Bobby Mukangu

Experience

• 

  Waddell & Reed

  Jun 2007 - Sept 2007

  Intern

  •Build and maintain client bases, keeping current client plans up-to-date and recruiting new clients on an ongoing basis.•Answer clients' questions about the purposes and details of financial plans and strategies.•Interview clients to determine their current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance, or other information needed to develop a financial plan.•Prepare or interpret for clients information such as investment performance reports, financial document summaries, or income projections. Show less

• 

  Marriott International

  Sept 2008 - Oct 2011

  Night Auditor

  •Compute bills, collect payments, and make change for guests.•Post charges, such those for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.•Perform bookkeeping activities, such as balancing accounts and conducting nightly audits.•Keep records of room availability and guests' accounts, manually or using computers.•Verify customers' credit, and establish how the customer will pay for the accommodation.

• 

  Verizon

  Jan 2011 - now

  •Troubleshoot clients wireless network concerns by running thorough diagnostics of Verizon's coverage area and providing feedback. •5G network SME. Work closely with learning and development teams to ensure agents are up to speed and competent enough to be able to address clients 5g concerns•IOT consultant. Assist new and existing clients with various business solutions VOIP, EMAG (Enterprise Messaging), MDM (Mobile Device Management)•Network calibration. Assist clients with setting up different types of networks as per their requirements e.g. Public static IP, Private Static IP, PN (Private Network)•Troubleshoot Mobile application using internal diagnostic tools and depending on findings, provide a fix or give expert recommendations. •Work closely System Engineers on the ground that are deployed to test equipment network connectivity and provide real time feedback on diagnostics findings•Ticket management. Log every client concern real time, monitor progress and close the loop with the client once the issue is resolved. Show less •Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.•Confer with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.•Check to ensure that appropriate changes are made to resolve customers' problems.•Solicit sales of new or additional services or products.•Verify accuracy of billing data and revise any errors.•Provide assistance to Supervisors and customer care representatives by ensuring standards are met when engaging with clients•Educate existing clients on cost saving opportunities as part of business retention•Part of a quality team that identifies the root cause of client issues from surveys taken and providing feedback back to management on how to improve process Show less

  • Advanced Solutions Expert

    Oct 2021 - now

  • Technical Expert

    Oct 2014 - Jan 2022

  • Management Support Advocate

    Jan 2011 - Sept 2014
• 

  Verizon Telematics Inc.

  Oct 2017 - Oct 2018

  Customer Experience Analyst

  •Assisted in Launching Hum Care offshore Vendor site (Transcosmos Philippines) -Responsible for nesting agents and reporting out on Agent trends•Performed quality monitoring on HUM offshore care and technical support and provided feedback to call centers to ensure Verizon standards and met•Created action plans for HUM offshore supervisors that helped move Agent experience up significantly Month Over Month•Performed detailed Average hold time analysis reports on HUM care interactions which influenced the decision to amend the HUM offshore AHT contractual agreements•Influenced vendor centers to adopt Verizon Connect best practices that ensured alignment in the Quality monitoring process.•Assisted with the re-design of Quality monitoring score cards for HUM care•Obtained buy in from Mechanics hotline and Roadside assistance vendor centers to adopt an alternative call sequencing model that yielded higher agent experience scores•Provided trend analysis during weekly operational Agent experience meetings providing snapshots of key action items and program initiatives•Identified document and system enhancements which has influenced Knowledge Base article amendments that helped HUM Tech agents become more efficient in tool utilization•Conducted weekly listening and calibration sessions for Tier 2 Network Fleet, Mechanics Hotline, and Roadside Assistance and created action plans based off of agent opportunities•Conducted blitz sessions on agents and provided feedback to call centers on the agents areas of opportunity•Re-designed Tier 2 Network Fleet scorecard job aid that is geared towards a better more enhanced customer experience.•Attended weekly Agent experience readouts and provided status updates on the performance of Vendor sites, their center struggles, and initiatives put in place to mitigate identified opportunities Show less