Wanja Ndungu
Nairobi, Nairobi Province
Summary
Dynamic customer experience professional with 8 years of success in elevating customer satisfaction and driving growth. Spearheaded establishment of customer experience function at current organization, resulting in significant improvement of Net Promoter Score (NPS) from 37 to 73. Expert in designing and implementing comprehensive CX processes and Service Level Agreements (SLAs) that enhance efficiency and customer satisfaction. Excels in managing business-to-business accounts and developing innovative client retention strategies. Proven expertise in customer support, adept at efficiently resolving issues and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and utilizing CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring consistently high standards are met.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
Scania East Africa Ltd
12.2021 - Current
- Relationship Building: Using VOC and customer feedback as a means of building and fostering stronger business relationships
- Implementation of service improvement strategies across the organization in conjunction with other departments as well as reporting on their impact
- Identifying growth and upselling opportunities from customer insights and recommendations
- Complaint resolution: Collaborating with managers to ensure escalated complaint are efficiently resolved within set SLA's while keeping the customers updated
- Project management: Overseeing the implementation of all Customer support related projects
- Drive operational process standardization, proactively review and propose changes to the existing company processes to enhance customer support
- Market Research: Implement and oversee all market research projects relating to Customer support
- Training: Identify training needs and coordinate training sessions for the team
- Successful set up of Customer Experience function
- Improvement of NPS from 37 to 73 within 2 years
- Set up of CX SLA's & CX Standards in accordance with global standards which reduced complaint TAT by 75%
- Successful Implementation of CRM system and oversaw its adoption within the organization
- Successful Implementation of Driver Recognition Awards which increased customer loyalty by 40%
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
Customer Retention Team Lead
Wananchi Group Ltd
10.2018 - 12.2021
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Coached team members in techniques necessary to complete job tasks.
Customer Retention Specialist
Wananchi Group Ltd
01.2018 - 10.2018
- Preserve revenue stream by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Ensuring customer satisfaction and retention with forward thinking strategies focused on addressing customer needs and resolving concerns
- Evaluate key account and service histories to identify trends, using data to mitigate future issues and drive faster return on investment on all fiber platforms
- Achieve and consistently exceed revenue quota through product and service promotion and by offering First visit resolution to clients concerns
- Analyzing voice of customer with the aim of capturing client feedback and influencing process improvement to ensure customer satisfaction
- Attained 85% win back from the assigned churn client base
Retail Customer Support Executive
Wananchi Group Ltd (Zuku)
08.2015 - 12.2017
- Asset management: Ensuring timely requisition and reconciliation of retail shops assets
- Floor management: Ensuring that queues are well managed and all clients attended to in a timely fashion
- Service quality: Daily monitoring and reporting on the intake of customer problem by type, root cause, SLA compliance, average closing time and average pending time
- Providing timely notifications to management of negative trends, urgency of issues, or extent of required follow up
Customer Service Executive
Pergamon Group Ltd
03.2014 - 04.2015
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
- Communicated with vendors regarding back order availability, future inventory and special orders
- Met and exceeded the sales target set
Education
Bachelor of Arts - Linguistics, Media and Communication
Moi University
Eldoret, Uasin Gishu, Kenya10-2014
Diploma - Business Management
Nairobi Institute of Business Studies
Nairobi, Nairobi Province, Kenya06.2010
Kenya Certificate of Secondary Education -
Tumutumu Girls High school
01.2008
Skills
- Leadership & Team management
- Project Management
- Customer Centric approach
- Strategic planning & Analytical Skills
- CRM & IT proficiency
- Complaint Handling
- Call center experience
- Ticket management
References
Available upon Request
Timeline
Customer Support Specialist
Scania East Africa Ltd
12.2021 - Current
Customer Retention Team Lead
Wananchi Group Ltd
10.2018 - 12.2021
Customer Retention Specialist
Wananchi Group Ltd
01.2018 - 10.2018
Retail Customer Support Executive
Wananchi Group Ltd (Zuku)
08.2015 - 12.2017
Customer Service Executive
Pergamon Group Ltd
03.2014 - 04.2015
Kenya Certificate of Secondary Education -
Tumutumu Girls High school
Bachelor of Arts - Linguistics, Media and Communication
Moi University
Diploma - Business Management
Nairobi Institute of Business Studies
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