John Thomas Email & Phone Number

Arusha, Tanzania

Determining the company's strategic objectives and policies.

Mwanza Tanzania

• Building and maintaining relationships with customers and key individuals within the company• Monitoring company performance against service level agreements and flagging potential issues• Be responsible for liaising with customers in order to build up and maintain a close relationship and develop a sense of participation in JUMEME project.• During the installation of new mini-grids systems, collaborate in all the activities related to the new customer connection.• Carrying out customer satisfaction surveys and reviews.• Be responsible for all activities related to the CRM policy.• Be responsible for the collection and analysis of data related to electricity consumption.

Arusha

-Facilitate customers 24/7 Centre Operational that increased our Customer Satisfaction and boosted out company income by 30% in a quarter.-Setting tariffs to customers that would increase customer consumption and boost revenue (Average Revenue Per User (ARPU) and Average Consumption Per User (ACPU) -Assist Micro-grid Operation Manager/Officers in the field of customer signups, project development and extensions through Power Purchase Agreements (PPA). More than 600+ customers have signed their PPA from 6 Sites in Tanzania -Prepare analysis/reports on customer base and genuine customer calls in order to minimize/optimize company costs. Develop in relation to Data and Communication Manager Softwares that serves as a platform for customers management ( Advanced Mini Grid Management Platform (AMMP being developed and fully operating )-Close loop with customers to understand their reservations and settle problems if exist for Operational Improvements. -Assign duties to Local technicians paying visits to customers with problems that can not be handled over the phone, so as to guarantee customer Satisfaction (CSAT)-Identify, Pilot and Develop new Microgrids in coordination with the senior management, including Survey and project execution. 2 Mini- Grids been developed since 2016-Identifying business needs by increasing customer consumption through product Sales and tariffs managements.

Arusha- Tanzania

- Close loop with other departments (Finance, logistics and hardware) to ensure customer satisfaction guaranteed- Facilitate/Coach/Managing Telesales Team in acquiring customers(Managed to have telesales team that registered more than 500 customers over 2 months and awarded the best Team of the month)- Generating various reports/dashboards as of daily/weekly/Monthly based on business needs/mode(Administered the Telesales report that showed the trend of the company on customer growth)- Advice on the best way of maintaining/retaining customer satisfaction (CSAT) company-wide (Facilitated training on customer retention and acquisition through phone)

Arusha-Tanzania

-Coaching, training and Mentoring ( Over 80 representative were well trained and received the best tacts on handling customer complaints), sales officer and telesales personnel all over the country.-Managing (Managed Incoming agent/back office team and other Junior team leaders-Dashboard and Metrics preparation and Report writing( Created a daily, weekly and monthly report dashboards for customer top up, customer satisfaction and income generating)-Conducting Research in conjunction with Senior management for the product execution and Customer Satisfaction (CSAT)

Arusha- Tanzania

- Mentoring and supporting teammates on best customer service(Awarded as best team Lead of the department in July 2015 for the Great Team performance and Team player) - Manage and monitor reps on shift (Over 45 representatives were managed on the flow)- Held Weekly Team meeting (Helped to dig through gaps and obstacles for better services to our clients and come up with the solution to the company).-Review Objective key results(OKR) of the company and discuss the way forward towards great success

Arusha-Tanzania

-Following up with customer’s inquirer to ensure customer satisfaction (CSAT) is granted(Processing Inbound and outbound calls with the target to 100+ customers per shift. -Advice on how to facilitate quality service. Including Training on customer service. Awarded Certificate of attendance with pleasure performance in customer service practices -Handling customers grievances at First Line. First Point of contact between the company and the customer, retaining the image of the company to our customer. Act on behalf of the company in the problem rectification

Mtwara-Tanzania

● Consultancy(Equipped farmers with the best techniques on how to deal with different seasons of the year to increase production) ● Capacity building( Train on a best equipment and environment conservation tact as best result for potential land)

Arusha

-Preparation of visit abroad (delegates preparation and meetings )-Conferences and Meetings( preparation of correct sitting plan, address and recognition of the delegates languages and national flags

Bachelor'S Degree, International Relations And Affairs, 3.8 Gpa

Activities and Societies: The University Of Dodoma (UDOM), Acquired my first Bachelor Degree of Art in International Relations.

High Level Education, Art,Geography,English And History, Division 1.8

Activities and Societies: Advanced Certificate of Secondary Education (Pass- Division One).Geography, languages and History

Ordinary Level Secondary Education, Ordinary Certificate Of Secondary Education, Division 3

Activities and Societies: Physics, Biology, Chemistry, Mathematics, English, History, Kiswahili, Geography and Civics