Summary
Overview
Work History
Affiliations
Timeline
Generic

KEVIN AMUKOAH

CUSTOMER EXPERIENCE MANAGER
KUALA LUMPUR,30

Summary

PERSONAL SUMMARY A customer focused professional who possesses a strong sense of urgency with regards to client satisfaction. I have superb interpersonal and communication skills, coupled with excellent relationship building capabilities and excellent negotiating abilities.

Overview

10
10
years of professional experience

Work History

Team Leader

08.2020 - 07.2021
  • Coordinate Customer Service Team.
  • Provide Direct Customer Support.
  • Review and Resolve Escalation.
  • Support Process Improvement.
  • Train New Hires.
  • Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.
  • Create better modes of operations to make customer service easier for both team members and customers.
  • Make provision for a change of mode of operation when the existing one isn’t yielding maximum results.
  • Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes.
  • Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends.
  • Also, take disciplinary measures against any team members who is found wanting.
  • Provide assistance to team members who are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching.
  • Ensure that all equipment and appliances needed by the customer team members are available and in good condition to enable smooth flow of operations and customer satisfactions.
  • Step in to attend to customers that are proving difficult to team members and resolve their complaints.
  • Delegate different customer service duties to team members to ensure a faster and smoother flow of operation through division of labor.
  • Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures, and standards.
  • Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.

Team Leader

Pevans East Africa Company
05.2017 - 11.2019
  • Customer care Responsibilities.
  • Create an inspiring team environment with an open communication culture.
  • Set clear team goals.
  • Delegate tasks and set deadlines.
  • Oversee day-to-day operation.
  • Monitor team performance and report on metrics.
  • Motivate team members.
  • Discover training needs and provide coaching.
  • Listen to team members’ feedback and resolve any issues or conflicts.
  • Recognize high performance and reward accomplishments.
  • Encourage creativity and risk-taking.
  • Suggest and organize team building activities.

Pevans East Africa Company
08.2016 - 05.2017
  • (sportpesa)- Retention officer Responsibilities.
  • Develop new strategies for customer retention activities.
  • Respond to customer queries and address service complaints in a timely manner.
  • Work with marketing team in implementing sales promotion activities.
  • Develop product presentations and demonstrations to customers.
  • Analyze customer feedbacks and develop new techniques to ensure customer retention.
  • Provide excellent customer services and ensure customer satisfaction.
  • Build positive working relationships with customers for repeat businesses.
  • Explain customers about new products and benefits.
  • Make sales calls to existing and new customers for business growth.
  • Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.

customer care representative

East Africa Company
05.2016 - 08.2016
  • Resolve customer complaints via phone.
  • Use telephones to reach out to customers and verify account information.
  • Greet customers warmly and ascertain problem or reason for calling.
  • Advise on company information.
  • Take payment information and other pertinent information such as addresses and phone numbers.
  • Suggest solutions when a product malfunctions.
  • Inform customer of deals and promotions.
  • Sell products and services.
  • Utilize computer technology to handle high call volumes.
  • Work with customer service manager to ensure proper customer service is being delivered.
  • Handle changes in policies or renewals.

Marketer

Vacation Advisor Kenya Limited
07.2014 - 12.2015
  • Responsibilities.
  • Setting up new marketing strategies.
  • Planning and implementing marketing activities.
  • Logging and progressing all new leads.
  • Making sales calls and handling enquiries from potential customers.
  • Analyze and produce reports on data provided by customers.

Marketer

Accutech Kenya Limited –Tele
03.2012 - 07.2014
  • Co-coordinating Company presentation at relevant and conferences and exhibitions.
  • Setting up new marketing strategies.
  • Generating leads.
  • Involved in the online, web and email marketing campaigns.
  • Campaign tracking, measurement, evaluation and reporting on all activity.
  • Monitoring and optimizing key internet search engine campaigns.

Assistant Lab Analyst

Mumias Sugar Company
01.2011 - 12.2012
  • Sampling water from the diffuser to the lab.
  • Testing and maintaining of the plant water ph.
  • To desired standards.
  • Sampling of sugar syrup from the process plant to the lab for analysis.
  • Sampling water from the water treatment plant to the lab for ph.
  • Testing.

Affiliations

HOBBIES Watching Documentaries listening to music Watching Football

Timeline

Team Leader

08.2020 - 07.2021

Team Leader

Pevans East Africa Company
05.2017 - 11.2019

Pevans East Africa Company
08.2016 - 05.2017

customer care representative

East Africa Company
05.2016 - 08.2016

Marketer

Vacation Advisor Kenya Limited
07.2014 - 12.2015

Marketer

Accutech Kenya Limited –Tele
03.2012 - 07.2014

Assistant Lab Analyst

Mumias Sugar Company
01.2011 - 12.2012

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KEVIN AMUKOAHCUSTOMER EXPERIENCE MANAGER