Carolyne Jeptoo Maina

-Debt management of Inactive accounts for Nairobi North

Management of debt portfolio of kshs 670M

-Staff management -identify inefficiencies and reallocation of resources to ensure optimum results

-Development and review of revenue procedures and methods related to inactive accounts .

-Coordinate debt control activities within the county

-Analysis of inactive accounts and recommend for various intervention with an intention to reduce debt.

-Management of the operations of private debt collectors to ensure value for money.

-Co-ordination of collection of non electricity debts like stima loans etc.

-Effective management of human,finance and material resources assigned to the county for maximum productivity.

-Risk management and implementation of mitigation strategies.

-Enhanced operational efficiency by ensuring compliance to company policies,regulations,standards and procedures.

-Ensured optimal performance and effective succession planning by coaching,mentoring and developing the team.

-Managed teh commercial cycle activities ,energy sales and Debt

portfolio of kshs 400Million.

-Incharge of 18No of staff, 5 in management and 13 Unionisable employees.

-Daily monitoring and evaluating results against targets

-Preparation of daily, weekly and monthly reports.

-Preparation of delegation of authority

-Fleet management –company motor vehicle

-Authorize payment of allowance

-Preparation of the sectors budget for consideration and approval by the functional head of each preceding year.

-Implement all approved business plans. policies and budgets .

-Implement approved human resource strategies relevant to the sub region function to meet the regions objective and to comply with labour laws and related obligations.

• Practising and promoting good corporate government practises.

-Incharge of three functions - Commercial Services ,Business Development and Finance-Electricity house banking hall.

-Continuous appraisal and assessment of customer service standards,procedures and general performance and recommend improvements.

-Ensured staff facing customers were adequately trained and equipped for standard service delivery.

-Ensured adherence to customer service charter.

-Implementation of customer service survey results recommendations and monitored effectiveness of different activities proposed.

-Investigated and resolved customer inquiries and complaints

-Followed up with customers about resolved issues to maintain high standards of customer service.

-Responded to customer requests, offering excellent support and tailored recommendations to address needs.

-Maintained up-to-date knowledge of product and service changes.

-Delivered prompt service to prioritize customer needs.

-Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

-Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

-Increased efficiency and team productivity by promoting operational best practices.

-Coordinate Commercial Cycle activities in the county to ensure adherence to standards and norms.

-Guide teams on key results areas to achieve county's commercial cycle objectives.

-Leverage on information technology systems recommended from central office to promote efficient commercial cycle management.

-Prepare staff training needs and recommend trainings with an objective to build capacity.

-.Implement projects initiated in commercial cycle activities.

-Drive and implement initiatives to improve Ethics and work culture in commercial cycle.

-Mentored and developed teams to ensure optimal performance within the county.

-Implement audit recommendations for efficient commercial cycle activities in the county.

-Implemented any other Functional support for the county.

-Contributed to the development of new customer service initiatives, resulting in higher satisfaction ratings.

-Collaborated with regional customer relations teams to identify areas for improvement in customer service delivery, resulting in better overall performance.

-Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

-Participated in cross-functional teams tasked with improving organizational performance through better alignment of customer service functions.

-Incharge of conflict resolution of disputed bills/debts.

-Developed strong relationships with key accounts, leading to increased repeat business over time.

-Reduced wait times by implementing an effective scheduling system for customer appointments.

-Maintained detailed records of customer interactions, tracking trends and identifying opportunities for process improvements.

-Made customers aware of current and new programs and services.

-Created activities and engagements to enhance customer experience, knowledge, and patronage -KARA workshops.

-Developed and implemented standards for staff to provide consistent service to customers.

-Leveraged on technology to improve service delivery by introduction of SMS services for bill delivery

-Ensure prompt and effective revenue collection of corporate accounts.

-Promptly respond to Corporate Customers Queries

-Ensure that set targets on Corporate Customers are met. This includes ensuring all their bills are delivered on time and that expected Company revenue is collected on time

-Monthly monitoring of the Corporate Customer’s billing cycle to ensure quality

- Address disputed bills and resolve for settlement.

-Ensured settlement of final accounts for customers who wished to terminate their electricity accounts.

-Ensured provision of adequate , appropriate and relevant information to the Corporate customers to assist in budgetary planning.

-Ensured quality control is undertaken on all payments received from the corporate customers either through Money transfer or Cheques

-Facilitated Contracting of new accounts to Corporate Accounts

-Maintain proper records of corporate customers .

-Recommended accounts for disconnections

-Provision of customer relations services to Corporate Accounts Customers.

· Managed a debt portfolio of 1.2billion per month with a target of debt age of less than one.

-Heading a team of a team of 55 of which 5 were supervisors and 50 were filed technicians.

-Daily monitoring and evaluating results against targets

-Preparation of daily weekly and monthly reports

-Preparation of delegation of authority

-Fleet management –motor vehicle and motorcycle

-Authorize payment of allowance

-Preparation o the sub region budget for consideration and approval by the functional head of each preceding year.

-Implement al approved business plans. policies and budgets of the sub region functions

-Implement approved human resource strategies relevant to the sub region function to meet the regions objective and to comply with labour laws and related obligations.

-Practicing and promoting good corporate governance practices

-Mentored staff members, helping them develop their skills and advance in their careers.

-Prepared and submitted detailed reports regarding assignments and ongoing performance.

-Improved overall department efficiency by streamlining processes and implementing recommended policies.

-implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.

-Enhanced communication between team members by organizing regular meetings and fostering open dialogue.

-Ensured strict adherence to company regulations, minimizing risk exposure for the organization.

-Managed budgets effectively, prioritizing resource allocation for maximum impact on departmental goals.

-Conducted regular reviews of operations and identified areas for improvement.

-Educated staff on organizational mission and goals to help employees achieve success.

-Evaluated staff performance and provided coaching to address inefficiencies.

-Oversee all the activities in the customer service section (banking hall)

-Approval of all journal vouchers for adjustment both manual and electronic

-Validation of journal vouchers

-Verifying of all staff electricity accounts before contracting and termination

-Representing the company in legal suits involving the company and customers

-Revival of terminated accounts

-Allocation and delegation of duties to all commercial office staff

-Administration and supervision of commercial office staff.

-Upheld strict confidentiality standards when handling sensitive information or documentation.

-Communicated corporate objectives to staff

-Updated reports, managed accounts, and generated reports for the month..

-Provided exceptional customer service by addressing client inquiries promptly and professionally.

-Boosted overall office efficiency with appropriate task delegation and workload distribution.

-Maintained a clean, organized, and professional office environment to support maximum productivity.

-Enhanced staff productivity with consistent performance evaluations and regular feedback.

-Oversaw the onboarding process for new employees, ensuring proper training was provided for seamless integration into the team.

-Reduced operational costs through careful budget management and resource allocation.

-Monitored front areas so that questions could be promptly addressed.

-Debt control functions

-Generation of disconnection orders

-issuance of disconnection orders

-issuance of reconnection orders

-Supervision of field staff

-Followup of field works done to confirm execution

-Preparation and maintenance of reports.

-Staff evaluation and monitoring

-debt management by negotiatiingfor installment settlement and monitoring of the same.

-Implementation ofCost control