🎯I have practiced customer facing roles for the last 7 years. I have invested 4 years in CX management and leadership while 3 years in customer service and sales functions.
This is what am bringing onboard:
🟤Well mastered corporate & project acumen - deep comprehension of start ups, e-commerce, retail, manufacturing, fintech, insurance, microfinance, hospitality, telecommunication and tech industry.
🟢Curated people person communication- highly collaborative and with a cutting edge in corporate trainings, learning & development, working groups, partnerships and shareholder equity building.
🟠Well crafted problem solving skills, CRM tools & technology, with proficiency in client journey mapping, social media management, content creation marketing , customer experience management, workflow automations, omnichannel integration, email marketing and predictive AI.
🔵Creativity & Innovation designed to meet the diverse and changing tech & digital needs - strategically rich in brand marketing , events & campaign management, exhibitions, workshops, trade fairs, open days & digital marketing growth.
🔴Proper implementation & usage of the Queue Management System (QMS), Zoho, Teams, Zoom, Salesforce, Bitrix 24, Trello, Canvas, Hubspot, MED 360, HMIS, ERP, Zendesk, Charter & SOPs, ISO certification design and implementation.
🟡Enhancing excellent service level agreements that meet client expectations, satisfaction and maximize on sales revenue & client retention.
💥Achievements:
📍CSAT 95%
📍NPS +53
📍CES <2.0
📍Retention 70%
📍Deal Size - average 100,000 monthly:
📍Deal won revenue - 1,000,000
📍No.of deals - 10
📍Reduced churn from 20 detractors to 3 detractors.
📍Automated call back, reducing missed calls from 500 to 0.
📍Improved SLAs & Compliance by 50%, reducing AHT & achieving FCR -100%.
📍RCA 50% cutting down on client pain points.
As a professional in the consumer industry, understanding the legalities of consumption trends and insights is crucial for my success.
Social Media Profile Links:
🔔LinkedIn: https://www.linkedin.com/in/antony-munyao®️-765a42344
🔔Facebook: www.facebook.com/tony.m.tony.817151
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