CAROLYNE KIPTANUI

• Compile reports on compliance of locally manufactured products with regulatory and statutory requirements within the electrical section
• Monitors the conformity assessment systems and legal requirements to safeguard the health and safety of consumers and protect the environment;
• Implement, maintain, monitor, evaluate, and improve Management systems adopted by KEBS to ensure efficiency and sustained customer satisfaction within the section;
• Implements workplans within the electrical section
• Implements, monitors, and evaluates product certification schemes of supervision and control in the section to facilitate manufacturing, trade, protect the environment and health and safety of the consumers
• Inspecting factories and guiding the manufacturers on the implementation of corrective actions where products fail to comply with the requirements of relevant standards within the electrical section;
• Developing and submitting sector-specific data to support the review of Standards in the National and Regional standard development process;
• Monitoring product certification risks and submitting informative reports to the Manager Quality Assurance for strategic decision-making;
• Conducting risk profiling and analysis of locally manufactured products within specific sectors in the section and implementing strategies for the safeguarding of the health and safety of consumers

a) Develop and monitor individual performance targets in line with the strategic plan to ensure the realization of organizational objectives within the section;

b)Implements, maintains, monitors & evaluates and improves Management systems adopted by KEBS to ensure efficiency and sustained customer satisfaction within the section;

d) Implements workplans within the section;

e) Implements product certification schemes of supervision and control in the section in order to facilitate manufacturing, trade, protect environment and health and safety of the consumers;

f) Inspects and assesses factories for product compliance and gives feedback to the manufacturers and guides in implementation of corrective actions by manufacturers whose products fail to comply with the requirements of relevant standards within the section;

g) Prepares factory inspection reports for consideration by Assistant Manager, Quality Assurance;

i) Prepares justifications for firms seeking certification to Diamond Mark and submits to the Assistant Manager, Quality Assurance for consideration;

k) Tracks payments of Product Certification and Testing fees to ensure all payments due to KEBS are collected;

Implements sectional strategies, and product certification procedures for locally manufactured products to ensure health and safety of consumers; and protection of the environment.

• Handled high volume calls to address customer inquiries and concerns.
• Increased customer satisfaction by resolving issues.
• Reviewed customer history to recommend appropriate products and services.
• Offered friendly, efficient customer service and handled challenging situations with ease.
• Network equipment vendor management, network project management
• Network installation, testing & commissioning, bringing into service, integration
• Network quality and performance management
• Assist with creation of ad hoc reports as needed
• Adhere to, lead compliance with, and assist in developing company policies and procedures
• Innovate, report on and continually improve on operational and network KPIs
• Service reporting excellence for both internal, customers and suppliers
  

• Assisted wider customer service teams to produce external user guides and internal support tools.
• Maintained accurate and detailed records of customer interactions and solutions.
• Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
• Prepared equipment for staff use, installing cables, operating systems, and software.
• Handling support tickets logged by customers in the Adwest portal to ensure that they are resolved

as soon as possible and to customer’s satisfaction.

Assisting the technical support department in troubleshooting product returns from customers and

after-sales support to ensure customer satisfaction.