Susan Muthoni Email and Phone Number
Over the course of an extensive six-year tenure as a Customer Lead Support Specialist, I have adeptly navigated my team through intricate product launches, substantially curtailed resolution times, and cultivated a culture characterized by seamless collaboration.For me, the realm of customer support transcends mere issue resolution; it encompasses the art of fostering robust and enduring merchant relationships. The satisfaction of a client not only engenders loyalty but also catalyzes advocacy, thus expanding the sphere of contented clientele.My abiding passion is channelled into crafting superlative customer experiences. My deft leadership acumen orchestrates a harmonious synergy within the team, aligns operational processes, and embodies a steadfast commitment to perpetual enhancement.Illustrative Achievements:● Technological Proficiency: My adept command over technology empowers me to expeditiously diagnose system anomalies and offer precision-guided solutions, thus expediting the resolution of customer needs.● Strategic Collaborations: By engaging with gateways such as Mastercard and Acquiring banks, I navigate and mitigate customer-related anomalies with exacting precision.● Operational Efficiency: My formulation and implementation of streamlined processes have yielded noteworthy reductions in customer resolution times, concurrently enhancing departmental efficiency. This procedural standardization ensures consistent and effective responses.● Innovative Scheduling: My oversight in devising the shift schedule for our newly instituted 24-hour system, comprising over 50 team members, ensures seamless operations while affording ample time for team members to recharge and rejuvenate.● Comprehensive Training: I have imparted comprehensive training to a cadre exceeding 70 members, encompassing both novices and existing staff, elucidating the intricacies of our system.● Sales Acumen: Leveraging my expertise, I have adroitly upsold and cross-sold our diverse suite of products to our merchant base, fostering revenue diversification.I invite you to reach out and engage in further conversation.Truly, this is where my passion thrives.
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Customer Support Team LeadDpo GroupNairobi County, Kenya
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Customer Support Team LeadDpo Group May 2022 - PresentKenyaSummary:I am a dedicated and results-oriented Customer Care Supervisor with a proven track record in the dynamic world of Fintech. I am Passionate about delivering exceptional customer experiences through effective team leadership, process optimization, and continuous improvement strategies. I have a strong background in financial technology, I have a customer-centric mindset and I'm committed to driving client satisfaction, operational excellence, and team success.Experience:●Lead a diverse team of 50 plus customer care representatives spanning multiple Countries/Regions, resulting in a 30% improvement in overall team performance within the first year.●Spearheaded the successful integration of customer support processes for new product launches, resulting in a 15% reduction in post-launch support requests and a 25% increase in customer satisfaction.●Monitored key performance metrics, leading to a 10% increase in first-call resolution rate and a 30% decrease in average handling time, contributing to enhanced operational efficiency.●Generated and presented quarterly reports to senior management, resulting in data-informed decision-making that led to a 15% reduction in customer churn and a 20% increase in customer retention.●Mentored junior team members, leading to a 25% increase in their product knowledge proficiency and a 40% decrease in training duration.●Identified process bottlenecks and introduced streamlined workflows, resulting in a 20% reduction in average query resolution time and a 10% increase in daily case resolution capacity.●Employed data-driven insights to develop targeted training programs, resulting in a 30% improvement in customer feedback scores and a 25% reduction in customer escalations.Through these quantifiable accomplishments, I have consistently demonstrated my dedication to achieving exceptional customer experiences, fostering operational excellence, and elevating team performance within the dynamic realm of Fintech. -
Customer Care RepresentativeDpo Group Oct 2019 - Jun 2022Nairobi, KenyaProvides end to end merchant account management for a portfolio of MSMEs virtually and in person to establish and maintain strong business relationships as per the service level agreement while implementing payment solutions.Core Contributions:Leadership and Administrative Experience: ● Coordinates internal support management; conducting internal trainings to ensure staff are conversant with the Direct Pay Online system, offering general support to the staff in terms of System Support, Direct Pay Online System, Zoho desk support Portal and Zoho CRM. ● Prepares, analyze and present merchant reports.Relationship Management: ● Monitors the system for any errors and takes care of the problems or escalating them. Making sure the customers are able to pay successfully and assist them when they face difficulty. ● Offer system training and reconciliation of merchant accounts. Identify merchant needs as raised during the training or interaction with merchant and consumer. ● Develop a solid and trusting relationship between Merchants and DPO Group through understanding Merchants’ needs and resolving their issues.
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Customer Engagement RepPopote Payments Ltd Apr 2018 - Sep 2019Nairobi, Kenya● Recorded a 75% usage growth and 80% increase in transaction volumes from newly onboarded and existing merchants through active Upselling and cross-selling of Popote Products.●Outperformed the set merchant Support SLAs of 24 hours by rapidly responding to customer queries with appropriate solutions and alternatives within the SLA’s; escalated and followed up aptly to ensure timely resolution.●Supported a sales team of 20 in different markets by training 150+ newly on-boarded merchants on Popote payment solution. -
Sales And Marketing AssociateBlazebay Jun 2017 - Feb 2018Nairobi, Kenya●Create sales collateral such as pitch decks, click-through demos, case studies, internal documentation(FAQs, talk tracks, battle cards), and product training●Work with R&D, Customer Support, and Sales teams to influence pricing strategy and product roadmaps based on market demand, competitor intelligence, and customer feedback
Susan Muthoni Education Details
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Business Information Technology
Frequently Asked Questions about Susan Muthoni
What company does Susan Muthoni work for?
Susan Muthoni works for Dpo Group
What is Susan Muthoni's role at the current company?
Susan Muthoni's current role is Customer Support Team Lead.
What schools did Susan Muthoni attend?
Susan Muthoni attended Jomo Kenyatta University Of Agriculture And Technology.
Not the Susan Muthoni you were looking for?
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2nic-bank.com, nic-bank.com1 (20) 28XXXXX
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Susan Maina
Aspiring Data Analyst|Programs Manager|Accountant|Administrator|Author|Social ImpactNairobi
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