Microsoft Excel
Alvin TEZI
Customer Success Manager
Nairobi
Summary
A client-centric and commercially astute Professional with over 5 years of impressive performance record in the service industry. I have served in different capacities in well-established organizations
I am currently serving as Operations coordinator in Crafty KE. My key roles are to provide support for managing production operations to ensure that volume, cost, waste, and quality standards are achieved, monitor employees' KPIs, management of production and dispatch schedules, make recommendations for process improvements, establish and maintain mutually win-win relationships with third-party vendors and customers.
As a Highly motivated operations professional, my ambition is to transfer these skills, experience and knowledge to an organization in the finance industry.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
OPERATIONS COORDINATOR
CRAFTY KE
7 2021 - Current
- · Providing support to customers by escalating product issues, managing customer inquiries, and addressing customer feedback.
- Creating monthly, quarterly, and annual reports.
- Performed administrative duties and prepared operational procedures to assist operations support manager.
- Coordinated with vendors, customers and internal departments to understand, monitor and communicate changes to workflows.
- Created and maintained well-organized electronic and hard copy files to support business processes.
- Participated in operations team meetings to coordinate and assign project management tasks.
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Provided exceptional customer service by addressing issues promptly and offering satisfactory solutions.
- Analyzed financial data for budgeting purposes, monitoring expenses closely to mitigate risks and optimize cost-effectiveness across projects.
- Collaborated with senior leadership on strategic planning initiatives to drive growth in line with company objectives.
- Trained and mentored new team members, fostering a positive work environment that encouraged continuous learning.
- Coordinated with multiple departments to ensure seamless communication and timely execution of tasks.
- Managed cross-functional teams for successful project delivery, ensuring on-time completion and client satisfaction.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
CUSTOMER SERVICE ASSOCIATE
CRAFTY KE
02.2021 - 06.2021
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Kept detailed records of customer interactions to track and resolve issues quickly.
- Proactively sought opportunities for personal growth within the role through continuous learning initiatives.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Informed customers about special promotions and provided detailed information for various products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed and updated databases to handle customer data.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
SALES EXECUTIVE
SCOPE MARKETS KENYA
07.2020 - 01.2021
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Identified upselling opportunities within existing accounts by staying informed about clients evolving needs.
- Implemented CRM system for better customer tracking, leading to improved follow-up processes and higher conversion rates.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Answered customer questions about software applications, payment channels, product inquiries as well as industry news and promoted key items.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
QUALITY ANALYST
HORIZON CONTACT CENTERS
12.2019 - 07.2020
- Provided detailed reports on quality metrics such as Customer Satisfaction, First Call Resolution, Call Duration to senior management, enabling informed decision-making.
- Monitored KPIs to proactively address shortfalls in call quality.
- Provided daily updates to team leadership on quality metrics by communicating the outcomes of call analysis and making recommendations for improvement.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Analyzed quality and performance data to support operational decision-making.
- · Conducted calibration sessions with the relevant stakeholders and ensured the feedback was cascaded to the customer service representatives.
- Took charge of training recruits, mentoring and pcoaching of new recruits.
Customer Service Representative
HORIZON CONTACT CENTERS
05.2019 - 12.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Tracked customer service cases and updated service software with customer information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
BSc. Financial Engineering -
Jomo Kenyatta University of Agriculture and Technology
05.2013 - 05.2018
Skills
Project Scheduling
Active Listening
Data Analysis
Customer Relationship Management
Logistics Coordination
Business Development
Teamwork and Collaboration
Team Leadership
Training Management
Software
Microsoft Word
Powerpoint
Freshdesk
Genesys Purecloud
Accomplishments
- Achieved 30% reduction in stock through effective data analysis to discover best performing products
- Achieved sales targets consistently over a period of three and a half years.
- Feted as the most "outstanding customer service agent"
References
- Michael Owit, CEO, Wood Den Ke, 0728896445, owitmichael@gmail.com
- Tony Tsalwa, CEO, Infogen Solutions, 0722869503, tonytsalwa@infogen.co.ke
Timeline
CUSTOMER SERVICE ASSOCIATE
CRAFTY KE
02.2021 - 06.2021
SALES EXECUTIVE
SCOPE MARKETS KENYA
07.2020 - 01.2021
QUALITY ANALYST
HORIZON CONTACT CENTERS
12.2019 - 07.2020
Customer Service Representative
HORIZON CONTACT CENTERS
05.2019 - 12.2019
BSc. Financial Engineering -
Jomo Kenyatta University of Agriculture and Technology
05.2013 - 05.2018
OPERATIONS COORDINATOR
CRAFTY KE
7 2021 - Current
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