Eunice Ndila

I am an experienced and trusted Client Relations Professional with extensive experience of over 8 years, a strong commitment to helping customers solve their problems and maintaining a positive company image. I have proven ability to listen carefully, solve problems quickly and efficiently, and build high-quality professional relationships with customers. I am enthusiastic, creative, rigorous and one who hungers for success and career development.

I desire to work within a challenging and rewarding environment that will give me an opportunity to utilize my acquired skills, apply my academic knowledge that leads to both personal and organizational growth with an aim of achieving set objectives.

Customer Relations Officer - Smart Applications International Ltd, Nairobi, Kenya

 January 2019 to present.                                                                                                                   

Responsibilities:

Departmental Strategy

• Continuously collaborating with the head of department in developing departmental strategy (both short-term and long-term goals) aligned to the organizational strategy.
• Responsible for developing the road map and time frame to achieve the strategy.
• Developing customer services improvement strategy.

Internal Controls, Processes & Procedures 

• Continuously ensuring proper controls, processes and procedures are always adhered to as per the laid down policies. 
• Continuous tracking of missing customer records and data critical for decision-making and reporting purposes.
• Forwarding upselling and cross-selling opportunities to the sales team in a bid to increase the company’s revenues and customer base.
• Liaising with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.

Customer Experience 

• Conducting one-on-one quarterly sessions to review customer performance and provide effective recommendations for improvement. 
• Researching, compiling, and providing customer feedback on the use of systems, greatly contributing to improved operational processes and supporting critical business strategies.
• In conjunction with the Head of Department, coordinating proper initiatives aimed at gathering feedback from customers on service standards and advise business on improvement. 
• Tracking and monitoring complaint resolution with a view of ensuring response times and standards are maintained.
• Continuously acting as a point of escalation to resolve customer, internal and/or external business queries relating to sales operations in a timely manner and in line with service levels.
• Creation of activities and engagements to enhance customer experience, knowledge, and patronage.

Customer Retention 

• Efficiently preserving customers contracts and renewing the expiring or near ending contracts.
• Continuous tracking of missing customer records and data that is critical in decision making and for reporting purposes.
• Creating and maintaining project schedules, database documentation, and acting as liaison between all organizational departments.
• Managing multiple vendors and coordinating with all company brand stakeholders within and outside the organization.
• Analyzing customer feedbacks and developing new techniques to ensure customer retention. 
• Continuously building positive working relationships with customers for repeat businesses.

Customer Relations Representative - Smart Applications International Ltd

June 2017 to December 2018

Responsibilities: 

• Formulated and executed objectives, plans and strategies.
• Identified and evaluated market opportunities related to the assigned accounts.
• Managed existing key partnerships - provided outstanding, proactive holistic support to our key customers and partners.
• Built and maintained trust and rapport with existing key partners, ensuring the relationships are fluid, with proactive follow ups and timely completion of tasks.
• Project manage all key aspects of key partnerships internally (i.e., responsible for tracking key deliverables across departments [e.g., Ops, Tech, Marketing, Finance]) and externally (i.e., be the” go-to” contact for partners).
• Cross-functional communication and processes by working with operations department, finance department to ensure on time payment and marketing department to determine marketing initiatives required to convert new customers.
• Continuously improved cross-department processes and communication efficiency.
• Collected partner feedback on products that informed the product development team on market trends and customer preferences.

2009-2013: Bachelor of Commerce; Operations Management - University of Nairobi