Nicholas Mutuku Email & Phone Number

Nairobi County, Kenya

Nairobi County, Kenya

I serve as the link between the HQ Technical Team and Business Partners in East Africa, supervising regional and national teams of Field Test Engineers, implementing tasks/regulations, and ensuring the quality of all goods. (Techno, Infinix, and Itel).Furthermore, I supervise penetration testing and vulnerability identification to detect any problems that pose a danger to the security and quality of our products, as well as plan, create, execute, and report tests to ensure that software satisfies quality standards and is free of mistakes or defects.Together with working with other stakeholders, including developers, telecom operators, project managers, marketing managers, customer service representatives, and business analysts, I also take on a leadership role and proficiently address team issues and foster team growth. This helps to guarantee that testing is in line with the aims and objectives of the project. This also includes providing technical leadership in debugging and resolving testing-related issues, fixtures, and processes during prototype builds and mass productions.Supporting as the primary point of contact for regional operators in Kenya and East Africa and resolving issues with 5G, 4G, 3G, and 2G communications, as necessary by the government and telecommunications companies, I manage strategic professional connections and direct the customization of handsets.

Nairobi County, Kenya

Worked cross-functionally with country teams and key stakeholders such as telecom operators, top distributors, dealers and partners selling Wiko Mobile Smartphones to achieve monthly sales. Led, Supervised, and trained as Trainer of Trainers five direct reports managing a team of 100 team member sales force, promoters and merchandisers in key retail shops across Kenya.Designed and maintained plans for brand visibility and awareness that included prospecting for new accounts, in- depth account knowledge, face-to-face meetings, innovative problem solving and execution increasing statistics from 15% to 32% as compared with competitors.

Nairobi, Kenya

Oversaw post-purchase operations and encouraged company expansion in compliance with national laws to deliver quality service and minimize warranty expenses. supported and enhanced the care partner's repair procedure and carried out the new product testing process, noting any technical observations. Carried out regular service audits for care facilities in an effort to raise the caliber of repairs, and monitored the monthly replacement parts of warranty repair (MRC). Examined and verified monthly claim reports, prioritized IOT tests for Safaricom and other operators, tested required apps and APKs, and upheld stringent operator SLA, TAT, and KPIs for customer satisfaction index.Monitored the job progress of the customer care team, trained technicians, and technical personnel in accordance with quality, cost, and time.

Nairobi For East And Central Africa.

A strategic partner who aided the management team's decision-making abilities and ensured a continual flow of day-to-day company demands by effectively communicating complex technical concepts and difficulties.Eliminated recurring customer issues through Root Cause Analysis (RCA) and maintained a Service Improvement Action Plan and managed RTAT. (Rate on Turn Around Time). Managed LG Service KPI, RTAT, Data inputting Accuracy, EFR & NPS (Net Promoter Score)Led, managed, and trained LG Authorized Service Centers (ASC) in Kenya, Ethiopia, Djibouti, Zambia, Uganda, Tanzania, and Sudan, as well as Rwanda, on warranty management, contract management, service level agreements, (SLA), rate on turnaround times, long term repair rationing, and end-of-life product management.Designed, implemented, and monitored projects and initiatives to improve the overall customer experience. Reviewed crisis occurrences to ensure clear communication with internal and external stakeholders, and prioritized cultural change to maintain constant high-level customer service.Conducted personal case reviews to ensure adherence to best practices, timely follow-up with customers and to detect signs of customer dissatisfaction. Dissatisfied Customer Index Ratio (DCIR)

Nairobi County, Kenya

Participated in major strategic decision-making processes while managing daily people operations and providing hands-on leadership such as monitoring daily attendance of staff and reporting to HR. Monitored all business processes and ensured ethical work standards on Health, safety, and environment. Collaborated with the Country managers to drive cost optimization initiatives. Drove operational excellence through daily administrative and compliance tasks while collaborating with government stakeholders especially when ensuring licenses are paid on time.

Nairobi - Kenya.

Quality assurance of LG Mobile phones to evaluate the performance, usability, and functionality of products or services in real-world environments of Mobile Network Operators (MNO) before their official launch.Advocated for the Health and safety of Field Engineers and technicians mitigating and solving emerging risks and Team Management of Field Test Engineers, and technicians in East and Central Africa providing guidance, support and training to ensure teams’ effectiveness and efficiency.Test planning and execution collaborating with cross-functional teams such as product managers, Research and development (R&D), and software development to define objectives, scope and test parameters.

Kenya.

Nairobi - Kenya.

Nairobi County, Kenya