Shamim Hanifa
Nairobi
Summary
Customer Centric call center manager with an 8-year portfolio of successes creating innovative initiatives to create lasting value of startup icons Mondo Ride and Easy Taxi actively seeking an exciting career within a reputable organization.
Overview
7
7
years of professional experience
Work History
Call Center Manager
Mondo Ride Kenya
01.2016 - 01.2019
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Cultivated strong relationships with key stakeholders to align call center objectives with overall company goals and strategies.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
- Implemented innovative service strategies to improve customer experience and engagement.
Corporate Development Associate
Easy Taxi
01.2014 - 01.2016
- Managed a diverse team of professionals, fostering an inclusive work environment that encouraged collaboration and innovation.
- Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Managed customer relations through communication and helpful interactions.
Sales and Marketing Associate
Ruby Cup Kenya
01.2012 - 01.2014
- Boosted sales revenue by developing and implementing targeted marketing campaigns.
- Expanded client base through effective networking and relationship-building strategies.
- Managed key accounts, resulting in increased customer satisfaction and repeat business.
Education
Data Analytics - Google Certificate -
Diploma in Business Creation & Entrepreneurship -
Strathmore University
12.2020
Bachelor of Commerce -
University of Nairobi
12.2017
Diploma in Information Technology -
Jamia Training Institute
12.2013
Kenya Certificate of Secondary Education -
Mlimani High School
12.2011
Skills
- Advanced Microsoft Excel
- Proficient in Google Sheets
- Tableau
- SQL
- Python
- Data Analyst
- Customer Service
Languages
Fluent in English and Swahili.
A1 German Language.
Basic in Arabic.
Milestones
- Manager of a 3-shift call centre operation with 25 employees responsible for monitoring up to 5,000 daily orders, identifying and resolving up to 250 daily issues.
- Consistently maintained call centre KPI at an average of 75% on a monthly basis.
- Reduced abandoned calls by 3% from 15% through proper scheduling of employees.
- Achieved 95% customer satisfaction rate monthly exceeding the company's stretch target of 90%.
- City Launcher - Responsible for the expansion in Mombasa, Kisumu, Kampala and Dar es Salaam by providing training, expertise and driving growth.
- Won Best Corporate Taxi Company in 2018 through team effort.
Timeline
Call Center Manager
Mondo Ride Kenya
01.2016 - 01.2019
Corporate Development Associate
Easy Taxi
01.2014 - 01.2016
Sales and Marketing Associate
Ruby Cup Kenya
01.2012 - 01.2014
Data Analytics - Google Certificate -
Diploma in Business Creation & Entrepreneurship -
Strathmore University
Bachelor of Commerce -
University of Nairobi
Diploma in Information Technology -
Jamia Training Institute
Kenya Certificate of Secondary Education -
Mlimani High School
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