Morris M. M. Email & Phone Number

Pretoria, Gauteng, South Africa

Contact Center Implementation, Genesys EventGrid by NoraLogix, Noralogix Repo361, Contact Center Reporting and understanding customer needs and helping develop clear and concise cloud contact center strategies.Plugging your contact center to the cloud. Genesys Cloud CX Presale Need Identification, Implementation and Post Sale Need Identification and implementation. We ensure your customer experience on the cloud is perfectly taken care of.

Nairobi, Kenya

• Setup and effectively manage a contact center. • Develop and maintain contact center SOPs. • Identify gaps and challenges of the organization’s products and recommend improvements. • Prepare regular Customer Service / Operation status reports and share them with management as well as other stakeholders. • Coordinate people, processes, and resources to ensure that customer service operations run smoothly and result in high levels of customer satisfaction. • Participate in project activities e.g. requirements gathering and analysis, software testing etc. to ensure that products meet the organization’s customer service requirements. • Ensure that the Customer Service / Operations team meets the organization’s operational requirements and targets.

Nairobi

- Omni-Channel Contact Center Set up- In liaison with the Customer Service Excellence team.Genesys Cloud Implementation Expert. Edge configuration and Genesys Cloud(Purecloud) support expert. involved in setting up the Britam Omni Channel Contact Center, setting up the Voice, Email , Web-chat, WhatsApp and Facebook in a single view, where associates can easily handle all interactions optimally. - Project Execution - To ensure our systems are responsive to the ever changing customer needs. liaison with the IT Project team.Coordinating with the Digital Marketing & IT teams to ensure the customer portal, website and mobile app are responsive to self service needs by customers.- Customer Journey Mapping - Gap assessment across all our touch points to enhance customer experience.- Reporting and Analytics - Using key reporting tools such Oracle BI Publisher, Power BI and MS Excel to generate intuitive reports on customer interactions, trends, churn rate, social listening. - Coaching & Training - Coaching and training a team of seven associates on products,system navigation, best practice customer experience skills. Ensuring their Interactions are up to the set CX standards and training where I identify gaps. - Social Medial Customer Experience Management - Offering guidance on handling social media response management to our Social CX team.- Customer Surveys - Carrying out surveys, Survey question design and data analysis for Net Promoter Scoring, Customer Satisfaction and Customer Effort Scoring.- Qualified Leads Management - Ensuring the leads forwarded to the Telesales/Financial Advisers are mature for conversion. Referral/repeat business generation.- Operational Excellence-Coordinating with Branches, Departments to ensure SLA and FCR expectations are met.- CRM & CX Systems Functional Administration- Deep understanding of Customer Relationship Management (CRM) Systems.

Nairobi

- Client Relationship Management.- Client communications.- Reporting for management analysis.- Customer acquisition and retention.

Nairobi, Kenya

- Client Relationship Management.- Client communications.• Reporting for management analysis.• Customer acquisition and retention.• Team Leader.- Increased client engagement via the online portal from 10% to over 50% since May 2015.- Responsible for over 15% client retention, 2014 to date.-•Process improvements: Initiated communication on executed instructions to clients with over 80% positive customer feedback since January 2015.-Selling investment products.

Head Office-Britam Centre, Nairobi

-Client relationship management,-Investment advice,-Client communication.• Customer acquisition.• Referral/repeat business generation.• PowerPoint presentations.• Public speaking• Reporting for management analysis• Proficiency in - Word, Excel, PowerPoint • Excellent interpersonal, leadership,communication and relationship-building skills.

Nairobi

Academic Writingresearch proposals,Research projects, Assignments in the fields of Business Management, Bachelor of Commerce, Human Resource Management, Media and Public Relations, Environmental Studies, Wildlife Management, Tourism Management.Marketing ResearchMarketing PlansMarketing strategies in the following categories, Youth and Mass market segments.Retention strategiesCustomer service and accounts management

Nairobi, Kenya

-updating client's database.-sourcing for new clients.-e-mailing, calling clients to ensure their adverts appear as they wanted them to.• Management of the Q&A at www.hortinews.co.ke during my internship.• Created a client database which was done manually prior.

Acim, Business, Management, Marketing, And Related Support Services

Digital Marketing. Managing client's and selling in the digital age. Master Class-Digital Content development and management.

Bachelor Of Business Management, Marketing Option, First Class Honors

Activities and Societies: Enactus Business ClubProject Coordinator- Enactus Maasai Mara University