- I have overall nine years customer management and dealer management experience in busy and well-established Telecommunication companies. This comprises of diversified experience brought about by having successfully held positions of Customer Service Representative, Customer Service Administrator, Customer Service Manager, Dealer Manager, Corporate Solutions Consultant, General Manager Client Services and Product Manager.

-  I have built a proven record of delivering appropriate results on schedule and within budget constraints. I have also been involved in the setting up of customer services initiatives, procedures, and operational standards for use within Africa Online Ltd, Simbanet Com Ltd and Wananchi Online Ltd.

- As a project manager I have managed sensitive projects within strict time frames and budget lines in relocation of offices, change of billing system, merging of two companies and managing installations of high end corporate solutions

- I have developed and put to practice supervisory and management skills having managed a team of more than 40 employees and 25 dealers. I have also played key roles in the process of budgeting. I’m able to work under pressure, as my previous assignments have been very intense with very strict deadlines and within given budgets lines. My superiors have recognized my personal commitment, creative talents and ability to meet objectives or deadlines put forth by the organization.

-  I ‘m an effective communicator, good manager, and excellent team player all due to the very strong customer service background and my personality. I also have a good understanding of business processes and management matters as I have been in management for over 9 years.

PROFESSIONAL EXPERIENCE
SAFARICOM LTD – PRODUCT MANAGER DATA SERVICES FROM MARCH 2007

Role Purpose
As a Product Manager for Data I’m responsible for delivery of the Data products and services; specifically the deliver of data revenues, base customers numbers of distinct users and individual products. I’m responsible for the overall financial success of each of Safaricom’s Data products through the development and implementation of a strategic product portfolio that best meets the needs of prepay and post pay subscribers. I also lead the development and implementation of new data propositions and technology to drive brand differentiation and deliver overall revenue for Safaricom.

Key Responsibilities
•    Revenue - Deliver Data products revenue, ARPU, number of distinct users for the entire Data products portfolio for both consumer and business

•    Demand Creation and Availability - Lead the development of Data products strategy and product portfolio for Safaricom to drive brand preference. To ensure first to market, product innovation, differentiation and with win the competitive battle. Effectively manage the portfolios to respond to emerging technologies, market opportunities and competitive pressures.
•    Strategic - Develop and manage the implementation of the strategy to ensure growth and development of data services in the business.. Championing the data services agenda within the business in developing relevant propositions aimed at ensuring growth of data services. Articulate and develop product specific material
•    Financial Management – Participating in the budgeting process for the data services portfolio. Managing the budget assigned to the data services portfolio. Acting as internal product champion to support the approval, budgeting and prioritization of data product initiatives and concepts. Participate in regular review of data revenue generation status, identifying deviations from forecast, and implementing measures to rectify/adjust spend relative to forecast

MAY 2005 – JAN 2007- WANANCHI ONLINE – GENERAL MANAGER CLIENT SERVICES

Purpose of Position
Responsible for the co-ordination and management of all aspects of the business incorporating technical operations and customer service functions. The key focus was the efficient management of the daily operations whilst introducing and implementing new technology in line with the organization’s long-term strategy.

Key responsibilities included:

•    Defining, with Directors, the long-term plan, improvement and expansion projects to meet future customer demands
•    Develop and implement strategies aimed at maintaining and building good customer relationships with key customers.
•    Meeting with other department heads on a regular basis
•    Reviewing and analyzing reports on services and customer perceptions in order to provide advice on process changes.
•    Undertake research and feasibility studies to determine expansion opportunities.
•    Coaching and Developing people competencies and motivational needs.
•    Implementation and management of approved expansion and improvement projects in line with the business’ objectives.

JUNE 2002- APRIL 2004 – CORPORATE CLIENTS MANAGER – SIMBANET
•    Coordinate and report to the General Manager on the overall sales, marketing and customer services processes and activities of the organization.
•    Tender preparation – Commercials, Corporate Sales and Account Management – Wireless Data, Leased Lines and Bandwidth Sales, Suggested Verticals Banking Cyber cafés, NGOs, BuildingNET, Parastatals
•    Manage all corporate accounts to ensure that they run smoothly and have full ownership of problems/resolution and growth and payments. Achieve high-level comfort feeling from the customer for services, Create institutional relationship in order to become main or sole supplier to Achieve repeat business and incremental profits from account
•    Coordinate the implementation of high-end projects requirements, Identify system solutions, and justification for special projects. Create implementation plans identifying required tasks, assigned resources, implementation timeframes. Creates necessary system procedures and documentation.
•    Provide training and mentoring as part of managing the sales, customer service and technical teams.
•    Interface with management and staff to resolve client issues. Follow established change control procedures to implement solutions through the installation to confirmation of developed programs into production.
•    Use prior experience to knowledge to work with colleagues through teamwork to deliver solutions in a professional and timely fashion.
•    Liaise with customers on a regular basis, work with Technical Developers and take an active role in monitoring configuration, mapping process and design of high-end connectivity solutions.
•    Generate and present reports them to the General Managing Director.

NOVEMBER 2001 TO JUNE 2002 DEALER MANAGER – COUNTRYWIDE
•    Created a dealer model and sales and marketing program to manage the dealers countrywide to be adopted throughout Africa Online in line with the budgeted amounts.
•    Prepared and implemented a dealer sales and marketing plan to be adopted countrywide
•    Set and achieved outlined Revenue targets through the dealers
•    Organized marketing events and came up with appropriate marketing materials for each dealership coverage (area)
•    Conducted quarterly research to come up with innovative sales and marketing activities to sustain existing customers and new sales in the areas covered by dealers
•    Successfully implemented the dealer program with key emphasis towards having an effectively managed dealer program that interfaces seamlessly with the company operations
•    Ensured that effective dealer support is given by the operation to enable the dealers achieve their goals.
•    Recruited, evaluated, trained and motivated dealers to ensure achievement of the agreed sales targets and support standards.
•    Monitored the performance of the dealers countywide and came up with incentive programs to motivate and sustain their performance
•    Acted as a link between Africa Online and dealers through regular visits to dealer s countrywide, meetings to evaluate performance and set new targets.

JAN 2001 – TO NOV 2001 PRODUCT MANAGER, AFRICA ONLINE,  (COUNTRYWIDE)
•    Coordinated and managed, sales and customer service activities with the goal of increasing fax revenue by drawing up plans and overseeing their implementation to achieve agreed targets.
•    Organized and Implemented market activities on Efax within outlined budget.
•    Developed key personnel within the Efax department to assist in expansion of the product Africa wide
•    Directly supervised a group of support engineers and account managers responsible for the fax product.
•    Established and maintained good corporate relations with customers,
•    Conducted quarterly product analysis to fit into Africa Online's business strategy.
•    Responsible for telephone support, site support, and Internet Fax clients who walk into our office premises
•    Conducted half yearly performance appraisals for Efax staff and in turn giving recommendations to the human resource manager in regard to their performance.
•    Responsible for all communications and correspondences to and from clients via email or otherwise

JUNE 1999 –JAN 2001 CUSTOMER SERVICE MANAGER, AFRICA ONLINE, KENYA.
•    Established adequate systems for delivering service to customers i.e. telephone system, customer service information system, and transport for customer service staff.
•    Ensured that all service complaints regarding billing queries are responded to immediately and resolved within acceptable time frames
•    Developed proper systems to ensure that installations and support for new clients are done within the required time frames
•    Ensured that all clients calling the customer service desk get immediate assistance, with proper telephone etiquette according to the company telephone policy while ascertaining that the clients get expected solutions to their problems
•    Conducted periodic surveys, i.e. weekly, monthly, quarterly to ensure that client’ queries are resolved by engineers and get the changing needs for clients.
•    Responsible for telephone support, site support, and clients who walk into our office premises.
•    Conducted half yearly performance appraisals for customer service staff and in turn giving recommendations to the human resource manager in regard to their performance.
•    Responsible for all communications and correspondences to and from clients via email or otherwise

JUNE 1997 TO JUNE 1999 CUSTOMER SERVICE ADMINISTRATOR, AFRICA ONLINE
•    Analyzed individual and company service usage trends to provide Quality of Service reports and offers recommendations to the clients on the same.
•    Performed routine research through the collection of statistical information in regards to new clients, and trends of usage in relation to available resources for comparative studies and execute corrective action on issues concerning product and services.
•    Identified potential client technical issues and referring them to the appropriate technical support representatives.  
•    Responsible for keeping statistics for monitoring performance in the departments on service related issues like answering of phone calls and turn around times to clients issues and recommending effective way of handling our market.
•    Inculcated a culture of data collection and analysis on who our clients are, through data collection, analysis and dissemination for further analysis by management
•    Examined client calling habits and the services they consume and how they impact on the current infrastructure to better ensure client satisfaction and retention and that all current product features are being utilized and understood.
•    Facilitated improved customer care techniques, customer service skills and provided positive feedback and reinforcement to the Customer Service team.

JUNE 1995 – JUNE 1997 - CUSTOMER SERVICE REPRESENTATIVE, AFRICA ONLINE
•    Run the front desk operations on a daily basis for an initial period of four months
•    Provided support to clients based on software and hardware related issues to the online services provided by the company.
•    Answered customer support, questions in person or on phone, relating to: -Use of the online system; Using the Internet; Downloading and file transfer; Use of the standard office software; Diskette inventory copy, and distribute to clients and internal use.
•    Updated Customer Service Information System with information from the billing System and marketing information.
•    Provided customer maintenance through determining the clients’ needs and expectations by conducting quarterly customer surveys.
•    Providing existing clients with updates on services and solving any of their service issues.
•    Creating awareness about Internet services and e-mail services via phone. Making personal visits to offices and distributing of promotional material.
•    Training clients on the use of Internet access and imparting its value to their business.
•    Providing telephone supporting to existing clients and scheduling appointments for engineers’ on-site support and outsourcing new accounts.

EDUCATION
Kenyatta University, Kenya
Bachelors of Education (Arts) degree, Upper Second Class – Honors 1997

Diploma in Information Technology (Kenyatta University Computer Centre)

Nairobi University, Kenya, MBA in Strategic Management (Marketing Bias)
TECHNICAL AND CUSTOMER SERVICE SKILLS
These skills have been derived from training acquired though the progression of time and I can readily use them any time.

1995-1996
Kenyatta University Computer Centre
Computer Systems And Applications

1997– 1997           
Institute Of Advanced Technology
Proficiency in Word, Excel, Access & Power Point

1998 – 1998           
Business English And Communication Training
Managing Myself And My Customer

1998-1999                     
Independent Communications Associates
Certificate In Communication And Team Building

1999 - 1999           
Development Dimensions International
Certificate In Service Plus

2000 -  2000
Daigle Carnegie
Leadership And Management Training

2000 – 2000
P3 Management Consultants
Job Evaluation

PERSONAL DATA
Religion    Christian  
Marital status    Married
Gender    Female   
Nationality    Kenyan

SUMMARY
My career objective is to develop a career at top management in Customer Service/ management/Customer Care/ Marketing.