Automation
MARTIN KORIR
Customer Service Specialist
Nairobi,Nairobi
Summary
With a passion for customer experience and a strong interest in product design UI & UX and overall management of products from conception to fruition. Experienced in assessing customer desires and requirements through data insights and generating a product that successfully meets those standards. Ability to determine product specifications, product timelines and in-depth plans for product development. An analytical thinker who works collaboratively to get the job done.
Overview
10
10
years of professional experience
Work History
Customer Experience Associate
Decisioning Africa Limited (MODE)
11.2013 - 12.2016
- Ensuring complaints and inquiries escalated are resolved within Service Level Agreement (SLA)
- Facilitating and carrying out User Acceptance Tests by reviewing test requirements, assessing business impacts of systems development, and creating and reviewing test scripts to ensure thorough and careful testing
- Effectively working with company platforms, proactively soliciting their feedback to produce quality test results on our products across all markets
- Working closely with the MODE support teams to resolve any arising issues
- Conduct product training on the service/product
- Coordinating customer research surveys and analyzing the results to offer recommendations that will push the product forward within its respective or prospective markets
- Collaborating with the IT department through all phases of project development to provide solutions with the end user's best interest as the primary focus
- Competitor analysis - Keeping the business updated on all competitor trends and providing cutting-edge initiatives to ensure that the service remains the best in the business
- Informing MODE of any emerging issue/update that may affect the product performance.
Technical Customer Experience manager
LendTech- Now Ezra
08.2016 - 06.2023
- Managed product credibility and compliance for advance credit service and advance cash product projects
- In customer engagements I provide leadership and demonstrate good customer focus and technical understanding of the project
- Through mentoring and coaching I have aided in team growth and development
- I have used data-driven decisions to improve product quality and customer experience
- Demonstrated adaptability to rapid changes and tight deadlines, as well as competent handling of urgent situations
- Maintained an effective team culture, prioritizing diversity, individual growth, and continuous learning.
Education
Bachelor of Arts Degree BBIT -
Strathmore University
Current -
Diploma Aeronautical Engineering -
Kenya Polytechnic University College
01.2007 -
Kenya Certificate of Secondary Education Certificate - undefined
Sunshine Secondary School
01.2002 -
Skills
I have a proven track record of successfully developing a clear vision and strategic roadmap for complex projects or initiatives
I have extensive experience working with UX and Design tools to build memorable user experiences
I am capable of leading teams to accomplish corporate objectives and successfully execute strategies
I have proven ability to coach and advise team members to achieve peak performance
I have strong problem-solving abilities, technical expertise, and strategic thinking
I am effective in both written and spoken communication
I am self-motivated, proactive, and results-oriented
Ability to swiftly adapt to new technologies and processes, as well as thrive in unclear situations
References
- Jennifer Odera, Project Manager, Ezra, +254767554455, jodera@mode.com
- Edna Natwati Mugo, Customer Service and Account Manager, +254731360348, edna.nabalayo@movapay.com
- Reward Wambayi, Software Product Development Manager, +254713262831, rwambayi@mode.com
Software
B2B software customer support
Timeline
Bachelor of Arts Degree BBIT -
Strathmore University
Current -
Technical Customer Experience manager
LendTech- Now Ezra
08.2016 - 06.2023
Customer Experience Associate
Decisioning Africa Limited (MODE)
11.2013 - 12.2016
Diploma Aeronautical Engineering -
Kenya Polytechnic University College
01.2007 -
Kenya Certificate of Secondary Education Certificate - undefined
Sunshine Secondary School
01.2002 -