Michael Okoth Email & Phone Number

Nairobi County, Kenya

Nairobi County, Kenya

Nairobi, Kenya

1. Log all customer incidents and service request and assign/escalate to the relevant support department.2. Track and report on incident service levels.3. Measure, monitor and track customer feedback on existing products across all channels and touch points – call center, retail shops and activation drives.4. Weekly reports on customer experience on existing products, highlighting satisfaction and dissatisfaction areas.5. Document recommendations based on feedback, observation and trends6. Escalate product, service or system related issues7. Follow through on prompt resolution from Tech, Finance, Gaming Operations and Marketing. 8. Drive customer experience internally by attending team reviews and highlighting gaps affecting customer satisfaction.9. Participate in some calibration sessions.10. Any other duty assigned by the line manager.

Nairobi, Kenya

1. Obtain customer information by answering telephone calls.2. Listen to the customer’s questions, complains and concerns and provide appropriate responses; escalate complex issues to relevant departments and follow up to ensure speedy resolution.3. Inform customers about the Company products and services by explaining the features and relevant procedures.4. Maintain and improves quality results by adhering to brand standards and guidelines as well as recommending improved procedures.5. Update job knowledge by learning about new product and extensions; participate in learning opportunities.6. Conduct relevant products surveys, campaigns, promotions and make submissions to the Company on responses.7. Record customer contact and personal data in the customer database; review or make appropriate changes on customer’s accounts.8. Maintain communication equipment by reporting any failures or equipment wear.9. Any other duties that may be assigned by the line manager.

Nairobi, Kenya

1. I managed the customer relations between the company and clients which led to increased sales2. I introduced new system of stock taking and management, especially using spreadsheets to track in flow and out flow of items3. I successfully conducted a research on how to increase productivity and workflow in the organization. A proposal which was implemented and seen departments improve inerms of service delivery, improvement in worker-managent relationship, improved communication systems and gradual improvement in work output as a result of enganced work attitude by employees

Nairobi, Kenya

1. I successfully did a media review of daily newspapers on issues touching on the office of the Attorney General2. i successfully did a counter article addressing a crisis of perceived power wrangle between the then Attorney General (Githu Muigai) and the then Solicitor General (Njee Muturi) which had been misunderstood by the media.3. I helped in developing documents and forms of registration by the societies and companies registry departments respectively : which were published on the website for access by the public

Certificate, Creating Positive Customer Experience

Diploma, Leadership And Management

Bachelor'S Degree In Communication And Media, Public Relations, Advertising, And Applied Communication, Second Class (Upper Division

Activities and Societies: 1. Peer Educator (I choose life Africa) 2. Member Peace Unit Program (Laikipia university chapter) 3..