COLLINS KAVOI

I got involved in customer success and account management because building beneficial relationships with customers is what I’m best at. Through my person-centered approach to customer service, I’ve been able to deliver tangible results that move the needle in regards to revenue generation by enhancing efficiency directly leading to ensuring profitability. Here are a few examples of how I draw on my customer success and product management skills to expand business capabilities and deliver on my organizations’ objectives:

• Isteercustomerretention:Iusedatatoanalyzepotentialcustomerrisksandcollaboratewith engineering and sales business units to address key functionalities that need tweaks, develop custom strategies for customer needs and execute them to improve existing products and create new features to provide the best customer experience. Through these initiatives, I helped realize 98% renewal rates and created new business, surpassing internal goals by 23%.

• I grow customers’ life time value: Upsells require less effort than new sales. While leveraging key data, I help identify potential use cases for additional SaaS applications in-line with the customers’ goals. This involved regular customer engagement to understand their vision. As a result, I’ve helped grow new business from 0 to $500K+ in a previous organization.

• Ichampioncustomeradvocacyandloyalty:Irelentlesslyadvocateforcustomersanddeliver personalized experiences that they can fall in love with. I also eliminate customer effort through systematic defect elimination, self-service and support. For this, I helped create extensive documentation and automation for clients resulting in a 15% decrease in support-related tickets.

I advance organizational growth by using and introducing cutting edge tech, grow customer success and establish product-led growth guided by roadmaps. My ability to thrive in a collaborative environment allows me to cultivate strong relationships with customers and team members. I am confident I will prove to be an indispensable resource to your company by providing customers with individualized attention to drive emotional connections, being trustworthy, managing, meeting and exceeding customer expectations, turning poor experiences into great ones and achieving an understanding of the customer’s circumstances to drive rapport.

CAMPAIGN MANAGER | INDEPENDENT CANDIDATE (MCA ASPIRANT) |FEB 2022 – AUG 2022 Key Contributions:

Preparing integrated campaign schedules and assigning timelines to various campaign teams based on target segments.

Organize and supervise the execution, monitoring and measurement of campaign rallies and their success.

Gathering campaign information and resources to facilitate efficiency and effectiveness.

Identifying and implementing tailor-made improvement measures when required based on data and feedback from

specific voting blocks.

Coordinating with the campaign team to review the status of the ongoing campaigns as well as Compile regular reports of

campaign performance and results.

Formulating and coordinating campaign budgets to ensure optimum operational expenditure.

Ensure campaign implementation and the message conveyed is in sync with our manifesto to ensure voter onboarding.

Recruit and train talent for the successful implementation of marketing campaigns.

Source and avail necessary campaign materials to teams.

Data analysis - Led the implementation of qualitative research methods, increasing data accuracy by 95% by using

integration tools. Trained and led a team of 20 in designing and conducting in-depth interviews, focus groups, observational research, surveys, and customer research methods.

Key Accomplishments:

• Managed to achieve a close second position for a first-time candidate in a seven-ticket ballot garnering an impressive 38% of the total votes tally.

 BUILDING&ROADWORKSCONTRACTOR |CAVOYS LIMITED |JAN2021–TODATE

Key Contributions:

Planning all crucial project development and implementation details including establishing a budget for the project and following it closely.

Determining the construction equipment and material requirements and planning their timely procurement with anticipation for them to reach the site when needed to ensure efficient workflow.

Predicting possible changes and creating risk mitigation strategies.

Meeting any legal and regulatory issues by acquiring all necessary permits and licenses for the project, while covering

any fees and taxes that apply based on local construction codes.

Establishing effective communication among all project participants.

Ensuring funds are available to keep the project moving.

Purchasing or renting the construction equipment required for the project.

Interviewing and hiring personnel with the required technical skills to complete specialized work.

Creating progress reports to justify intermediate payments.

Monitoring and ensuring quality control.

Using cost-effective construction methods to achieve feasible return on investment (ROI).

Guarantee construction site safety.

RELATIONSHIP MANAGER | COUNTY GOVERNMENT OF MAKUENI - KENYA |FEB 2019 – NOV 2019 Key Contributions:

Manage strategic initiatives and projects, including service proposals based on strategic goals, service delivery planning and reviews, budgeting and identifying opportunities for product and service delivery solutions promoting customer satisfaction by 20%.

Initiated solutions to increase revenue tracking, estimate delivery costs and return on investment for the public which increased project prioritization based on productivity, cutting back on wastage by 20% and increasing project impact by 50%.

Provided thought leadership based on set objectives, as a subject matter expert and led partner-engagement approach strategies to help onboard 5 new partners while retaining 100% of existing partners.

Grew the outline, implementation, execution, and adoption formula for free universal healthcare that resulted in improved access to quality healthcare for an additional 50% at-risk citizens.

Led resource management, work force planning systems and strategies, stakeholder satisfaction tracking and review to all internal departments to enhance service delivery in terms of efficiency, effectiveness and efficacy that improved labor productivity by 2% compared to the previous financial year.

Key Accomplishments:

• Project Launch & Management – Participated in the design creation, implementation, adoption and execution of a $9.25M free universal healthcare for residents of Makueni county bringing about access to quality healthcare for 68% of the population up from 9.6%. A positive impact of 58.4%.

 TECHNICAL SUPPORT SPECIALIST | HUDUMA KENYA SECRETARIAT |JAN 2017 – DEC 2019

Key Contributions:

Overhauled network systems to ensure smooth operations and steady service delivery to clients by ensuring minimal system downtime. Improved reliability from 8 to 3 minutes of downtime per day. A 40% improvement.

Created new network troubleshooting strategies to decrease OPEX maintenance costs that resulted in a 20% saving for the government.

Collaborated with engineers and scripted analysis of business requirements by partnering with key stakeholders across the organization to develop solutions for IT infrastructure strategy, architecture, and processes.

Led data mining for over 1M Company and product descriptions, extracted and enriched internal data to increased research efficiency by over 50%.

Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure.

Drove a high-performance integration of large IT projects, including the design, deployment and user training of new IT systems and services ensuring software and hardware systems modernization and relevance.

Conducting regular system audits on network, data security, and track and record ICT equipment performance reports.

Key Accomplishments:

System Improvement & Technical Support - Successfully secured, oversaw installation and user training of IT infrastructure improving software and hardware solutions.

Revitalized technical support through creation of knowledge bases and timely remote engagements.

CUSTOMER SERVICE REPRESENTATIVE | SAFARICOM PLC LIMITED |NOV 2014 – NOV 2016 Key Contributions:

Memorized entire line of company products and services, including prices and special discounts.

Provided basic technical support for clients on a wide range of company products, resolving issues at a 90% rate leading

to first call resolution and reduction in escalations and improved SLA periods.

Remained courteous and calm, even during moments of customer dissatisfaction.

Handle 150+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant

products and services information, and creating awareness on DIY procedures resulting in a 60% increase in product

adoption and 40% reduction on call ins and complaints.

Trained newer employees in how to use Kayako, entering customer data and organizing customer interaction logs.

Received an average 95% customer satisfaction rating to, 15% higher than the company average while meeting all other

KPIs.

Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in

cancellations.

Mobilized a consultative call center team and provided value-added technical and operational advice and recommended

appropriate products and services to the management based on customer feedback.

Guiding clients on various appropriate company products and services to suit their needs.

Provided clients with awareness on the best practices on products and services usage, technology adoption, and training to secure prominent wins in service delivery and customer relationships management while ensuring revenue growth with the focus on customer satisfaction, loyalty, success, and retention.

Utilized CRM software and CRM systems to run a central information repository and call center escalation point, ensuring the customer receives a world class support experience, thus reversing customer dissatisfaction, and improving customer loyalty by 50%.

Key Accomplishments:

Customer Success: utilized customer data to improve SaaS products and new feature recommendations.

Identified potential churn risk and led remediation efforts.

Collaborated with product, sales, and marketing teams to optimize service delivery.

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Business Information Technology

2014

Second class honours