VICTORIA LOKO MUTISYA
Summary
To utilize my skills and experience, while allowing me the opportunity to grow professionally. I offer strong strategic & Analytical skills to develop global customer Centric solutions with thought leadership and integrity,. My goal is to become a valued asset to the Organization by achieving the set goals & Objectives .
Overview
18
18
years of professional experience
9
9
years of post-secondary education
Work History
Regional Retention Manager
Wananchi Group (k) Ltd
- Current
- Responsible for the overall project planning and delivery of Various outsourced projects on behalf of Wananchi Group including Inbound & Outbound call centre operations, Localised Retention both Inhouse & Field Operations, Technical support operations and other support functions
- Developing customer feedback tools to recognize customer needs, market dynamics and competitor activities to develop proactive mechanisms to meet these needs, maximize on opportunities and overcome challenges
- Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, winback, up-selling and revenue enhancement opportunities
- Lead the development of different Customer Experience feedback tools
- Define, plan and execute Customer Management KPI’s and Processes to guide the Team to deliver on targets
- Customer lifecycle management at onboarding, usage, billing, payment, value growth, retention and loyalty
- Growing the paying customer base and subscription revenue to achieve business targets
- Data Analysis, Reporting and forecast for improved performance and informed decision making
- Client services support and query resolution in a timely, lasting manner and within defined SLA’s
- Continuous Process Improvement in service delivery processes, performance and products development
- Enforce customer retention centricity in all Customer Experience functions, team members and processes; 1st line, 2nd line support and in Retention; including respective outsource partner resources
Customer Experience Team leader
Telkom Kenya
01.2019 - 12.2022
- Responsible for effectively supervising, managing and supporting the Back Office Operations Team to ensure the defined standards and measures are achieved, with a view to enhancing customer experience
- Communication, monitoring and maintaining performance standards through Quality Analysis, coaching and people development
- Data analysis and trending of Ticket volumes for accurate resource scheduling and workload allocation
- Identifying areas for improvement and enforcement of processes and procedures
- Continuous assessment and identifying team training needs and recommend and Implement interventions to develop their knowledge and skills for effective service delivery
- Establishing Communication with other internal departments in case of issues and follows up on receiving fast resolution of the same
- Driving customer satisfaction through identification of the ever changing customer needs and recommendations of changes that business needs to effect
- Coordinating and acting as a liaison between the Employees and management for effective communication
Call Centre Team Leader /Supervisor
Wananchi Group (k) Ltd
01.2010 - 12.2017
- Overseeing Call centre Operations and monitoring to ensure 100% schedule conformance and service delivery
- Making sure call center meets the required standards and Measures in terms of quality and service delivery
- Coaching, Training and driving agents towards achieving set KPI’s and meeting the organizations goals and Objectives
- Liaising as a contact between the call center and other departments working closely to ensure clients’ needs are met and resolved on time
- Motivating and encouraging the call center agents to maintain a positive attitude towards their work and the organization in general
- Shift Planning and scheduling to ensure total coverage at any given time based on call forecast trends
- Strategizing on new initiatives for improved performance
- Quality Monitoring, reporting and analysis for continuous improvement initiative
Client Relations Executive
Iway Africa( Africa Online)
01.2007 - 12.2009
- Provision of billing support on invoice dispatch, amounts due and billing queries (Via phone, email and walk-ins)
- Monthly payments follow up and debt collection
- Updating customer information system to ensure that client’s details are accurate and up to date at all times
- Following up on customer queries to ensure their problems have been resolved to their satisfaction
- Using CRM software to monitor customer complaints and to proactively act on them
- Initiating product development based on existing customer database and usage patterns
- Monitoring and evaluating the value chain in order to improve on internal processes
- Preparation of daily/monthly performance reports
Education
Project Management Certification -
Computer Pride Institute
01.2017 - 01.2018
Bachelor of Business Information Technology - undefined
Mount Kenya University
01.2012 - 01.2015
Diploma in Information Technology - undefined
Jomo Kenyatta University of Agriculture and Technology
01.2002 - 01.2004
K.C.S.E. - Grade B
Moi Forces Academy
01.1997 - 01.2000
K.C.P.E. - undefined
Tulimani Primary School
Skills
- Strategic Management
- Client Relations Management
- Customer Experience
- Data Analysis
- Project Management
- Planning
- Partner Management
- Proficiency in Microsoft platforms
Accomplishments
- Initiating new product development to fit the client needs through frequent surveys to understand the customer preferences and liaising with top management for implementation.
- Development of different Customer Experience feedback tools & Systems
- Overseeing and Management of various client management functions and Managing the outsourcing projects to successful completion and functionality.
- Driving Revenue Growth and increasing the paying customer base to achieve business targets.
- New product development for different client segmentation and Customer Loyalty program design & implementation.
- Improved performance through targeted representative trainings, coaching, quality assurance and scheduled performance review.
- Continuous Process Improvement in service delivery processes, performance and products development.
- Analyzing staff performances including metrics and KPIs and implementing new processes, programs, and initiatives to stimulate improved operations and service levels.
- Data Analysis and Forecast for improved efficiency & guide in making informed decisions.
Personal Information
- Date of Birth: 07/11/81
- Nationality: Kenyan
Membership And Certification
- Project Management Institute, PMP, Certified Project Manager
- Retirement Benefits Authority - RBA, Certified Trustee & Approved Board Member, Nairobi-Kenya
- Simba Sacco Savings & Credit Society, Appointed Board Member & Secretary, Nairobi-Kenya
Timeline
Customer Experience Team leader
Telkom Kenya
01.2019 - 12.2022
Project Management Certification -
Computer Pride Institute
01.2017 - 01.2018
Bachelor of Business Information Technology - undefined
Mount Kenya University
01.2012 - 01.2015
Call Centre Team Leader /Supervisor
Wananchi Group (k) Ltd
01.2010 - 12.2017
Client Relations Executive
Iway Africa( Africa Online)
01.2007 - 12.2009
Diploma in Information Technology - undefined
Jomo Kenyatta University of Agriculture and Technology
01.2002 - 01.2004
K.C.S.E. - Grade B
Moi Forces Academy
01.1997 - 01.2000
Regional Retention Manager
Wananchi Group (k) Ltd
- Current
K.C.P.E. - undefined
Tulimani Primary School
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