Kimani Brown Email & Phone Number

Remote

Miami/Fort Lauderdale Area

Miami/Fort Lauderdale Area

Analyse requirements from marketing, executive management and local IT teams for application enhancements or new initiatives.Liaising with vendors and using trial and error to come up with solutions to new requests.Configuration and testing of new products, promotions and other functionality in the application.Provide second level support for application issues escalated beyond regional support teams.Analyse application logs for potential cause of issues and if within scope implement solutions or escalate detailed analysis to vendor where necessary.Develop and execute test plans for vendor maintenance releases.Develop and execute routine daily, weekly and monthly processes.Develop and execute Financial and Operational Reports.Documentation of new processes for continuity and learning aid.Training regional support teams on defined procedures and processes.Provide support for end of month bill runs and patch developments to applications.

Jamaica

Led a team to ensure that technical issues are rectified, or escalated in a timely manner (24 hours).He has also been able to increase the percentage of revenue that is retrieved via the re-rating of call rejects which has led to revenue increases upwards of USD$20,000 a month, and with the help of a document he created outlining the process of analysing rejected calls he has ensured the continuity of this process.Kimani was also involved in the configuration of the unique Scotiabank account configuration, he had a part to play in setting up an account which brings in a monthly revenue of JA$855,400.00.

Jamaica

Kimani is in charge of the day to day running and maintenance of the billing and provisioning systems. Below is a brief synopsis of the role that I currently carry out:• Ensuring that sales orders are going through the system correctly, from the initial order entry process to ensuring that once the customer is installed he/she is getting the service they had asked for.• Monthly end process where the following month’s charges are being applied correctly in the billing system, as well as ensuring that customer’s statements are produced correctly.• Providing new products/services in the billing system which agents can be able to sell to customers. • Creation of discount configurations to enable Columbus to be more competitive in the telecommunications market.• Testing fixes which have been applied to the test billing environment and also ensuring that the process from the test environment to the live environment goes smoothly.• Ensuring that the EDRs are rated on a daily basis.• Aided Flow Trinidad in the implementation and roll out of the new CRM system in their market providing technical expertise for internal users.• Aid in the training of new employees so that their initiation in their new role can go as smoothly as possible.

Kimani supported staff that have access to our billing system (Amdocs). If users are having any difficulties with the system then I would provide support for them. Issues they may have can consist of inventory, addressing, user profile update/edit, telephone number reservation, among other issues.

As a Customer Care Representative I resolve issues that my customers may have with the services we offer, which are Cable, Landline, and Internet. I am also responsible for introducing customers to the different packages we offer and answer any questions they may have on pricing of our packages as well as our billing cycle.I also train new employees to the contact center. I act as a "support buddy" and coach them on how to build rapport with our customers and how to become a more efficient CSR.I have just recently taken on the additional responsibility of being a part-time sales representative. In this role I attend PR and sales events where I recruit new customers and work to strengthen relationships with existing customers in order to retain as many of them as possible.

Master Of Business Administration (Mba), General

Degree includes course in: Advanced Database Management Electronic Commerce IT Project Management Systems Design & Software Engineering

Bsc, Marketing

Btec National Diploma, Business

Education record

Activities and Societies: I was a member of the cricket & basketball teams. I also was in the school choir.