Camilita Ajiambo

I am an all-rounded and multi-skilled professional with experience in Administration and Customer Service. Throughout my experience, I have excelled in coordinating administrative functions and running end-to-end executive support in office setups, defining and analyzing customer requests to resolve issues accurately and in a prompt manner to ensure customer retention and satisfaction. My experience has gained me diverse skills in administration, office management, phone etiquette, executive support, customer relations and customer service. I am capable of blending into any environment and can ensure the smooth running of office operations. I am a highly capable change- agent who consistently refines and revitalizes strategies initiates change and facilitates solutions-driven team collaboration. Led by my strong problem-solving and organizational skills I have established a unique ability to steadfastly manage duties and responsibilities pertinent to the growth of a company. I am now looking for a position where I can utilize my experience and skillset by ensuring smooth office operation and customer satisfaction.

Franchise Manager

Mozzartbet Kenya Limited; SEPTEMBER 2019   

Duties and Responsibilities

• Receiving applications from possible franchisees. 
• Evaluating of their premises and assisting franchisees through renovation and fit-out.
• Installing of equipment and supervising training of their staff. 
• Offering continuing support of all franchisees. 
• Facilitating the collection of funds from franchisees to Mozzart bet Kenya. 
• Coordinating the process of getting a new franchisee set up.
• Training of them and their staff and support as they work with Mozzart Bet.                                       

Key Achievements

• Started when the company opened in Kenya as a trainer.
• Trained the first cashiers and customer care agents for Mozzart bet.
• Worked as the call center manager for Mozzart bet in 2018 and 2019.
• Promoted to franchise manager in September 2019 with a mandate to open franchise shops.
• Managed to achieve 50 shops From 2019 to 2020
• Due to Covid -19 restrictions, we had to close all shops and suspend operations and we reopened in 2021 May.
• From June 2022 we resumed and we have opened 19 shops and we continue to open more.                           

Betting Shop Manager – Kayole, Ronald Ngala CBD, Nairobi and Kawangware.

Mozzartbet Kenya Limited; August 2018       

Duties and Responsibilities

• Checked shop in Amadeus to track turnover and total tickets.
• Reminded franchise partners to send their weekly collections.
• Prepared BCLB (Betting Licensing and Control Board) applications for approved locations.
• Handled the Jira (server-side application) tasks for Mozzart shops shortages Jira tasks monitoring works in progress for fit-out and renovations (I monitor the progress of a shop from approval to when it's set up and ready for operations).
• Communicated with franchise partners.
• Responded to persons interested in becoming franchisees requests via email and follow-up calls.
• Communicated with administrator, franchise cashiers and franchisee on various issues queries and requests.

Call Center Manager

MozzartBet Kenya Limited; October 2017     

Duties and Responsibilities

• Responsible for running MozzartBet Kenya Limited.
• Answered representative’s questions, guided them through difficult calls or issues, diffused angry customers, or handled issues that cannot be fielded by representatives.
• Prepared reports and analyzed call center data to improve processes, ensured resources are properly allocated, and maximized efficiency and customer satisfaction.
• Assisted other management team members in identifying trends and establishing call center goals.
• Ensured staff members are achieving desired service levels and taking corrective action, as needed.

• Customer Care: Technical Support Customer Service and Social Media Management
• Technical Support Customer Service and Social Media Management: Infinity Capital Nairobi Kenya
• Teleperformance Kalithea 330 Athens Greece: Apple Department; Technical Support Apple iPhone, iPod and Ipad
• Web Design Consultant: Internet Service Provider: Sahannet

Ongoing undergrad degree in International business studies at Mount Kenya University.