JULIET KANYARA

Lead and motivate staff & workforce building top performing operational team as well as instilling a culture of accountability and timely results

• Manage and handle complex issues related to customer complaints and emerging issues
• Set up work models, targets and metrics of work for the team
• Continuously build capacity and mentor the team as well as manage staff disciplinary issues where coaching and training has failed
• Contact center/customer support business continuity and disaster recovery planning and delivery
• Monitor, intervene, track and measure performance per individual and as per team
• Ensuring implementation and compliance with customer service/Logistics procedures and policies
• Track labor, sales and inventory; and manage operations to maximize returns
• Adapted reports to inform senior decision-makers and guide operational strategy
• Fostered collaboration between departments
• Manage the customer care, Warehousing and logistics budget.

• Overseeing and assessing customer service staff activities, and providing them with regular performance-related feedback
• Maintain communication with customers via emails and phone
• Preparing necessary correspondence with clients for newly created accounts
• Ensure that customer complaints are resolved in a professional manner
• Examined issues to determine importance and urgency, prioritizing requirements
• Kept management up-to-date on recurring issues, customer complaints and employee matters through reports
• Analyzing customer feedback
• Provide supervision and technical assistance to customer service team to attain departmental and organizational goals
• Determine work procedures, work schedules, and workflow for customer service staff
• Assisting with the development and implementation of service policies, and explaining these to staff and customers
• Monitor business and process metrics to measure and manage customer service effectiveness
• Ensuring deliveries are carried out on time according to SOP
• Sourcing and on-boarding new courier services to increase efficiency
• Maintained manual and electronic filing and information systems, ensuring ready available and accurate data
• Prepare documentation and reports on routine customer correspondence.

• Customer care: Processing orders and transactions
• Maintain customer records
• Receive customer inquiries and refer potential leads to sales department
• Receive and route calls to relevant department
• Ensure communication of unavailable items to customers, on their orders
• Following up on unreleased orders due to account issues and communicating on the same
• Receive and Log customer complaints and escalate issues whenever necessary to prevent potential customer churn
• Providing customer outreach by capturing customer feedback
• Logistics: Printing and attaching all relevant document - invoice, delivery notes, transfers
• Ensuring all documents for goods delivered to clients are received back for filling - waybill, signed invoice and delivery notes, credit notes, return orders and transfers
• Liaising with warehouses on release of goods
• Ensuring communication with stocks department on missing items at the warehouse.

• Handled high-volume telephone calls to address and resolve customer queries calmly and professionally, providing appropriate solutions to promote continued customer satisfaction
• Monitored emails to promptly collect and respond to complaints
• Employed knowledge of company policies, escalating critical issues and monitoring queries in line with best practices
• Input customer information, call notes and personal data onto internal database
• Maintained constant presence at front counter.