Customer Service Manager

To create reference business through customer experience, by initiating innovative systems, procedures and the right mindset of the service-delivery team.

January 2006 - present: Customer service managerKenya literature bureau (iso 9001 2008)po box 30022 - 00100 nairobi, kenya company industry: publishing job role/department: sales and marketing - initiated timely response to customer issues, which increased retention by 50% and repeat business by 0.6 billion – plus. - restructured order processing system, reducing labour cost by 70% and delivery time by 50%.- embraced communication amongst service team, which enhanced morale, performance and staff retention rate ten fold.- involved cross-functional and executive participation into customer experience innovations, achieving 10% improvement.- trained and implemented the iso 9001:2008 requirement which saw accreditation in six months.
November 2002 - December 2005: SALES EXECUTIVEKENYA LITERATURE BUREAU PO BOX 30022 00100 NAIROBI, Kenya Company Industry: Publishing Job Role/Department: Sales - Provided effective leadership and training to a 20- man sales team.- Successfully recruited 100- plus customers and boosted revenue base by 25%.- Increased regional sales revenue from 10 to 50 million in three years.

January 2000 - october 2002: Sales executiveFuture kids kenya ltd po box 3652 00100, kenya company industry: computer/software job role/department: sales - sold 1000 – computers to schools in mt kenya region- successfully trained users on computer basics in schools

July 1997 - december 1999: Senior school teacherCghu girls school po box 40204 00100 nairobi, kenya company industry: education, trainingjob role/department: teaching/ training - taught and examined chemistry and mathematics- examined and evaluated learners on the igcse curriculum

may 2003: diploma, sales and marketing managementkenya institute of management, nairobi, kenya credit
july 1997: degree, bachelor of science (mathematics)kenyatta universitynairobikenyahonours

iso9001:2008, computer applications,customer service management

- Enthusiastic, Multitasking, Honest, Good planner, Excellent Communicator, Negotiator, Good Listener and Problem solver with Respect for other Peoples’ Opinions’