Michael Wanjohi

Dynamic operations management professional with extensive experience in customer support and business development across diverse sectors, including banking and loyalty programs. Proven track record in overseeing daily operations, optimizing resource allocation, and implementing process improvements that enhance efficiency and drive business growth. Adept at building and nurturing strong relationships with clients and stakeholders, I excel in delivering exceptional customer service and fostering collaboration within cross-functional teams.

With a strong background in training and developing staff, I am committed to empowering teams to achieve operational excellence while ensuring compliance with organizational policies. My expertise in data analysis and performance monitoring allows me to identify opportunities for strategic enhancements, ultimately contributing to the sustained success of the organization in competitive markets. Passionate about leveraging technology to streamline operations and enhance customer engagement, I am dedicated to driving initiatives that align with business objectives and elevate service delivery.

Customer Support - Operations at Giift Management Asia Pte Ltd (2018-04 – Present)

• Actively providing timely support to clients by addressing inquiries and resolving issues, which enhances client relationships and fosters loyalty to Giift's services.
• Overseeing all merchants within the Giift Marketplace in Kenya while ensuring their needs are consistently met through effective communication and support, thus promoting long-term engagement and collaboration.
• Spearheading comprehensive training initiatives to equip merchants with the skills necessary to effectively utilize Giift's gift card solutions, maximizing program benefits and driving sales.
• Working closely with cross-functional teams to design and launch innovative loyalty programs for various banks in Africa, enhancing customer engagement and brand loyalty through strategic initiatives.
• Handling customer inquiries via email and calls through Zendesk to ensure all queries are addressed promptly, significantly improving the overall customer experience and satisfaction.
• Engaging with customers regularly to share insights on success metrics and potential growth opportunities, which fosters collaboration and strengthens customer relationships.
• Owning and overseeing daily fulfillment requests from merchants to ensure all operational needs are met efficiently, maintaining smooth operations and high levels of merchant satisfaction.
• Creating and providing comprehensive support for Visa Merchant offers across twelve African countries on the Visa Marketplace, thereby expanding brand outreach and enhancing customer engagement.
• Enforcing organizational policies and procedures to ensure high-quality service delivery, meeting customer expectations and enhancing the organization's reputation.
• Continuously improving professional knowledge by attending in-house training sessions and reviewing relevant publications, which helps in staying updated with industry trends and best practices.
• Implementing and providing training for OLA energy stations on the OLA Go loyalty program in Kenya, driving program adoption and ensuring all stakeholders are well-informed.
• Analyzing customer interactions and feedback to identify operational improvement areas, strategizing future enhancements that align offerings with customer needs and drive business growth.

Sales Executive at Safaricom Limited (2015-12 – 2017-11)

• Evaluated, researched, and analyzed various sales options to identify potential business opportunities, enabling the team to target the right market segments effectively.
• Established contact with prospects and developed strong relationships to recommend tailored solutions, which resulted in increased sales and customer satisfaction.
• Provided ongoing support and information to clients while recommending product and service improvements, which helped sustain long-term relationships and foster loyalty.
• Collected, analyzed, and summarized sales data to prepare comprehensive reports, facilitating informed decision-making and strategic planning for the sales team.
• Enforced and adhered to organizational policies and procedures to ensure high-quality service delivery, meeting customer expectations and enhancing the company's reputation.
• Attended in-house training sessions and reviewed relevant publications to maintain professional and technical knowledge, staying updated with industry trends and best practices.
• Actively shared information and expertise with team members to improve processes and enhance service levels, fostering a collaborative work environment.
• Analyzed customer feedback and market trends to suggest improvements in products and services, directly contributing to increased customer satisfaction and sales.
• Monitored individual and team sales performance against targets, allowing for timely adjustments in strategies to maximize sales effectiveness.
• Engaged in market research to keep abreast of competitor offerings and industry changes, informing the sales strategy and positioning of Safaricom products.
• Collaborated with management to develop and implement effective sales strategies that aligned with company goals and addressed customer needs.
• Assisted in training new sales team members, sharing best practices and strategies to enhance their skills and ensure a cohesive team approach.

Cash Officer at African Banking Corporation (ABC Bank) (2014-01 – 2014-09)

• Oversaw the daily cash balancing for tellers, helping to resolve discrepancies and ensuring that shortages and excess reports were submitted on time to maintain accurate financial records.
• Provided training and support to new tellers, guiding them through their responsibilities and monitoring their transactions to ensure compliance with bank policies and procedures.
• Kept staff informed about bank manuals and procedures, ensuring that reference materials were accessible and up-to-date, which helped streamline operations.
• Enhanced staff understanding of bank products and regulatory requirements, enabling them to handle customer inquiries effectively and accurately.
• Encouraged staff to identify opportunities for marketing additional products and services, facilitating referrals to other departments to improve customer engagement.
• Fostered a cooperative environment among staff, promoting the sharing of knowledge and best practices to improve overall service quality and efficiency.
• Recognized and reported exceptions or questionable practices within branch operations, communicating concerns promptly to the Branch Manager and Head of Operations.
• Managed the rotation and scheduling of staff responsibilities based on customer traffic, ensuring that service levels were maintained during peak times.
• Observed staff interactions with customers, stepping in when necessary to address questions or resolve issues, ensuring high standards of customer service.
• Promoted teamwork by encouraging staff to collaborate on problem-solving and share insights, which contributed to enhanced service delivery.
• Assessed the branch's coin and currency needs, ensuring that appropriate levels were ordered and maintained to meet customer demand without disruption.
• Implemented strategies to improve operational efficiency, ensuring the branch consistently met customer needs with high-quality service.

Customer Service Representative at ABC Bank (2011-02 – 2014-01)

• Managed cheques, cash deposits, and withdrawals, ensuring authenticity and accuracy in customer accounts while maintaining attention to detail for high customer satisfaction.

Vehicle and Asset Finance Consultant at CfC Stanbic Bank (2010-05 – 2011-01)

• Guided clients in securing vehicle and asset financing by evaluating credit applications and offering tailored solutions, fostering strong relationships to meet their needs.

Registration Assistant at Catholic University of Eastern Africa (2009-08 – 2010-03)

• Supported the registration process for students by managing enrollment data and ensuring documentation was complete, while resolving any registration issues with administrative staff.

Bachelor of Science in Tourism Management – United States International University - Africa (2009-08)

Diploma in Tourism Management – Technical University (2004-11)

Kenya Certificate of Secondary Education – Jamhuri high School (2001-12)