Roles:Keeping stock control systems up to date and ensure inventories are accurate.Supervising materials store in compliance with space capacity and management skills to accommodate the products on a timely basis while facilitating good housekeeping practices.Conducting periodic spot checks of inventory levels, supplies and warehouse equipment.Preparation of annual budget, schedule expenditures, analyze variances and initiate corrective actions.Continuous… Show more Roles:Keeping stock control systems up to date and ensure inventories are accurate.Supervising materials store in compliance with space capacity and management skills to accommodate the products on a timely basis while facilitating good housekeeping practices.Conducting periodic spot checks of inventory levels, supplies and warehouse equipment.Preparation of annual budget, schedule expenditures, analyze variances and initiate corrective actions.Continuous follow up on physical bin card updates for all products and maintenance of high levels of motivation by engaging, promoting team cohesion and transparency within the department.Ensuring stock variation is at zero working with stores and production team.Advising production team of stock outs and customer requirements.Implementing the SOPs pertaining to EHS and ISO for material handling and continuous training of SAP system. Show less

Roles:Overseeing and coordinating customer service and administrative activities securing efficiency and compliance to organization policies and procedures.Collaborating with managers to identify and develop best practices, driving a positive performance focused culture exceeding SLA’s and delivering exceptional customer service and employee engagement.Handling customer complaints, providing appropriate solutions and alternatives within time limits, following up to ensure… Show more Roles:Overseeing and coordinating customer service and administrative activities securing efficiency and compliance to organization policies and procedures.Collaborating with managers to identify and develop best practices, driving a positive performance focused culture exceeding SLA’s and delivering exceptional customer service and employee engagement.Handling customer complaints, providing appropriate solutions and alternatives within time limits, following up to ensure implementation of resolution and collaborating with other call center agents to improve customer service.Evaluating customer information to explore appropriate solution options, informing customers about the company’s new products and services alongside guiding callers through navigating the company site as well as the use of the company products or services.Ensuring delivery of client orders to their destinations in a timely manner according to company SLAs.Responding to different customer needs while building sustainable relationships and trust with customer accounts through open and interactive communication.Providing feedback on the efficiency of the customer service press.Performing analysis on management controls making recommendations to Improve on efficiency.Actively involved in the training new employees and informing them about the company’s customer management policies.𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬:🏆Contributed to an outstanding service by analyzing internal operations, identifying areas of process improvement and restructuring working procedures to make them more effective. 🏆Ensured that all customer queries, problems and complaints were fully resolved end-to-end within the set turn-around times and in liaison with the relevant teams. Show less

Roles:Spearheaded a customer centric culture by continuously engaging with the various teams, empowering them to deliver top of class experiences to customers while implementing and operationalizing the customer experience strategy in line with the company strategic objectives.Planned customer service operations, ensured optimal utilization of the customer service workforce resulting into increased productivity, designed and implemented plans that expanded customer base and ensured… Show more Roles:Spearheaded a customer centric culture by continuously engaging with the various teams, empowering them to deliver top of class experiences to customers while implementing and operationalizing the customer experience strategy in line with the company strategic objectives.Planned customer service operations, ensured optimal utilization of the customer service workforce resulting into increased productivity, designed and implemented plans that expanded customer base and ensured its strong presence.Oversaw the establishment, development and maintenance of business relationships.Implemented innovations that enabled constant improvement in performance and continuous achievement of targets.Analyzed trends and statistics on shifts requirements making recommendations on shift optimization, leave schedules, occupancy and adherence. Managed effective shift schedules for Call Centre by closely monitoring and analyzing inbound and outbound contacts sharing weekly quality scores. Evaluated and reviewed individual team’s performance advising on ways to increase productivity. Capacity building through training agents on excellent customer care and problem resolution methods.Conducted pre-shift team meetings daily basis resolving any employee queries and set priorities for the day ensuring productivity of the agents.𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬:🏆Provided inspired team leadership by making important policies, planning and strategic decisions towards value creation, business growth and profit maximization.🏆Created innovative processes for customer satisfaction that resulted in increased ratings on customer satisfaction surveys while substantially increasing revenue for the company🏆Constantly innovated ways to drive leading customer experiences that resulted into the company becoming a reputed leader in creating the best and most consistent customer experiences.🏆Introduced regular customer service trainings that led to increased customer retention Show less

Inbound Agent Roles: Promptly handled and resolved customers' issues via email, chat and social media platforms.Educated and advised customers on the company’s marketing strategies, ongoing promotions as well as all aspects of Dafabet products to enhance customer satisfaction and first call resolution.Defused volatile customer situations in a professional manner, followed up and resolved escalated customer issues in a timely manner.Proactively developed customer… Show more Inbound Agent Roles: Promptly handled and resolved customers' issues via email, chat and social media platforms.Educated and advised customers on the company’s marketing strategies, ongoing promotions as well as all aspects of Dafabet products to enhance customer satisfaction and first call resolution.Defused volatile customer situations in a professional manner, followed up and resolved escalated customer issues in a timely manner.Proactively developed customer relationships by maintaining contact at an appropriate level.Supported the marketing strategy to drive engagement and conversion to our clients’ platforms.Administrator Roles:Applied, monitored and kept updated policies and procedures geared towards maintaining outstanding levels of customer service.Understood customers’ concerns providing feedback and reports to the Team Lead to ensure continuous improvement and customer retention.Managed physical files, digitized records and implemented file catalogue to aid document retrieval.Devised and maintained the office system including management of information systems, data management and filling.𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬:🏆Performed market research and analysis to support identification, quantification and qualification of market opportunities, identifying emerging markets and market shifts while fully aware of competition status.🏆Identified and defined opportunities for operational process and efficiency improvements within the sales and marketing teams.🏆Ensured overall delivery and quality offerings to clients while overseeing their retention and growth strategy through efficiency and effectiveness. Show less

Roles:Processed cash deposits and withdrawals as per documented bank procedures.Received and processed inward clearing cheques, issued and reconciled banker’s cheques ensuring compliance with the bank’s standard operating procedures.Contributed to the financial growth of the bank through cross-selling of the bank’s products and introduction of new accounts.Pursued new business development opportunities (originating, structuring and executing) with high-growth global,… Show more Roles:Processed cash deposits and withdrawals as per documented bank procedures.Received and processed inward clearing cheques, issued and reconciled banker’s cheques ensuring compliance with the bank’s standard operating procedures.Contributed to the financial growth of the bank through cross-selling of the bank’s products and introduction of new accounts.Pursued new business development opportunities (originating, structuring and executing) with high-growth global, regional and local players including startups.Established and maintained profitable relations with customers, discussed their evolving needs and access to bank products, identified and developed target pipeline and aggressively marketed company products to new profitable status customers within the targeted sectors. Actively involved in the analysis of customer segmentation, marketing campaigns, and sales performance across all channels.Proactively handled and resolved client complaints and enquiries escalating to other relevant teams where required maintaining a high level of client satisfaction. 𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬:🏆Took the responsibility to control operations, implement and deliver on business plan, objectives and strategies.🏆Analyzed internal operations, identified key areas of process improvement and restructured working procedures and processes to make them more effective.🏆Performed analyses on all management control policies and made recommendations on internal controls, systems and general operations to increase efficiency. Show less

Roles:Performed accurate bookkeeping ensuring completeness of the accounting process. In charge of accounts payables including verification of the accuracy of LPOs, invoices and expenses reports submitted for payment. Prepared and processed payment vouchers and imprest warrants posting transactions on the general ledgers.Performed data entry of supplier and employee information on IFMIS while updating information into the relevant databases.