Sam Mutua, Pmp Email & Phone Number

Kenya

▶️ Key Achievements:🏆 Business Development and Market expansion - Expanded M-KOPA Nigeria from Lagos to Oyo state which is now delivering 40% of total sales in Nigeria.🏆 Strategic, Operational and General Management - Set up M-KOPA Ghana as a new marketwhich launched in November 2021 currently selling 30 phones a day. ▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▶️ Key Contributions & Results✦ Working closely with market research teams to understand user needs, define product vision, and advocate for the voice of the customer throughout the product lifecycle.✦ Soliciting big ideas from our customers and all corners of the business and distill them into our product backlog.✦ Helping diverse business stakeholders come to consensus on backlog prioritization and clarify relevant trade-offs.✦ Managing the product to achieve goals and hit feature launch timelines.✦ Collaborating closely with engineering during the development cycle to make judgment calls as engineering constraints arise, with a bias towards shipping valuable work each sprint and iteratively improving on it later.✦ Writing feature specifications in user stories along with acceptance criteria in Gherkin syntax format.✦ Working closely with designers to develop and refine wire frames and process flows to ensure a delightful user experience.✦ Leading the team by influence, modeling Product Management best practices for the product team and the business. ✦ Advocating for process improvements that will clear the path for you to do your best work.

Kenya

▶️ Key Achievements:🏆 Worked with Technical team to develop M-KOPA App which increased speed of customer activation from an average of 1 hour to 30 minutes with an adoption rate of over 60% within the sales team.🏆 Project management - Drove the concept of PayGo phone to a multi-million revenue generating project with an average 2500 sales daily across East Africa & West Africa.▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▶️ Key Contributions & Results✦ Initiated, managed and Integrated projects in to M-KOPA systems and processes. ✦ Worked in a global cross-functional team with engineering, operations, finance and the commercial team through the complete product development cycle.✦ Managed the process used to define a product’s hardware and commercial features.✦ Evaluated new technologies and made recommendations to pursue in future products.✦ Collected customer and company requirements for future product development.✦ Managed tradeoffs involving features, schedule, cost, pricing, line positioning and lifecycle management.✦ Assisted in development of new products.✦ Developed and managed pilots for products at different levels of commercial maturity.✦ Made pricing and forecasting recommendations to management and cross functional teams.✦ Positioned the product in relation to other products and the competition.

Kenya

▶️ Key Achievements:🏆 Business Development - Instituted the Upgrade/Telesales concept by developing business infrastructure to support customer retention and Loyalty. This initiative contributed over 35% the revenue growth in the year 2016.🏆 Project Management - Drove the invention of the M-KOPA solar TV, which has so far sold over 700,000 TVs across East Africa.🏆 Capacity Building - Achieved 11% increase in customer satisfaction on M-KOPA TV customers by founding the Field Technician function which has employed over 200 TV installers across the M-KOPA markets.🏆 Innovation - Invented the concept of PayTV on solar PayGo platform for customer living in areas with poor TV signal in Kenya. This project increases sales by 15% and improved customer satisfaction by 35%.▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▶️ Key Contributions & Results✦ Kept track of all resources (human and non-human) available for deployment within development and product teams.✦ Efficiently deployed all resources to yield optimal product and learning velocity of product development teams.✦ Guided product development teams to stay on track using the best project management practices and tools for software and hardware development.✦ Mentored and guided apprentices on the best practices for effective project management.✦ Actuated product development teams operationally to materialize the goals of projects on time while maintaining quality.✦ Created workflow and resource allocation systems designed for maximum throughput for projects.✦ Established clarity, managed, negotiated and documented project scope and requirements as well as identified, quantified, managed and responded to project changes and risk factors.

Kenya

▶️ Key Achievements:🏆 Process Development - Set up of the sales support function within the customer care department (Which saw the growth of sales by 200% by December 2014 compared to the sales in the previous year.🏆 Team growth - Grew team members by training, coaching, and mentoring them into leadership and professional excellence boosting the team productivity up by 60%.🏆 System Development - Worked closely system developers in the technical department to transform the M-KOPA CRM (M-KOPAnet) into a more stable and efficient platform.🏆 Change Management - Drove business transition in M-KOPA from dealer distribution model to direct Agent distribution model which improved the sales to 100 sales a day.▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▶️ Key Contributions & Results✦ Implemented the M-KOPA solar customer strategies, in line with the overall M-KOPA solar company business plan.✦ Oversaw customer care team performance management, performance tracking and reporting on a weekly, monthly and bi-annual basis.✦ Reported on the overall customer care operations and metrics on a daily, weekly and monthly basis to the senior management team.✦ Set and managed the M-KOPA solar customer care budget in line with the annual customer care department budget.✦ Managed and ensured efficient operations of the M-KOPA solar call center including resolving any escalated issues both technical and customer related.✦ Guided customer support functions within the call center (quality, training and projects teams) to ensure that the call center operating standards remain high.✦ Ensured all key processes are documented, adhered to and that any process change requirements are scoped and communicated to the Technology team for prioritization.

Kenya

▶️ Key Achievements:🏆 Set up of the initial Customer care department which has grown from 5 Customer care representatives to more than 402 inhouse customer care representatives and over 250 business process outsourced representatives with the ability to answer over 120,000 calls per week.▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▬▶️ Key Contributions & Results✦ Received and handled all telephonic customer inquiries. ✦ Ensured customer related issues or queries were addressed or escalated to the next level support if unable to resolve.✦ Documented all customer interactions on the provided systems. ✦ Ensured customers were educated on the relevant M-KOPA products and processes.✦ Generated sales opportunities by identifying appropriate business targets and ensured provision of professional and excellent level of customer service with existing customers.✦ Handled customer related issues, resolution, and communicated escalated issues to the sales manager and liaised with the sales representative in preparation of sales reports.✦ Proactively networked, promoting all products and tracking leads from other branches to customers.✦ Maintained and developed relationships with existing customers via regular meetings, telephone calls and emails.✦ Worked with the sales team managers on the development of sales and marketing strategies.

Kenya

▶️ Key Contributions & Results✦ Managed a team of customer care responsible for customer activation.✦ Helped to Develop Customer care systems of operation to enhance effective and quality customer service.✦ Assisted to coach and train new customer care recruits.✦ Worked on secondment to support the IT department.

Kenya

▶️ Key Contributions & Results✦ Coordinated Sales and Customer care operations.✦ Maintained the company’s database and website.

Kenya

▶️ Key Contributions & Results✦ Served customers who visited the customer service center with enquiries.✦ Assisted customers calling the customer service line with enquiries.✦ Assisted to coach and train new customer care recruits.