Emily Nyamai

Customer Experience Executive: November, 2009 to date 
Provision of friendly and professional service at all times to repeat and prospective customers usually reflected in the feedback provided by the clients.
Key contributions:
Maintain a good business relationship between the organization and its customer base.
Sales and marketing of the organizations’ products and services by cross-selling to the needs of the customers.  
Provide first level recommendations to clients regarding Safaricom products and services.
Professionally handle incoming requests from customers and ensure raised issues are resolved within SLA.
Efficiently gather customer information, access and fulfil their needs
Develop and implement improvement plans and strategies on enhancing customer satisfaction thus ensuring 100% client retention.

Safaricom Ltd -Fintech operations: Nov 2020 – May 2021
Provision of 3rd level customer support 
Key contributions:
Assisted in resolving customer problems beyond supervisory level in all operational areas as well as working with key stakeholders.
Maintained continuous lines of communication keeping partners well informed of critical issues.
Identify & Support CARE & offer Demand reduction initiatives in collaboration with customer facing teams.
Used data to suggest actionable insights. 
Ensure all internal and external customer requirements are captured during project conceptualization 
Reviewed & reengineered existing processes with a view to offer unmatched customer experience
Supported product development team in development of new products in terms of testing and after cut off
Carried out usability tests during upgrades and system deployments to improve 
Enforced controls during process formulation, in collaboration with the Risk teams to mitigate fraud 
Demonstrated continuous support for product related revenue generating or cost cutting activities. 
Reviewed customer feedback and complains to identify areas of improvement and opportunities for growth.

Safaricom Ltd: Acting Team Leader/Support Analyst- July 2013 to 2020
Offer 2nd level support to customer facing teams in different retail shops- Sarit, Care desks, I&M and Moi Avenue
Key contributions:  
Lead and manage a team of customer service agents  
Plan, assign and monitor work tasks for optimum team efficiency  
Identify and address development needs  
Determine customer service requirements through benchmarking best practices  
Oversee people management, cash management and sales
Analyze data to identify strategies for improvement on Safaricom products and services.
Presided over escalation support management, user acceptance test, coaching and training on new and existing products.
Ensured escalated issues from the retail shops/care desks are handled in a timely manner and feedback provided within defined SLA
 

Masters-Business Administration Kenyatta University -ongoing

Degree-Environmental science kenyatta University  

Customer journey Mapping-LinkedIn 

Ux -Online course (ongoing)