Stephen Okello Email & Phone Number

Nairobi-Kenya

• Effectively managing the orders of the marketing function• Assessing performance management structures and implementing enhancements to improve frameworks and strengthen results.• Spearheading successful business development initiatives aligned with the company's strategy and core competencies.• Providing the relevant accurate input into the sales forecasting process to ensure optimal inventory• Establishing and maintaining good relationships with the clients.• Effective Management of the overall operations of the logistics company dealing with corporate staff transport /corporate car leasing/Car Hire/roadshow trucks and VIP armed security services and Escort.• Managing partnerships and strategic business relationships by negotiating contract terms and handling conflicts between suppliers on the chain.• Analysis of metrics and financial data to formulate proactive and reactive plans to maintain profitability and growth• Negotiating terms of business acquisitions to increase business base and solidify market presence.• Cultivating a forward-thinking, inclusive, and performance-driven company culture to lead industry innovations.• Establishment of policies and procedures that streamlines purchase orders, expedited invoicing to end-users and increase cash flow.• Developing and management of daily operating procedures for drivers and warehouse employees.• Leveraging valuable business relationships and skillful negotiations to obtain favorable vendor pricing.• Leading change and transformation across business areas to deliver benefits and align company resources.• Fostering a work culture of collaboration and inclusion to increase morale and reduce turnover.• Monitoring sales forecasts and projected financial planning for the organization to achieve revenue goals.• Implementing business strategies, increasing revenue, and effectively targeting new markets.• Coaching and guiding senior managers to improve employee job satisfaction and achieve results

Nairobi, Kenya

• Implementing the Fourmeds customer strategies in line with the overall company business plan.• Drive a culture of customer success across the company to deliver a seamless customer experience across all stages and touchpoints in the customer's journey, and in turn attract new customers, maximize retention and accelerate revenue generation and efficiencies. • Champion and oversee Service Quality, Product Development, Marketing, IT and Operations to transform the organization's offerings, services, processes and technology.• Overseeing the customer care team performance management, performance tracking and reporting on a weekly basis• Reporting on overall customer care operations and metrics on a daily, weekly and monthly• Managing and ensuring the efficient operation of Fourmeds Pharmaceuticals including resolving any escalated issues• Guiding the customer support functions within the call centre * quality, training, and project teams to ensure that the call centre operating standards remain high.• Increase distribution points within markets by analyzing sales numbers and delivery costs to drive savings.• Managing availability of supplies from vendors by ensuring core items were on hand to keep inventory values low and consistently moving.• Increasing distribution points within markets by analyzing sales numbers and delivery costs to drive savings.

Nairobi Kenya

• Supported Call Center quality and training efforts and ensure that the goals of the Call Center have been met by monitoring the team’s performance• Elevated capabilities and testing and leveraged best practices and new developments that enhanced customer experiences.• Created the Customer service team by designing curriculum and skills training for Agents through Managers to improve performance• Partnered with key stakeholders cross-functionally as a representative of the distributed Customer Service teams to ensure that CX can both influence decision-making and work in close coordination with the global teams• Successfully worked closely with Product to drive the next generation of Telkom’s internal tool capabilities and help make customer support a competitive advantage• Responsible for product strategy, evaluation and implementation of new tools to enhance operational effectiveness (e.g. new customer comms channels, Chatbot and AI-based late stage collections)• Drove cross-market partnerships with products to improve product rollouts and build an effective product feedback loop• Successfully developed and implemented customer service strategies across the company.• Proactively conducted regular market surveys and monitored the same• Collaborated with inbound and outbound contact centre leaders and facilitated multi-touch online and offline interactions that maximized lifetime value while minimizing costs.• Managed customer statistics and queried, manipulated and visualized data to thoroughly understand customers.• Planned, created, tested and deployed system life cycle methodology to produce high-quality systems to meet and exceed customer expectations.• Oversaw the department’s reporting functionalities, collecting data/reports, preparing reports, distributing and escalating the reports• Facilitated the Company’s Business Planning (CBP) process

• Prepared job descriptions, identify staffing needs, provide general direction, assign specific tasks and responsibilities, and evaluate and mentor staff• Provided status updates of all department projects to various business units and senior-level management• Acted as the key liaison across all functional areas, including business units, information technology, and outside vendors• Identified, supported, and recommended the implementation of various programs for the improvement of Call Center processes• Contributed to the development of standard methodologies across the organization and ensured all initiatives are agreed, upon developed and executed with excellence• Facilitated the implementation and evaluation of Call Center procedures and policies• Managed creation and updating of procedures aimed at improving processes and coordination between departments of processes• Developed Programs to proactively address any performance issues and track actions required to resolve recurring incidents• Developed a problems management process that will ensure that all aspects of the customers service issues are reported• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.• Introduced higher standards for customer service and increased efficiency by streamlining operations.• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.• Collaborated with upper management to improve customer service processes and support structures company-wide.• Monitored customer service operations to assess agent performance and provide feedback.• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.

• Managed adherence of Scheduled staff to adequately handle customers on any given product at any point in time• Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.• Acted as a point of escalation for any customer issues that are complex and lengthy to address• Improved interaction and service between customer service and other functional areas of the company• Generated and participated in the analysis of activity reports daily, weekly, and monthly• Monitored customer service delivery and ensure that processes, product, and system quality standards are met• Collated and compiled customer feedback as gathered by customer service agents and forwarded it to Management for analysis.• Boosted sales and customer loyalty through incentive programs.• Forecasted trends and recommended improvements based on financial risk analyses.• Developed and delivered polished sales presentations to highlight product and service quality.• Created strategies to develop and expand existing customer sales, resulting in an increase in annual sales.• Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.

• Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.• Prepared annual workforce plans for each section of Customer Care, in consultation with the Line Managers• Received information on marketing and promotion events, network expansion plans, etc, and incorporate these into the workforce plan• Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.• Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for 30 new employees.• Liaised between multiple business divisions to improve communications.• Increased employee engagement survey results by 30% over the previous year.• Monitored the accuracy of the workforce plan and revised it on a quarterly basis to ensure that it supports the achievement of the Customer care department KPIs• Implemented approved changes on the monthly /weekly schedules• Prepared and communicated schedule adherence report for review by the Line Managers

• Achieved 97% average customer satisfaction rating to date, surpassing team goal by 12• Built strong relationships with the field operations team to support business development opportunities and improve service.• Maintained customer account information database by cancelling and updating customer accounts.• Conducted surveys to determine customer opinion of products and services.• Employed comprehensive benchmarks to establish and monitor customer service standards.• Assisted the marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.• Directed a team of 10 supervisors and managers to enhance across-the-board customer support and better meet company service demands.

B.Commerce, Marketing And Management

Associate Degree, Management Of Information Systems