Beatrice Kinabo

Experience

• 

  Millicom

  Oct 2007 - Dec 2008

  Customer service and sales excutives

  • Attending all customers visiting the branch• Assisting customers to get connected on various company products and services• Escalating all customer complains to branch supervisor and provide the feedback to the customers• Preparing daily reports and sending them to supervisor

• 

  Millicom

  Dec 2009 - Jan 2013

  Branch Supervisor

  • Handle all Customer Care Canter needs/requests in Proactive manner by providing team leadership and keeping up to date with Tigo and competitor services.• Ensure superior customer service is offered to customers at all times• Relay and train to all Care Centres Staffs the necessary information about all new services, products and promotions , plus conduct daily team briefings• Prepare and Submit the monthly budget including Stationaries, Consumables, water bill, purchase Electricity (LUKU), Candies for Care centre one week before month-end and make Retirement by the last week of every month• Raise all branch requests for service, repair and maintenance and making sure the SLA check list is 100% adhered.• Conduct monthly appraisals and spot check on Customer Care Executive activities and performance• Collection of bill payment and sales payment and reconciliation from Customers and executives as required by Finance Department.• Compile and consolidate daily, weekly and monthly report of the centre’s activities, sales, escalation cases on customer complaints or enquiries using a given format • Conduct customer service representatives trainings/coaching sessions on various company products and services Show less

• 

  Millicom

  Sept 2013 - Oct 2022

  As COPS Manager i am responsible for end to end customer operation Management and Development in the zone ( people management, performance management, Compliance, Reporting, Maintenance and Audit)RETAIL DEVELOPMENT Analysing Growth strategy and Revenue trend for all shops in Zones. Promoting customer experience approach within the retail business by ensuring all shops are efficiently and effectively managed. ENGAGEMENT AND RETENTIONEnhance Brand and Service visibility and availability through creating of exciting Campaigns that would attract customer participation, . Ensure Retention via providing delightfull service and experience TRAINING AND KNOWLEGETNA profilling, train and coordinate training sessions to ensure that staff are well equiped in terma of Knowlege and skills required in their respective sections. SALESAlign with sales points to ensure they operate efficiently and profitable via sales of products and services under Tigo Show less The overall responsibility was to coordinate and execute Development programs in Customer Operations• Supervision of Coaching & Mentoring programs, ensuring that they are properly executed by the Coaches and Mentors• Ensuring accurate filing of coach log sheets while capturing the performance trend through quarterly review• Monitoring supervisors’ initiatives under Wake up project; guiding the implementation and assess the outcomes • Conduct competitors’ analysis to identify opportunities to strategically train and develop COPS support team and CSR• Coordination of Tigo style Project implementation, ensuring the adherence to agreed and approved grooming standards.• In charge of learning through back up, cross training and rotation• Planning and execution of experiential learning programs • Guiding and appraising monthly action planning program for the branch supervisors as a response to VOC fro+m suggestion box, social media and various surveys• Development and Monitoring of online learning programs• Development of Knowledge Management tools• Attend other issues in Training and Development Unit as assigned Show less

  • Customer Operations Manager

    Jun 2014 - Oct 2022

  • Program Development support

    Sept 2013 - May 2014
• 

  Axian Group

  Oct 2021 - now

  Job PurposeThis position reports directly to the Zonal Director and oversees the sales targets and manages all sales activities in line with the company sales strategic objectives in a specified territory. Key Responsibilities• Build the business within the territory using a variety of sales techniques.• Target potential customers and assessing opportunities for sales in the regions within the territory.• Analyse competitor activities in the territory and assess opportunities for business development• Work closely with other territory managers and sales stakeholders within the company.• Keep up to date with industry news to identify opportunities for new business.• Keep in regular contact with team members and maintain healthy communication & relationship.• Achieve sales objectives for the products and services as set in budget.• Spearhead the implementation of approved sales and marketing strategies for the territory.• Assign goals, review and analyse performance of distributors within the territory. • Visit the regions within the territory to assure correct implementation of company’s policies and strategies.• Attend customer requirements of point of sales and distributors Show less Zonal Shops Manager is responsible to support shops and devices strategy execution at zonal level. This includes proper shop operations management, Open market, Data & Devices direct and indirect sales channels. In addition, the zonal shops manager is responsible to support shops strategy, operations framework, customer experience NPS, products visibility, sales, channel partner Management and retail footprint optimization.Retail Operations:• In charge of the overall zonal shop operations.• Ensure all shops are efficiently and effectively managed, visiting them regularly, and monitoring their compliance with policy, procedure and standards.• Responsible for maintaining shops to an acceptable standard, complying with both safety standards and planned preventative maintenance or revamps.• Promote a customer centric approach within the retail business, investigate complaints or issues of poor customer service, both timely and efficiently.• Recruit open market and Phoenix TLs and channel management.• Participate in marketing activities such as tradeshows, campaigns and other promotional activities to promote upsell across MFS and Mobile services.• Adopt and monitor projects related to shops and devices within the zone.• Ensure shops, franchises and OPM are well branded.• Perform periodic stock control and inventory checks and report on stock levels to avoid the risk of outage.Engagement:• Identify opportunities to increase sales through involvement during engagement Campaigns, Analyze Zonal revenue performance and advice on the best Engagements campaign(s) focusing to guarantee 50% increase in Walking customers & 20% walking centers revenue.Retention:• Drive and attain Customer satisfaction as per set target & FCR of the Walk-in Customers in all branches of the Zone.Training & Knowledge:Preparation of competency analysis, training needs profiling and training plans for shops, Phoenix, and 3rd party sales teams. Product Knowledge and Communications. Show less

  • FTTX sales Manager

    May 2024 - now

  • Territory Manager

    Sept 2022 - May 2024

  • zonal shops manager

    Oct 2021 - Oct 2022