mitchelle achieng

Service Centres Manager 

• Service Centre Operations: Manage the day-to-day operations of all 45 EEA service centers across Kenya, including resource allocation, staff management, and adherence to established processes. Maintain a well-organized and efficient environment that promotes a positive atmosphere for both customers and employees.
• Customer Experience Enhancement: Lead the development and execution of strategies to enhance customer satisfaction and loyalty. Implement customer-centric initiatives, train staff in delivering exceptional service, and monitor customer feedback to continuously improve the overall experience.
• Logistics Management: Oversee the logistics process, including the receipt, storage, and distribution of products within the service centers. Collaborate with suppliers, warehouses, and transportation partners to ensure timely and accurate stock replenishment.
• Stock Management: Monitor and manage inventory levels to prevent stockouts or overstock situations. Implement the FIFO methodology and effective inventory control measures, conduct regular stock audits, and optimize stock turnover to minimize costs while meeting customer demands.
• Product Handover: Ensure the proper handover of products to eligible customers. Develop and implement streamlined processes for product handover, including verification of eligibility, product demonstrations, and providing necessary documentation to customers.
• Team Leadership: Lead and motivate all service center representatives, fostering a culture of excellence, teamwork, and continuous improvement. Provide guidance, training, and coaching to ensure that employees deliver high-quality service and adhere to operational standards.
• Performance Metrics: Define and track key performance indicators (KPIs) related to customer satisfaction, service center efficiency, logistics accuracy, and product handover effectiveness. Regularly analyze data to identify areas for improvement and take corrective actions as needed.
• Collaboration: Collaborate with cross-functional departments such as sales, marketing, and technical support to align strategies, share insights, and drive holistic business growth.

Bachelor of Cooperatives & Community Development
Cooperative University of Kenya
09.2015 – 05.2019
Second Class - Upper Division

International Computer Driving license (ICDL)
Institute of Advanced Technology
05.2017 – 08.2017

Kenya Certificate of Secondary Education
Nembu Girls High School
02.2011 – 11.2014