Winnie Alila

Highly motivated and results-oriented professional with a strong background in customer Experience. Proven track record of enhancing customer experiences, building relationships, and driving customer growth. Skilled in analyzing data, implementing process improvements, and training teams to deliver exceptional service. Dedicated to fostering a customer-centric culture and exceeding customer expectations. I am seeking a challenging role where I can utilize my skills to contribute to the success of an organization.

Work Experience:

NMC FERTILITY KENYA LTD (FERTILITY POINT) - Customer Experience Executive

March 18th, 2022 - Present

• Develop and execute strategies to enhance the overall customer experience, identifying pain points, gathering feedback, and implementing improvements.
• Oversee customer service operations, ensuring prompt resolution of inquiries, complaints, and issues.
• Cultivate strong relationships with key customers and stakeholders, acting as a trusted advisor.
• Implement initiatives to enhance customer retention and drive growth through upselling and cross-selling.
• Utilize data analysis and insights to identify trends and opportunities for improvement.
• Continuously review and refine customer service processes, implementing automation and technology solutions.
• Develop mechanisms for capturing and analyzing customer feedback, driving improvements based on findings.
• Conduct training programs to enhance employees' customer service skills and product knowledge.
• Foster a customer-centric culture throughout the organization.
• Lead the customer service team. 
• Coordination of shipments of gametes to and from the clinic. 
• Planning and coordinating advertisement on social media, television, radio and outdoor.
• Planning and overseeing medical camps and activations.
• Developing and overseeing campaigns.
• Driving the new patient footfall at the clinic as per monthly/ yearly targets. 
• Interviewing, orientation and training of new hires on the product. 
• Data analysis and reporting monthly and annually. 

Bachelor of Education (Arts) from karatina University from 2014 to 2019. Online courses on customer experience