Lucy Kimani

Experience

• 

  GSM Systems

  Jul 2013 - now

  • Team lead in project planning, coordinating staff and budget allocation for sourcing.• Collaborated with different departments to achieve project goals in a timely and effective manner to achieve the SLA and KPI.• Achieved excellent time management and project management skills to successfully oversee the project from the commencement to date.• Created weekly reports with well-articulated dashboards, showing the progress of the project and achievements on month to month basis.• Work within the set budget and ensure the project costs are within the set budget. Show less • Develop and implement a customer relationship framework and strategy for the business and ensure an efficient and timely service for all priority customers and grow company value.• Evaluate and modify the Customer Relationship management process to ensure efficiency and speed in service for all priority customers.• Act as a primary contact for support related queries, managing incidents and problems, ensuring a fast timely resolution in line with SLAs (Service Level Agreements).• Conducting business reviews to ensure clients are satisfied with the Company products and services. Alerting the sales team to opportunities for further sales within key clients.• Updating the CRM and ensuring account managers are aware of changes within clients, monitoring company performance against service level agreements and flagging potential issues. Show less

  • Multivendor Hardware Support Project Manager

    Sept 2020 - now

  • Contract Manager

    Sept 2018 - Sept 2020

  • Customer Service & Relationship Manager

    Jul 2013 - Sept 2018