Japheth Hosanna
Nairobi,423
Summary
I’m a versatile agricultural professional with several years of experience in Sales, collections, Management, and Business Development. I'm a customer-focused operator. Enjoy building teams in a start-up environment. Believe in quality service, teamwork, and performance through open communication. Always bringing a can-do attitude to the work environment. Enjoy being part of, as well as leading, a successful and productive team. I’m energized by meaningful work and have a versatile skill set from operational experience. A quick learner who readily adapts to change. Poses excellent interpersonal skills that allow for effectively interact with customers at all levels while building strong relationships. I’m a doer, a team player, and a quick student, and thrive on challenges.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
Work History
Repayments QA Associate
Apollo Agriculture
Nairobi, 30
11.2020 - 04.2023
- Identify key focus areas of optimal and unacceptable behaviors to achieve 89% collection.
- Design and implement repayment-specific QA program that incorporates deep understanding of daily work of the repayments team.
- Continuously and impartially evaluate agent performance by listening to agent calls and using the designed systems to ensure a uniformly high standard of work.
- Author and maintain QA reports for all agents that demonstrate areas of strength and in need of improvement, both qualitatively and quantitatively.
- Build a QA Team. Recruit and Train QA Agents to evaluate agent performance by listening to collections calls.
- Design and execute training targeting areas for agent improvement based on the audit feedback received.
- Hiring, training, and coaching field collections officers to be able to collect in person.
- Leading repayment-related trips into the field to gather insights to improve customer experience and boost collections.
- Independent Audit Execution. Speak directly with farmers continuously and evaluate their satisfaction with Apollo
- Author reports collating feedback from farmers and making proposals as to how best to improve the quality of the Apollo customer experience.
- Demonstrated creativity and resourcefulness through the development of innovative solutions
Repayments Associate
Apollo Agriculture
Nairobi, 30
11.2018 - 11.2020
- Directly managing 50 repayments-focused call center agents on daily basis.
- Recognizing where there are weak points and giving team members feedback for higher performance.
- Analyzing data to evaluate team and individual performance.
- Staffing Logistics and scripting.
- Tech Requests/Proposals/Troubleshooting.
- Addressing problems in current systems or call links
- Proposing solutions to tech team to build user-friendly systems or escalate bugs.
- Coordinating and executing field initiatives with partners (field agents, Senior Field Associates, and agro-dealers.
- Including target setting, problem-solving, and resource sourcing among others.
- Followed up with customer concerns, verifying long-term satisfaction.
- Answered questions via telephone, email, or in-person interactions.
- Increased productivity with well-coordinated office workflow and strategic task delegation.
Customer Application Team Process Leader
Apollo Agriculture
Nairobi, 30
07.2018 - 11.2018
- Recruiting, training, and managing 40 call center agents.
- Making use of data to clear blockers in the enrollment process.
- Ensuring 96% customer satisfaction by responding to inbound inquiries and escalations.
- Scripts writing and content creation for communication on IVR and SMS.
- Prepare weekly reports for leadership.
- Collected data on performance feedback, analyzing trends to design future policy and operating procedure improvements.
Field Approvals Team Process Leader
Apollo Agriculture
Nairobi, 30
11.2017 - 07.2018
- 70 field agent recruitment, training, and support.
- Supervising and coordinating approvals of data collected from farmers before it is used for loan decisions.
- Identifying inconsistence data and flagging them for management review.
- Coaching and supporting data 15 verification agents.
- Prepare weekly reports for leadership.
Customer Care Representative
Apollo Agriculture
Nairobi, 30
11.2016 - 10.2017
- Promote and market Apollo Agriculture products to farmers. Delivered high level of service and support to customers as company ambassador.
- Mobilize and train farmers on Apollo Agriculture products and services during field days, market days, and other stakeholders' forums.
- Capture 50 per day farmer's profile on Apollo loan application system.
- Liaise with other departments to ensure farmers are served.
- Escalate where necessary, and follow up on resolutions to customer issues
- Coordinate inputs delivery and distribution to farmers enrolled in Apollo Agriculture programs,
- Demonstrated commitment to customer service by building productive relationships, resolving complex issues, and boosting customer loyalty.
- Provided solutions, recommendations, and replacements with empathy and positive feedback.
Technical Sales Representative
Twiga Chemical Industries
Thika, 30
10.2016 - 11.2016
- Built technical solutions for customers to meet unique farming industry needs.
- Explained technical features and demonstrated products to customers.
- Meet with customers and technical staff to discover what they need to improve their farms' production.
- Prepare and deliver presentations that propose solutions offered by their companies that lower costs by 15% and increase productivity by 10%.
- Customer service which details placing of orders, negotiating contracts, and arranging for delivery
- Periodically check up on clients to support and offer additional services and products
- Agronomic Field Testing and Operations
- Called on existing accounts and identify opportunities to develop new accounts and boost territory sales.
- Spearheaded client appreciation, industry, and promotional events focused on increasing sales, engagement, and product awareness.
- Communicated new products and promotions to existing customers to improve sales.
Field Operations Technician
Monsanto Company
Nairobi, 30
10.2015 - 09.2016
- Identify, plan, and manage 10 strategic demo or pilot farms for farmers in Kiambu and Machakos County
- Developed agronomic recommendations/findings from crop growth, development, yields, resistance to pests, and diseases from demo farms
- Increase revenue by aggressive marketing, branding of outlets, and timely delivery of products. Branded 60 outlets.
- Developed and maintained long-term sales relationships with large regional distributors.
Education
Associate of Applied Science - Agroecology and Sustainable Agriculture
Eldoret University
Eldoret, 44 04.2011 - 04.2015
Skills
Leadership experience
People skills
Problem-solving abilities
Communication skills
Project management
Organizational know-how
Certification
Bee products processing and value addition - Baraka Agricultural College
Timeline
Introduction to Financial Management - Great Learning
01-2023
Microsoft excel 2019/365 - Earn And Excel Courses
11-2022
Repayments QA Associate
Apollo Agriculture
11.2020 - 04.2023
Repayments Associate
Apollo Agriculture
11.2018 - 11.2020
Customer Application Team Process Leader
Apollo Agriculture
07.2018 - 11.2018
The Fundamentals of Digital Marketing. - Google
12-2017
Field Approvals Team Process Leader
Apollo Agriculture
11.2017 - 07.2018
Customer Care Representative
Apollo Agriculture
11.2016 - 10.2017
Technical Sales Representative
Twiga Chemical Industries
10.2016 - 11.2016
Field Operations Technician
Monsanto Company
10.2015 - 09.2016
Post-harvest handing of Vegetables - University of Nairobi
08-2015
Entrepreneurship and Business Management - Kenyatta University
11-2014
Small holder horticulture Empowerment and promotion for local and up scaling - Japan International Cooperation Agency (JICA)
08-2014
Bee products processing and value addition - Baraka Agricultural College
05-2014
Associate of Applied Science - Agroecology and Sustainable Agriculture
Eldoret University
04.2011 - 04.2015