David Mwaniki

Experience

• 

  Safaricom PLC

  Apr 2011 - now

  Responsibilities• Digitize sales journeys to improve on sales efficiency, reporting, feedback collection and customer experience.• Review and improve existing customer journeys based on customer feedback and business requirements.• Drive KYC compliance by strategically putting measures to control collection, validation, and storage of KYC documents.• Support 5 regions, 42 territories and 450 clusters with numerous care outlets, partners, and sales teams focusing on driving customer acquisitions, sales, and customer service)• Support partners through automation and digitization of processes.• Perform market visits to establish compliance, opportunity areas and challenges faced by customers, partners and the salesforce teams.• Ensure that the commercial strategy implemented is in alignment with the overall strategy, market needs and requirements.• Develop Go-To-Market strategies that guide new product releases and feature improvements.• Tracking product / service impact post launch and improvements thereof through daily reporting, and monthly reviews.• Stakeholder engagement and alignment towards successful product/service delivery• Training, documentation, support, and communication before and after product releases • Analyze insights and recommendations from various sources towards service improvement. Show less Responsibilities :• Accurate and timely banking and reconciliation of Retail Centre collections in accordance with the laid down procedures.• Generate innovative customer-focused commercial ideas in line with the strategic direction of the business and follow up on their effective execution to ensure achievement of set targets and client satisfaction.• Management experience in defining, setting, implementing, and monitoring performance indicators and ensuring set performance targets are delivered.• identify, reward high-performing staff and recommend promotions based on achievement of high-performance criteria as set by the company’s staff reward system.• Mentor, coach and offer leadership to the Retail Centre staff to ensure staff motivation and high performance.• Ensure adequate staffing, optimum stock levels, proper utility management, smooth office management and reliable security operations always.• Accounting for expenditures from assigned budgets.• Lead and coordinate preparation of correct and prompt reports for submission as per business requirement.• Oversee compliance with different regulatory, standard practices and procedures as per the legal requirements.• Ensure delivery of NPS target by driving customer experience initiatives, development, and management of quality standards through implementation of set processes and procedures across all Retail outlets within the designated region.• Accurate and timely preparation of reports for submission as business may require.• Effective and efficient management of operations in designated retail outlets.• Drive the achievement of shop revenue target within the shop. Show less Responsibilities• Onboarding, training, and supporting new Content Service Providers• Receiving and closing business partner support requests within set SLA in the spirit of customer obsession• Chairing monthly partner engagement forums held quarterly to engage partners and receive feedback on products, services, and support areas.• Collecting relevant KYC information based on services requested and training partners policies and procedures.• Developing revenue generating initiatives with the key objective of growing customer base, improving customer experience, and achieving revenue targets • Supporting partners who have services that were not doing so well with CVM marketing and product enhancement ideas. • Working with cross-functional teams in tracking demand and customer experience of digital products on all channels and customer touchpoints. • Working with Credit Control, Legal and Fraud to implement remedial measures on errant partners who breach contractual obligations. Show less Achievements• Provided exceptional customer-focused service to all customers by leveraging extensive product and service knowledge and creating welcoming, positive experiences this secured my NPS scores at above target.• Maintained a professional demeanor by remaining calm when dealing with dissatisfied or angry customers. This avoided churn and increased uptake of recommended products and services by 50%• Developed marketing initiatives in collaboration with the marketing and sales teams to promote the brand and ensure customer retention. This ensured my sales performance was above 100%.• Resolved customer concerns and promoted loyalty by utilizing professional expertise, customer service skills, and an analytical nature. I was able to achieve my resolution target of 90% month on month.• Developed long-term, loyal customer relationships by providing excellent service as well as detailed order, account, and service information. I was named customer experience champion for 3 months in a row.• Applied the company's troubleshooting resolution tree to evaluate technical issues while drawing on personal expertise to find appropriate solutions. I was also able to train my peers, and this led to a reduction of escalations by 5% month on month. Show less

  • Commercial Manager

    Jul 2022 - now

  • Retail Store Manager

    Jan 2019 - Jul 2022

  • Business Partnerships Manager

    Mar 2021 - Aug 2021

  • Customer Service Representative

    Apr 2011 - Jan 2019