James Maina Email & Phone Number

Nairobi County, Kenya

Nairobi, Kenya

-Led the development and implementation of the Field Service Management (FSM) tool for dispatchers (2nd Line Support) and field agents, aimed at improving service delivery for Home Fiber internet customers.-Streamlined operations by optimizing dispatch processes, resulting in more efficient and effective issue resolution by field agents.-Enhanced real-time communication between dispatchers and field agents, leading to quicker response times and higher customer satisfaction.-Utilized… Show more -Led the development and implementation of the Field Service Management (FSM) tool for dispatchers (2nd Line Support) and field agents, aimed at improving service delivery for Home Fiber internet customers.-Streamlined operations by optimizing dispatch processes, resulting in more efficient and effective issue resolution by field agents.-Enhanced real-time communication between dispatchers and field agents, leading to quicker response times and higher customer satisfaction.-Utilized data analytics to provide actionable insights, continuously refining and improving service delivery.-Focused on a customer-centric approach, significantly reducing downtime and increasing overall customer satisfaction.Key Achievements:-Successfully launched the FSM tool, benefiting both the operations team and end customers.-Improved overall service efficiency and effectiveness.-Achieved higher customer satisfaction ratings through enhanced service delivery. Show less

Nairobi, Kenya

• Providing customer support to improve customer experience and reduce customer escalations.• Proactively monitoring and identifying individual customer needs to cascade to relevant teams for resolution.• Providing technical support to field teams remotely thereby ensuring prompt restoration of internet connectivity for FTTH customers.• Carrying out periodic data clean up on network monitoring systems to optimize revenue.• Managing vendors and ensuring that OLAs and SLAs are met… Show more • Providing customer support to improve customer experience and reduce customer escalations.• Proactively monitoring and identifying individual customer needs to cascade to relevant teams for resolution.• Providing technical support to field teams remotely thereby ensuring prompt restoration of internet connectivity for FTTH customers.• Carrying out periodic data clean up on network monitoring systems to optimize revenue.• Managing vendors and ensuring that OLAs and SLAs are met to reduce service unavailability. • Analyzing relevant data on a weekly/monthly basis to identify prolonged and recurrent challenges and obtain insights on their resolution. Show less

Nairobi, Kenya

• I gather, prioritize and refine the requirements of our clients and keep my design team and engineers well informed.• I create use cases, flow charts, mock screens, and PRDs for business requirements, user requirements, functional and non-functional requirements and system requirements.• Rolling out of new products/apps/automation and resolving stakeholder queries/issues• Automate business processes using tools like Zapier/Google Scripts, and other automation… Show more • I gather, prioritize and refine the requirements of our clients and keep my design team and engineers well informed.• I create use cases, flow charts, mock screens, and PRDs for business requirements, user requirements, functional and non-functional requirements and system requirements.• Rolling out of new products/apps/automation and resolving stakeholder queries/issues• Automate business processes using tools like Zapier/Google Scripts, and other automation tools• Collaborate with cross-functional groups and assist in the entire product lifecycle from design to development to launch• Responsible for testing of applications/solutions/web panels at various stages of the lifecycle• Working with the development team/or independently on integrations (using 3rd party tools to create mobile applications) Show less

Nairobi, Kenya

• Handled the whole product lifecycle from ideation to launch.• Communicated with B2B and B2C clients and got user stories that were used for product requirements• Designed workflows for the real estate startup that proved to be the most optimum.• Developed a go-to market strategy with the marketing team • Developed pricing models for the various features of the app.• Conducted application testing and oversaw the fixing of all identified bugs.• Product tracking of user… Show more • Handled the whole product lifecycle from ideation to launch.• Communicated with B2B and B2C clients and got user stories that were used for product requirements• Designed workflows for the real estate startup that proved to be the most optimum.• Developed a go-to market strategy with the marketing team • Developed pricing models for the various features of the app.• Conducted application testing and oversaw the fixing of all identified bugs.• Product tracking of user engagement and subsequent optimization. Show less

• Conducted market research for young creative industry in over 30 African countries.• Brainstormed on market penetration strategies for these markets.• Optimized the business processes of Snake Nation.

Kigali City, Rwanda

• Developed a market plan after conducting market research for the Pikiwash brand in Rwanda• Conducted an expansion strategy into West Africa

Nairobi, Kenya

• Developed templates for high level network designs and proposals thus making solutions easier• Ideated a website and mobile app for recording and auditing phones issued to the agents of the telecom (M-Register), technical writing and network architect

Nyeri, Kenya

Product Management

Business And Leadership Core, Professional, Technical, Business, And Scientific Writing

Bsc. Telecommunications & Information Engineering

Education record