Dallience Ogot

● Lead conversion from numerous marketing channels
● Creating a short- and long-term sales plan with the intention of achieving the given objectives
● Consistently meet revenue goals in accordance with team/organizational goals
● Actively looking for possibilities to upsell and cross-sell to existing customers
● Ensure maintaining customer relationships while onboarding
● Recognize customer needs and provide insights for improving the product portfolio based on interactions with and feedback from customers
● Create structured efficient reporting mechanisms on Trade Desk activity
● Overseeing pre- to post-sales support activities while guaranteeing the greatest level of client
satisfaction
● Managing all interaction channels with our customers : Social media, chat, emails and so on
● Build guidelines, policies, necessary trainings and scripts for the teams
● Ensure seamless operation and processes of Trade Desk
● Work closely with Finance and Risk to learn the business considerations behind the approval process
● High level monitoring of funnel movement and maintaining momentum
● Ensuring constant and relevant CRM updates are done effectively
● Ensuring scripts & protocols between customer and trade desk team is understood and followed through effectively. Updating of protocols and scripts to be done on a regular basis with the Africa Coordinator.
● Regular training sessions to be arranged (in liaison with the Africa Coordinator) to ensure TD agents are well versed with any product or process updates.-

• Supporting teams in the branch in all unit functions, logistics, and performance issues to attain targets set and create an efficient work environment for the sector
• Building excellent relationships with customers, customer partners, and opinion leaders in the branch to grow the client base and attain set strategic growth and revenue targets
• Recruiting, training, and onboarding sales agents to deliver quality customer care and service and plan for future growth
• Supervising the sales team to achieve operational targets by providing business plans and monitoring performance to ensure the specific portfolios of business performances are met
• Executing priories by ensuring an open line of communication between the sales team and back office team to fast track task performance and foster team cohesion
• Planning and executing all marketing activation, product launch strategies and product knowledge across the region to drive attainment of strategic sales goals
• Ensuring all fraud-related matters are noted in respective units are noted and flagged up within a reasonable time and investigation instituted immediately
• Delivering first-rate customer service and ensuring teams at the branch follow the customer complaints procedure to improve customer experience and satisfaction
• Preparing accurate and timely reporting on Management Information and market feedback to highlight customer preferences, trends, and market opportunities
• Overseeing administrative duties, including office cleaning, filing, procurement, and inventory management
• Promoting the extension and deepening of financial inclusion outreach through new customer acquisition and retention
• Ensuring all units promote responsible lending by observing affordability SOPs, customer follow-up, and SMART customer care standards
• Performing such other tasks and dues as the Company may designate and assign as forming part of the Branch Manager's job description.
• Reviewed loan applications to deliver on company targets.

• Received, handled and escalated customer issues, complaints and inquiries, making follow up to ensure resolution of referred issues
• Communicated with and advised clients on products and services to improve customer experience and satisfaction while building productive relationships
• Took orders and processed billings and payments, ensuring accuracy and accountability and compliance with company policies and guidelines
• Obtained and correctly recorded customer information while also reviewing and updating customer accounts
• Kept records of customer interactions for future referencing and analysis to aid in process and service improvement
• Identified opportunities to up-sell other products and services and preparing corresponding reports to management to facilitate strategic sales planning
• Oversaw the branch's budgeting and administration function, ensuring effective and strategic allocation of resources and all-round operational efficiency at the branch level.

• Assisted in recruiting, training, and onboarding agents for log book financing, customer service representatives and payroll agents to improve service delivery
• Oversaw sales and marketing of auto logbook loans and payroll loans to facilitate attainment of set strategic goals while ensuring compliance with policies and operational standards
• Performed appraisals on KPIs and PIP plans for team performance to identify skill gaps and mapped up team development strategies and plans for improved performance
• Oversaw distribution and data protection of all potential clients ensuring compliance with government regulations and internal policies on data confidentiality and protection
• Generated daily sales data and reports to facilitate informed decision making and strategic planning by the management and sales team
• Assisted admins and agents with loan processing, including appraising clients for new loans qualification, consolidation and top ups for fresh loans or top ups
• Overseeing quality control and assurance on all calls and data and reviewing report to assist in process improvement.

• Oversaw sales and marketing of IZWE Loans products, employing persuasive sales strategies to meet set individual and shared sales targets
• Oversaw customer service functions for both existing and new clients, including handling and escalating customer complaints, inquiries and issues
• Generated daily and monthly sales data and report to aid in strategic planning of sales activities and strategies and informed decision making by the management
• Assisted clients to fill out loan application forms and conducted loan appraisal for eligibility in compliance with the company's policies and guidelines.

• Assisted in budget preparation and management activities, ensuring effective and strategic allocation of resources to facilitate attainment of set goals
• Received, handled and/or escalated customer issues, complaints, and inquiries to improve customer experience and satisfaction
• Assisted Call Center Manager in administering pilot and debriefing sessions for each project, including attending and coordinating project briefings and training for call centre representatives
• Performed data collection-related tasks, including conducting routine data checks for projects and overseeing quality control and assurance
• Assisted in team management, including maintaining discipline, workplace neatness and filling sheets for wages and payments
• Random checks of the hardware to ensure everything is in place
• Assisted the manager to conduct interviews during the recruitment of new team members and training new recruits and existing staff to improve service delivery
• Updated the database of the team members based on qualifications to help in identifying staff training and recruitment needs and succession planning.