Macline Oyagi

Work History

SparePap Limited

Nairobi

09.2022 - Current

Responsible for onboarding and acquisition of service centres in assigned mapped out regions to ensure traction on the app usage and client experience of car clinic.
Accountable for mechanics management and onboarding for car servicing and repair purposes.
Lead the Excellence Manager and work with Operations team to maintain high customer satisfaction by upskilling mechanics and standardizing operational procedure in compliance with quality and safety standards.
Strategically map country-city sectors to plan mechanic deployment and conduct rigorous identification,vetting,training and deploying of mechanics
Identify partners that can enter into partnerships on mechanic training
Report on the mechanics performance, vehicle repair orders and customer satisfaction
Provide guidance for business development service Team, and other acquisition frontline staff to answer customer enquiries and resolve customer complaints.

Ampersand E-Mobility Ltd

06.2021 - 08.2022

Efficiently assist service technicians with problematic diagnosis to maintain customer satisfaction and quickly rectify issues during repairs
Hire and train new technicians to improve efficiency of department and cultivate productive work atmosphere
Monitor product quality and communicated necessary improvements to the e-bikes
Overseeing implementation of warranty and service campaigns
Promote health and safety at the workshop area
Work together with sales departments to close maintenance contracts for fleet customers
Generate reports in CRM and ERP to assess stock and aid in sales projections
Liaise with internal teams to develop, implement and maintain proactive sales and marketing approach for distribution of parts and services
Monitor order cycle, ordered OEM parts and completed corresponding paperwork to maintain adequate stock levels
Strategize parts multi-sourcing to diversify supply chain management and form long-term relationships with pool of reliable vendors
Built supplier relationships to mitigate risk and establish effective purchasing arrangements
Manage production levels, identified material shortages and monitored inventory levels to meet order delivery requirements
Improve, standardize and document planning and scheduling processes
Overseeing demand planning, purchasing and logistics
Negotiate contracts, policies and deadlines with suppliers and vendors.

Mobikey Kenya Ltd

01.2019 - 06.2021

In assessing challenges,resolving problems and
Implementing plans to mitigate risk with well-organized and executed technical actions
Confident in training, directing and overseeing teams of staff
Great at planning operations and making sound decisions
Maintain contact with clients to obtain customer feedback regarding product/service quality
Assist clients in resolving issues and complaints concerning purchased products or services done
Build and establish good work relationship with clients to facilitate increased revenue Organize promotional and marketing campaigns to create awareness and product for aftersales
Supervise the operations of after sales teams to ensure set targets are met
Develop and implement strategies active for ensuring a satisfied clientele and increased returns
Liaise with the sales department to discuss business plans necessary for enhancing,sales/aftersales
Direct and coordinate the customer service operation of a team to ensure clients are tended appropriately in line with set customer service standards
Develop and optimize support and service processes, tools, and systems

Thika Motor Dealers

09.2016 - 12.2018

Explained complex repair procedures in simplified terms to support informed decision-making and customer satisfaction
Reviewed and prioritized assigned work orders and coordinated workflow to meet quoted deadlines
Inspected vehicles for damage and record findings so that necessary repairs can be made
Communicated with customers to discuss vehicle symptoms and provide preliminary cost estimates
Opened job cards and Invoicing of customer vehicle repairs
Followed up with customers to ensure their vehicles did not have post repair issues.

Elsek & Elsek Construction Ltd

09.2015 - 08.2016

Conduct price and annual maintenance contract negotiations with clients to establish contract details and attain profit margin
Ensure pre delivery inspection quality by proper management and Build quality control mechanisms in Kenya
Ensure that the clients get their reports for all the services, IAAS,
Valuation in good time
Work cross-functionally with all stakeholders/Partners to identify critical business blockers within the scope and collaborate on providing solutions
Provide weekly/monthly reports including progress / status/ issues and performance
Ensuring timely delivery of reports to clients
Develop suggestions for technical process improvements to optimize resources
Opening and closing of job cards
Allocate work to the technicians and follow up on work-in- progress
Making customer quotations for customers
Repairs follow up during service or repairs and updating the customer
Maintain customer rapport by explaining time and payment estimates
Follow up customer complaints
Maintaining records by recording customer concerns and corrective action to be taken
Preparation of workshop budget
Supervise all the work done on customers' vehicles
Resolved problems, improved operations and provided exceptional service
Increased customer satisfaction by resolving our product and service issues
Dismantled defective machines and equipment

Kengen Kipevu Power Plant

05.2015 - 08.2015

Isuzu East Africa Ltd

05.2014 - 08.2014