John Muriuki Lintari
Nairobi
Summary
Passionate and enthusiastic CEE with 8 years of success in enhancing customer loyalty and satisfaction. Experienced in conducting surveys to gather customer insights and supervising customer service teams to ensure positive interactions. Skilled in relationship management, dispute management, product marketing, and sales. Proven ability to work effectively with cross-functional teams, ensuring compliance with established policies and procedures. Currently pursuing advanced skills in Information Technology, driven by a strong passion for computers.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Frontline Merchant Support
Safaricom PLC
Nairobi, Nairobi Province, Kenya
05.2023 - Current
- Performed regular merchant analysis to stay informed about industry trends and adjust strategies accordingly.
- Developed strong relationships with merchants to secure exclusive merchandise, enhancing store uniqueness.
- Developed comprehensive training materials for new Merchant Relations Representatives, ensuring a consistent approach to merchant support.
M-Pesa Admin
Safaricom PLC
Nairobi, Nairobi Province, Kenya
05.2021 - Current
- Adhering to department processes, procedures and goal expectations for case investigations.
- Collaborated with team members to improve dispute resolution processes and increase departmental efficiency.
- Actioning over 214 M-Pesa reversal transactions, solving any
disputes that may arise and establishing solutions. - Identified trends in disputes to inform company-wide strategies for risk mitigation and process improvement.
Customer Experience Executive
Safaricom PLC
Nairobi, Kenya
09.2017 - Current
- Maintaining friendly and professional customer interactions to help discover customer pain points, increase customer satisfaction and discovering steps needed to create better customer experience.
- Offered direction and gave constructive feedback to motivate team members.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores to above 80%.
- Adhering to operational processes and schedules so as to maintain good quality of work and increase productivity.
- Maximized employee engagement by creating multiple contests to inspire associates to perform to measurable goals.
- Handling over 160 daily inbound calls to solve customer queries and educate on new or existing products and services.
Sales Executive
Dontech Limited
Nairobi, Kenya
05.2015 - 11.2016
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Analyzed past sales data and performance to develop realistic sales goals.
- Managed entire sales cycle across customer accounts, proposing and closing sales to achieve total revenue growth, profit and customer satisfaction plans.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations incase of returns.
- Managed over 100 customers in month, making sure their issues were solved hence improving NPS to over 70%.
Procurement Officer
Ministry of Devolution and Planning
Nairobi, Kenya
09.2013 - 12.2013
- Built relationships with vendors to negotiate ideal terms for purchases.
- Input, analyzed and reported on data covering all aspects of procurement operations.
- Set up and negotiated contracts to obtain favorable pricing and delivery structures.
- Maintained current understanding of pricing structures, market conditions and trends in industry.
- Input, analyzed and reported on data covering all aspects of procurement operations.
Education
Bachelor of Science - Information Technology
KCA University
12.2024
Diploma - Management in Purchasing And Supplies Option
Kenya Institute of Management
12.2013
Skills
- Client Relationships
- Interdepartmental Collaboration
- Customer Trend Analysis
- Conflict Resolution Techniques
- Negotiation expertise
- Customer Experience Management
- Consultative Sales Approach
- Technical Support
- Quality Control
- Advanced SQL Queries
Certification
- Digital Marketing
- Agile Foundation
- AML certification
Timeline
Frontline Merchant Support
Safaricom PLC
05.2023 - Current
M-Pesa Admin
Safaricom PLC
05.2021 - Current
Customer Experience Executive
Safaricom PLC
09.2017 - Current
Sales Executive
Dontech Limited
05.2015 - 11.2016
Procurement Officer
Ministry of Devolution and Planning
09.2013 - 12.2013
Bachelor of Science - Information Technology
KCA University
Diploma - Management in Purchasing And Supplies Option
Kenya Institute of Management
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