Mitchelle Achieng

Customer Experience Manager

Talent

Nairobi, Nairobi Area2500 KES/hourMember since 9 May 2023

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customer relationship managementservice centre managercustomer experience specialist operations management logistics management

About

I’m a Customer Experience Specialist with more than 5 years of experience in pursuit of exciting endeavors to apply my skills in new ways. I am currently the Service Centre manager at Engie Energy Access Kenya. I oversee the day to day operations of all the 45 service centres across Kenya. I’d love to bring my expertise and enthusiasm to the growing customer experience team.

I have vast experience in Customer Relationship Management, Operations Management, Inventory Management, Portfolio Management, training and coaching, quality analysis, customer journey mapping, Sales and Marketing and Lead generation management. With this background I believe I will be able to nature an all rounded team that is engaged, motivated and well equipped with the right competencies such as: great communication skills, portfolio analysis, problem solving, patience, and emotional intelligence. These are pivotal skills that will make a great team that will deliver exceptional customer experience.

Experience

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.