Sophie Mbugua

Snr Manager Retail and Logistics, M-KOPA Uganda

• Managing and driving efficiencies in Warehouse and Logistics (Forward and Reverse)
• Managing and driving efficiencies in Phone Servicing by managing OEMs (Samsung and HMD) and 3rd party  phone Repair Centres
• Driving efficiencies in inventory management through monthly audits, reporting and shrinkage management from the Warehouse to the last mile
• Retail footprint management and expansion through M-KOPA owned Service Centres and 3rd party outlets/depots 
• Develop, implement, and monitor processes and systems to improve customer experience in the Retail Outlets.

Global Phone Servicing Manager, M-KOPA LTD

Achievements

• Implemented an improved Phone Servicing SLA tracking methodology that provided better visibility on phone servicing in all markets (Kenya, Uganda, Nigeria, Ghana)
• Introduced a data analytics arm in Phone Servicing in all markets that enabled better visibility that was critical in offering a good customer experience in phone servicing
• 6-month secondment in Uganda where in a quarter I achieved reduction of customer backlog from ~750 to ~300 with the average turnaround time reducing from ~50 days to ~18 days by providing visibility through data that enabled making of data driven decisions 

July 2021 – Dec 2021

Diagnostics & Phone Servicing Manager, M-KOPA LTD

Achievements

• Phone Servicing After Sales Service – I identified gaps in the processes, then recreated and documented the processes that have been used as a precedence in all markets
• Returns Forecasting - Developed a forecasting method to determine returns expected in a year. This enabled planning, both internally and with our external stakeholders such as the third-party Accredited Service Centres and OEMs who used this information to plan for resourcing and availability of spare parts.

Jan 2021 – June 2021

Retail Projects & Diagnostics Senior Lead, M-KOPA LTD

Achievements

• Aftersales Customer Service (Solar) – Unearthed and spearheaded clearing of customer backlog of ~13,000 to <5500 customers, by deep diving into the ticketing system data, deriving insights from it, and coming up with a backlog fulfilment plan. This led to increased customer satisfaction and created a process to ensure this problem would not resurface.
• Perfect Order KPI Improvement – Reduced broken TVs in the Reverse Logistics from ~150 to zero thus saving the company 15,000 USD worth of replacements monthly
• Implemented and improved the Out of Warranty customer strategy that gave customers with Out of Warranty phone faults an option for a refurbished discounted phone option 
• Implemented a Product Launch Plan that ensured the Retail team was ready for any product launch by the business
• Introduced a Quality Analysis department within Retail that improved compliance on processes that are key in delivering a good customer experience

Jan 2020 – Dec 2020

Retail Projects & Diagnostics Officer, M-KOPA LTD

Achievements

• E-Waste Management Project - Spearheaded and managed inter-departmental teams and coordinated external consultants; domestic and foreign, with the objective of making the company compliant to regulations regarding E-Waste.
• Freshdesk Ticketing System Project - Managed project implementation in 65 Retail Shops countrywide and implemented reporting structures with the new system. This brought about visibility of customer issues at M-KOPA retail outlets that was otherwise non-existent
• Fast Swap Project - Empowered retail outlet assistants to troubleshoot, diagnose and conduct necessary-only device swaps that improving customer experience while reducing cost of repair

Diagnostics Officer, M-KOPA LTD

Achievements

• I created the data analytics arm in Retail that led to the enforcing of adherence to diagnostics processes of our devices at our retail outlets. This ensured good customer experience and reduced cost of repair.

Women in Technology Internship, Safaricom LTD

• Built network design solutions for various enterprises

Device Analytics Assistant, M-KOPA LTD

• Client data management and device analytics using MySQL and Microsoft Excel that resulted in better customer experience for M-KOPA Solar customers

Engineering Hardware Intern, M-KOPA LTD

• Ran hardware and firmware product feature tests on M-KOPA embedded devices that would inform development of bug fixes 

ICT Intern, Dawa Pharmaceuticals LTD

• Performed on-site and remote technical support to all users and the business 

ICT Intern, Wananchi Group LTD

• Core support of ICT systems including but not limited to CRM, Active directory, Wincable, Kayako ticketing system, Pastel ERP and automation using AutoIt