Arthur Okello

Experience

• 

  Jos–Hansen And Sohens Pharmaceutical Company

  Apr 2007 - Jul 2007

  Medical Sales Representative

  Promoted and Marketed company’s product brands (drug molecules). Carried out Market surveys in terms of demand, pricing, packaging and competitive advantage. Documented weekly reports on brand performance. Met sales targets.

• 

  Safaricom

  Aug 2007 - now

  [Manage through and with a 1st line team of twenty staff, in handling customers calling on Safaricom prepay and M-PESA products and services via 100, 234 or 2134]• Monitor and ensure availability of resources assigned for quality delivery of service as per Customer Management standards. • Ensure all the Customer Experience Executives have the necessary tools / information required to execute the role. • Manage staff shift changes to ensure it does not affect the Quality of Service delivered. • Investigate performance enablers of each Customer Experience Executives related to delivery of Quality of Service.• Provide coaching to each Customer Experience Executive in relation to their identified areas of development. • Plot quality scores for all team members on a monthly graph based on report/analysis received from the Quality Analysts. • Manage disciplinary issues where coaching and training have failed to achieve the desired improvement in performance. • Provide service improvement recommendations to each CEE and demonstrated continuous improvement in performance scores. • Review set performance targets for each team member monthly to ensure we consistently maintain high standards. • Provided effective management of all escalated issues, document recommendations and ensure implementation leads to improved performance. • Support staff to achieve their overall performance targets through training and development, mentoring, scheduling of & implementing training interventions. Show less •Performed quality monitoring and evaluation, to assess the quality of service delivery across all customer contact points within Customer Care.•Supported the call center team performance by preparing monthly SWOT analysis reports and subsequently conducting team reviews on quality performance. Supported Call Center team managers in gap identification and made recommendations to improve on Customer experience.•Completed monthly and weekly assessment reports indicating observations and recommendations for individual and team improvement. •Documented quality reports ensuring conformity to the assessment process leading to acceptability from users. •Gave prompt feedback to users on queries relating to the assessment reports. •Escalated customer issues to Customer Experience Manager for further investigations.•Conducted internal ISO audits within the division to assess our level of conformance. Show less

  • Call Centre Team Manager – Prepay & M-PESA

    Jul 2015 - now

  • Quality Assurance Analyst - Call Center

    Jun 2010 - Jun 2015

  • Customer Experience Executive – Dealership (Line 300)

    Aug 2007 - Jun 2010