Andrew Kiserema

 AndrewKiserema     Nairobi,- Professional Summary Focused Customer Service Practitioner with 8 years of success in designing customer-oriented programs and developing high performing service-oriented teams. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation and business growth. Proven track record in creating scalable customer service operations infrastructures and leveraging social media to nurture relationships with customers. Skills Personnel training and development Inter-department collaboration Customer Relationship Management Software (CRM) Inventory Control Telemarketing expertise SAP and ERP system knowledge Effective workflow management Exceptional interpersonal communication Adherence to high customer service standards Process improvement specialist Logistics policies and procedures Customer Relations Research and due diligence Work History Customer Service Coordinator, 04/2016 to 12/2019 (Salary was Ksh.74, 000) Vivo Energy Kenya Limited Brand Billboard Ambassador for marketing campaign dubbed 'MarafikiMilele' in 2017 Reviewed submitted documents to check compliance and enforce record keeping policies Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities Conferred with sales team members to evaluate processes and improve integration of after-sales assistance Worked with corrective action teams to assess historical solutions and make proactive procedural adjustments Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction Compiled customer feedback and recommended service delivery improvements to management Coordinated logistics for customer orders Set benchmarks for customer service employees and monitored progress against targets Devised and deployed successful approaches to retain customers and boost brand loyalty Worked with corrective action teams to assess historical solutions and make proactive procedural adjustments. Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities. Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results. Customer Service Assistant, 08/2015 to 03/2016 Hotpoint Appliances Limited – Nairobi Organized data on current trends and prepared presentations for senior leadership to highlight areas of strength and opportunities for improvement Delivered prompt service to prioritize customer needs Submitted completed orders quickly to maximize delivery efficiency Capitalized on upsell opportunities by suggesting best-fit offerings from available company products and services Educated customers on promotions to enhance sales Answered customer questions about product availability and shipment times Assisted call-in customers with questions and orders Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team Increased efficiency and team productivity by promoting adherence to operational best practices and company policies Customer Service Representative, 10/2012 to 07/2015 Multichoice Kenya Limited – Nairobi Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns Responded to customer requests for products, services and company information Regularly exceeded daily sales and product add-on quotas Achieved and consistently exceeded revenue quota through product and service promotion during routine calls Offered advice and assistance to customers, paying attention to special needs or wants Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions Evaluated account and service histories to identify trends, using data to mitigate future issues Answered customer telephone calls promptly to avoid on-hold wait times Educated customers on promotions to enhance sales Cultivated customer loyalty, promoted repeat customers and improved sales Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes Drove team revenue totals by bringing in 30% increase in sales Collected customer feedback and made process changes to exceed customer satisfaction goals by 60% Data Collector, 06/2011 to 08/2011 Association of the Physically Disabled of Kenya Investigated the challenges affecting APDK wheelchair recipients on their user experience in partnership with relevant support from Eastern Washington University Obtained informed consent to interview and photograph each wheelchair participant Prepared a report to Latter- Day Saint Humanitarian services on the Kenya Wheelchair evaluation project and Eastern Washington University Uploaded or transmitted data using secure protocols Gathered and submitted observational information in addition to required data points Conducted surveys and documented all responses Evaluated source documents to locate information needed for each data entry field Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them Education Bachelor of Arts: Communication and Journalism, 2015 Kenya Methodist University - Nairobi Associate of Arts: Mass Communication, 2011 East African School of Media Studies - Nairobi Certifications The Institute of Commercial Management – Diploma in Journalism and Media Studies (September 16, 2001) Diploma in Community Counseling and Training Centres- January 2007 - March 2007 - HIV/AIDS Trainer/Counselor Fix It Computer and French Training College - Certificate in French (April 20, 2007) Vivo Energy Kenya Limited June 2017 & October 2018 - Customer Service Training and Own Your Growth Training References Evelyn Jepkemei- Education Advisor at World University Service of Canada P.O. Box-, Nairobi, Kenya Cell: - Email:- Michael PelikolLalampaa - Higher Education Loans Board Asst. Lending Manager, Allocation (HELB) P.O. Box-, Nairobi, Kenya Tel: -, Cell: - E-mail:- Johnny Baddoo – IBM Research Africa Finance Controller P.O. Box-, Nairobi, Kenya Cell: - Email:-