George Kidenda

I am a vibrant  Customer Champion with over half a decade of experience in customer experience and sales. I help organizations build and maintain relationships to bolster growth.

I enjoy working with companies that are unapologetically customer-centric and that facilitate a high challenge, growth and support oriented work culture.

I am most impactful in high trust environments that offer greater agency on ownership. I am keen on working on challenging goals in diverse teams that thrive on psychological safety,grit and empathy. Beyond that I love connecting with new people, and building communities.

As a Customer experience partner at Safmarine Kenya Limited  I solved 90% of customer service issues within 4 hours increasing customer positive reviews by 20%

As an Account Manager in Shara Technologies Limited I doubled my teams overall collections from KES 20,475,707 in the first quarter of 2022 to KES 59,009,614 in the fourth quarter of 2022 moving the teams overall repayment score from 83% to above 95%. Collecting a total of KES 147,623,295 in the year 2022

Account manager 10/2021 - 02/2023
 Shara Technologies Limited
Nairobi, KE
• Managed and supported a team of ten community leads whose KPI's were new merchant acquisition and maintenance of repayment scores through collection activities
• Planed and executed training and onboarding for over 50 community leads who actively went into the market to acquire new merchants and follow up on customer repayments
• Implemented weekly one on ones with my team to get a better understanding of their needs to help me support them better. This increased team productivity by 30%
• Increased the organization merchant base by over 700 merchants over nine months translating to over USD 500,000 of new facilities on the Shara platform in turn increasing monthly revenue by 10%
• Doubled my team’s overall collections from KES 20,475,707 in the first quarter of 2022 to KES 59,009,614 in the fourth quarter of 2022 moving the team’s overall repayment score from 83% to above 95%. Collecting a total of KES 147,623,295 in the year 2022 

• Increased my team’s acquisition monthly average facility size by 82% from USD 16,391 in the first half of 2022 to and average monthly faculty of USD 29,843 in the second half of 2022

Junior Consultant 01/2021 - 09/2021
Freightlogix Kenya Limited
Nairobi, KE
• Researched and reviewed papers under senior consultants within the company
• Reduced project budgets by 5% through volunteering to conduct data collection and data analysis during the undertaking of research projects
• Improved turn around time for research paper completion through volunteering to support in editing and formatting research papers for final submission

Customer Experience Partner 05/2017 - 08/2020
Safmarine Kenya Limited
Mombasa ,KE
• Managed a customer portfolio of over 300 shipper accounts
Negotiated new business for the company by approaching and upselling products to new and existing business customers
• Solved 85% of customer service issues within 4 hours increasing customer positive reviews by 10%
• Trained and onboarded new and existing merchants on new and existing products resulting in a decrease in system based issues in turn increasing the teams net promoter score by 20%
• Planned and organized, The "Cha Usiku Grand Prix", which was a personal project that brought all the different teams together every last Friday of the month to race and interact beyond the work place to increase team motivation and cohession

PMP certification Candidate 

Project Management Institute 05/2023 - Present)
 

Bachelor of Commerce (Finance)
Strathmore University
03/2014 - 12/2017
 

Chartered Institute of Marketing (level 4)
Strathmore University
01/2016 - 09/2016
 

Enterprise System Fundamentals with SAP
Strathmore University
03/2016 - 06/2016