Joan Mwangi

CUSTOMER SUCCESS LEAD

Cellulant  LTD – August 2021 to present

In this role my duties included:

• Supporting global and regional merchants across African markets to consume Cellulant products majorly (Checkout, payouts, Instore and remittances)  seamlessly.

SERVICE ASSURANCE LEAD

Cellulant  LTD – November 2019 to August 2021

In this role my duties included:

Service management

• Providing an interface to service management to different clients ranging from Airlines, banks, Ecommerce merchants and Mobile network operators across 21 African markets. 

• Working with other internal teams to ensure that service issues receive prompt detection, escalation, resolution and communication.
• Ensuring accurate and fast incident management process is in place and is followed
• Generating  and sharing comprehensive incident reports (RCA’s) for major incidents that occur,  within the time stipulated in customer SLAs.
• Supporting and administering the change management process across the countries.
• Coordinating the problem management process across all the markets and seeing through permanent  resolution.  
• Developing  a view of customer experience, service performance and delivering this insight to shareholders and internal business teams for better customer service.
• Co-ordinating the engagement with customers on matters around technology operations through  regular service review meetings
• Tracking customer feedback to ensure that issues raised during service meetings are closed and communicated to the clients.
• Measuring the quality of services through reporting and recommending areas of improvement.

SERVICE DESK ANALYST

Pevans East Africa – July 2018 to November 2019

In this role my duties include:

1.Incident management

• Documenting incident management policy and process.
• Implementing incident management process.
• Enforcing the Incident management process

2. Change management

• Documenting change management policy and process
• Participating in the changes tests and gathering feedback from users. 
• Monitoring changes after go live and logging any incidents that may arise.
• Tracking and documenting all changes in ITSM tool (Service Now)
• Enforcing the Change management process

3. Problem management

• Documenting problem management policy and process
• Launching problem management process in the IT department
• Tracking problems root cause analysis and workarounds
• Updating the known errors in Service now.
• Updating the knowledge base
• Enforcing the Problem management process

4. Reporting

• Generating management reports for incidents, changes and problems.

5. Supplier Management

• SLA reviews with suppliers
• Reviewing the supplier contracts to ensure that they meet the business need.
• Monitoring the expiry of contacts

6. ISO 9001:2015 Quality management  System

• Awareness training for QMS
• QMS lead for IT department involving creating policy and procedure documents
• Conducted internal audit for QMS in other departments.
• Creating risk registers and performing risk assessment for QMS

7. ISO 20000 System Management System 

• Risk assessment for ISO 20000
• Document review for ISO 20000

Achievements:

• Rolling out ITSM tool (Service Now).This automated the IT processes and created visibility of all IT service issues and solutions provided.
• Documentation and Implementation of ITIL policies and processes (Change, Incident, Problem and Request fulfillment). This improved service delivery and customer satisfaction. 
• Taking IT lead in ISO 9001:2015 and conducting internal audit. This helped in bridging the audit gaps, in preparation for ISO certification.

SERVICE DESK ANALYST

Sidian Bank – May, 2016 to June 2018

In this role my duties included:

• Receiving, resolving and logging customer’s incidents & requests.
• Generating weekly incidents reports. 
• Implementing service desk policies, plans and strategies.
• Administration of windows server 2012 Active Directory 
• Administration of office 365 and offering user support across the branches, while also receiving technical support from Microsoft.. 
• Monitoring of links, liaising with network team and vendors in case of faults.
• Administration of change management process.
• Sending out communication to users on system outages and planned changes.
• Knowledge Base management
• Security patch updates for windows servers and pc’s via SCCM
• Administration of Money gram and western union.
• User rights administration and support of the loan system (CQ)

Achievements:

• Project coordinator handling communication in Infrastructure overhaul and data center migration.
• Project coordinator handling successful roll out and support of the cheque system(Sybrin).
• Money gram administration as a result transactions grew by 173% in one month. Total revenue grew three fold from USD 3,173 to USD 10,068YTD.

IT Business Relationship Analyst

Kenya Airways – March, 2015 to May 2016

In this role my duties include:

• Managing compliance and execution of processes (Service level Management, Change Management, Business Relationship Management, and the supplier Management processes), 
• Planning and coordination of processes documentation, training, awareness sessions to both IT team and the Business.
• Engaging vendors for service reviews 
• Business engagement to better understand customers’ needs
• Analyze weekly/monthly incidents trends to identify opportunities to improve 
• Maintenance of a comprehensive Catalogue for all IT Services 
• Development of a robust Continuous Service Improvement Plan 
• Managing transition of applications from System Development to IT operations 
• Knowledge Database management and coordination of IT activities
• Acknowledgement of   customer complaints, compliments or suggestions 
• Change management administration

Achievements

• Computed Mean time between failure (MTBF) of IT operations systems that helped in determining system reliability and proper decision making for unreliable systems, hence leading to stability and continuity of business operations.
• Signing of SLA with the JKIA operations team, contact center and technical team. This contributed towards aligning IT services with the business.