SIMILAW MAGANDA
Nairobi
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Success Manager
NEWLINE LTD
01.2020 - Current
- Assist customers with onboarding and product setup to foster successful adoption and usage.
- Create customer support strategies to increase customer retention.
- Monitor customer progress and address customer inquiries with timely and accurate updates.
- Conduct periodic user training sessions to support customer understanding and product feature utilization.
- Generate reports and communicated results to stakeholders to provide insights into customer success.
- Analyze customer data to identify trends and develop strategies to improve customer success metrics.
- Establish strong relationships with key customers, resulting in increased customer loyalty.
- Utilize customer feedback to inform changes and improvements to customer success plans.
- Create and maintain comprehensive customer success documentation for internal and external use.
- Collaborate with sales and product teams to address customer success objectives.
- Play instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Lead process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Conduct training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitor metrics and developed actionable insights to improve efficiency and performance.
- Conduct training and mentor team members to promote productivity and commitment to friendly service.
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Use industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leverage data and analytics to make informed decisions and drive business improvements.
- Define clear targets and objectives and communicate to other team members.
- Establish performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintain professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully manage budgets and allocated resources to maximize productivity and profitability.
- Plan, create, test and deploy system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Cultivate positive rapport with fellow employees to boost company morale and promote employee retention.
- Establish team priorities, maintained schedules and monitored performance.
- Develop detailed plans based on broad guidance and direction.
- Assist in organizing and overseeing assignments to drive operational excellence.
- Identify and communicate customer needs to supply chain capacity and quality teams.
- Recruit, interview and hire employees and implement mentoring program to promote positive feedback and engagement.
- Evaluate employee performance and convey constructive feedback to improve skills.
- Manage senior-level personnel working in marketing and sales capacities.
- Improve staffing during busy periods by creating employee schedules and monitoring call-outs.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Control resources and assets for department activities to comply with industry standards and government regulations.
- Reduce waste and pursue revenue development strategies to keep department aligned with sales and profit targets.
- Streamline and monitor quality programs to alleviate overdue compliance activities.
- Open and close location and monitor shift changes to uphold successful operations strategies and maximize business success.
CUSTOMER SERVICE REPRESENTATIVE
NEWLINE LTD
01.2018 - 12.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided primary customer support to internal and external customers.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
BRANCH ADMIN - INTERN
MARANGU SHUTTLES LTD
08.2017 - 02.2018
- Interacted with customers by phone, email, or in-person to provide information.
- Analyzed problems and worked with teams to develop solutions.
- Sorted and organized files, spreadsheets, and reports.
- Participated in workshops and presentations related to projects to gain knowledge.
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
- Prepared project presentations and reports to assist senior staff.
- Explored new technologies and approaches to streamline processes.
- Provided project progress updates and proposed solutions to issues.
- Collaborated with senior management on new initiatives to build confidence.
- Maintained accurate records and documentation of projects to inform stakeholders of progress and updates.
- Facilitated successful completion of projects from concept to launch.
- Developed and maintained relationships with key internal stakeholders.
- Supported with creating project marketing materials to promote services.
- Assisted in developing integrated marketing strategies for small businesses.
- Conducted extensive research for startup company projects.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
Education
Bachelor of Science - ECONOMICS AND FINANCE
KENYATTA UNIVERSITY
NAIROBI12.2019
Associate of Science - C .P. A
KCA UNIVERSITY
NAIROBI09.2024
High School Diploma -
KERICHO HIGH SCHOOL
KERICHO12.2014
Skills
- Strategic Communication
- Business Development
- Renewal Opportunities
- Interdepartmental Collaboration
- Customer Service and Assistance
- Training Programs
- Staff Leadership
- Customer Service
Certification
Certificate in leadership
REFEREES
SHADRACK KIMOTE
SALES DIRECTOR
NEWLINE LTD
0721978171
Shadrack@newline.co.ke
WILFRED MAKORI
DIRECTOR
MARANGU SHUTTLES
0722124349
Marangu shutle@gmail.com
Timeline
Customer Success Manager
NEWLINE LTD
01.2020 - Current
CUSTOMER SERVICE REPRESENTATIVE
NEWLINE LTD
01.2018 - 12.2019
BRANCH ADMIN - INTERN
MARANGU SHUTTLES LTD
08.2017 - 02.2018
Bachelor of Science - ECONOMICS AND FINANCE
KENYATTA UNIVERSITY
Associate of Science - C .P. A
KCA UNIVERSITY
High School Diploma -
KERICHO HIGH SCHOOL
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