About SELINA KANAIZA:
I have over 17 years experiece in customer management by auditing customer facing processes through customer lifecycle from on-boarding, usage, query resolution and site visits and Introducing improvements to achieve first time right at each step.
Work with Customer Experience,Commercial, field teams and business partners to formulate and roll out retention strategies as well as extend customer management reach and to provide localized solutions and support to customers through the lifecycle.Enforce customer retention centricity in all Customer Experience functions, team members and processes; 1st line, 2nd line support and in Retention; including respective outsource partner resources.
Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and revenue enhancement opportunities, to achieve budgeted retention KPI's susch as subscription revenue and paying base.
Designing and developing reports and analysis that will assist Retention Team to pin point customer lifecycle trouble spots which require immediate actions, by daily monitoring of the customer complaints register and ensuring constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.
Experience
Wananchi Group Kenya Limited
Position: Regional Retention Manager – West Region: March 2022 – To Present
Duration: 10 months
Wananchi Group Kenya Limited
Position: Regional Retention Team Leader – West Region: Jul 2021 – February 2022
Duration:7 months
Wananchi Group Kenya Limited
Position: Retention Team Leader and VIP Accounts Manager: Jan 2017 – Jun 2021
Duration: 4 years 6 months
Wananchi Group Kenya Limited
Position: Zuku Office and Service Engineer Supervisor: Jul 2014 - Dec 2016
Duration:2 years 6 months
Wananchi Group Kenya Limited
Position: Customer Service Gpon Supervisor and Trainer: Aug 2013 to Jun 2014
Duration:11 months
Wananchi Group Kenya Limited
Position: Customer Service Representative: Feb 2012 to Aug 2013
Duration: 1 year 6 months
Airtel Kenya Limited
Position: Customer Service Representative (Koinange Retail Shop): Oct 2009 to Jan 2012
Duration: 2 years 3 months
KenCall EPZ
Position: Team Captian (Telkom Kenya Account): Mar 2008 to Apr 2009
Duration: 1 year 1 month
Dolphine Automobiles Limited
Position: Office Secretary: Jan 2006 to Feb 2008
Duration: 2 years 1 month
Education
Kenya Institute of Business Management-Jun 2009 to Mar 2010
Diploma in Business Management
Alphax College- Jun 2005 to Oct 2005
Certificate In computer Application
Catholic University of Eastern Africa- Aug 2004 to April 2005
Certificate in Pre-University Course
Parklands Arya Girls High School-Mar 2000 to Oct 2003
Kenya Certificate on Secondary Education
Professionals in the same Customer Service / Support sector as SELINA KANAIZA
Professionals from different sectors near Athi River
Lynn Ayunga
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Other users who are called SELINA
Joy Selina Madara
Currently I am do online writing
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selina njoki
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