Sharon Violet

Experience

• 

  Airtel Kenya

  Jun 2010 - Nov 2014

  Customer Care Service Agent

  • Document, analyze and interpret individual reports to achieve and maintain high performance standards • Receive and direct all communications to the relevant departments• Receive customer feedback through verbal, telephone calls, notes and forward to the relevant office. • Making outgoing calls to Customers in-line with target campaigns, such as: - Corporate & Small Business Enterprise Health Checks, - Medium & High Value Inactivity, - Airtel Money Registration and Awareness, - Postpaid Package up selling - Prepaid Products, Services and Promotion awareness, - E-bills management. • Maintain excellent knowledge of our portfolio of products and services in order to understand customers’ needs• Respond to incoming requests for cancellation of services and persuade our customers to remain with us.• Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated. Show less

• 

  Datamax Consultancy Firm

  Sept 2012 - Dec 2014

  Technical\Dba Assistant (Part time)

  • Create a backup and recovery policy • Monitor network communication • Update system as soon as new version of OS and application software comes out • Implement the policies for the use of the computer system and network • Setup security policies for users. • Assessing and evaluating database programs• Maintaining and providing daily system support• Trouble shooting and repair of printers, ups, plotters and scanners• Undertaking taking preventive maintenance services on various computer equipment Show less

• 

  EBiashara (Africa) Ltd.

  Dec 2014 - Aug 2015

  Help Desk Support

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Respond to queries either in person or over the phone.• Write training manuals.• Train computer users.• Respond to email messages for customers seeking help.• Ask questions to determine nature of problem.• Walk customer through problem-solving process.• Run diagnostic programs to resolve problems.• Follow up with customers to ensure issue has been resolved.• Gain feedback from customers about computer usage.• Run reports to determine malfunctions that continue to occur. Show less

• 

  AutoXpress Kenya

  Sept 2015 - now

  • Holding daily business review meetings before opening the branch.• Managing key profit performance indicators by regularly analysing the branch FP & GP targets.• Taking responsibility for the technical standards and quality of workmanship within the Branch.• Ensuring staff understand Branch targets and their roles in achieving them.• Analysing financial data: Branch expenses, debtor management.• Developing and maintaining a Branch plan to achieve priorities.• Developing a culture where people were committed to quality and high standards of customer service.• Fully understanding customers' needs to ensure appropriate recommendations are made.• The day to day supervision of employees to ensure provision of a quality service for all Customers are always met and exceeded.• Managing the allocation and completion of work and ensuring that the quality control system is applied to every job completed in the Branch.• Supporting and training employees in using Ivend and SMART Menus.• Analysing customer feedback from customer service executives and dealing with any complaints in a positive and timely manner and in liaison with the Retail Service Manager.• Conducting meaningful appraisals.• Overseeing that all guidelines and policies in respect to labour and human resource are adhered to.• Ensuring that the inventory records are accurately maintained and carry out physical monthly stock takes.• Overseeing that the workshop and stores functions are carried out in an efficient and timely manner.• Overseeing receivables management at the branch level and ensure that it conforms to company policies to enable the company meet its financial commitments.• Ensuring timely collection of all disposal products, proper disposal as per policies and correct documentation of the same.• Planning rota and annual leave for team• Ensuring that the company assets are well secured from theft, fire and any other potential risk or hazard. Show less • Oversee the customer service staff providing support and direction as and when needed. • Implementing all sales and marketing objectives of the company. • Oversee that all guidelines and policies in respect to labor and human resource are adhered to• Oversee human resource matters at branch level. Build and maintain a cohesive and motivated team at the branch level. • Oversee that the workshop and stores functions are carried out in an efficient and timely manner. • Ensure that the inventory records are accurately maintained and carry out physical monthly stock takes.Manage petty cash function• Ensure that the company assets are well secured from theft, fire and any other potential risk or hazard. Show less Assess local market conditions; identify prospective business development opportunities. Ensure prudent and professional acquisition of new business opportunity. Ensure that current customers are looked after in the best possible manner. Oversee the customer service staff providing support and direction as and when needed. Implementing all sales and marketing objectives of the company.Customer Service Analyze customer feedback from customer service executives and deal with any complaints in a positive and timely manner. Build and maintain good rapport with customers. Oversee overall customer satisfaction across all customer categories.Building and plant maintenance Carry out regular checks of the entire premises and other assets. Ensure that the premises are clean and aesthetically appealing at all times. Ensure that all company assets are well maintained and accounted for.Administration (Inventory management, financial control, safety and security) Prepare daily, weekly, monthly reports as required by the management. Oversee that the workshop and stores functions are carried out in an efficient and timely manner. Ensure that the inventory records are accurately maintained and carry out physical monthly stock takes. Oversee receivables management at the branch level and ensure that it conforms to company policies to enable the company meet its financial commitments. Manage petty cash function. Ensure that company stationery is stored safely. Ensure that all company documents are stored safely and filed in an orderly manner. Maintain offsite backups for all important records. Ensure that the company assets are well secured from theft, fire and any other potential risk or hazard. Show less Update on flight plan for the branch Welcome the customer to the branch (either physically or over the phone). Maintaining existing customers. Enquire and understand the customer’s needs and requirements. Recommend and select the right product to suit the customer’s requirements. Explain the product technical features and benefits to the customer; you may also have to demonstrate the use and operation of the product. Cross sell other products by highlighting on their benefits in relation to the products being purchased. Offer correct value propositions to help them make correct purchasing decisions. Liaise with stores and workshop department and ensure that the correct goods and services are provided in an efficient and timely manner. Upon completion of the transaction, ensure that accurate documentation is done and payment is collected. Develop a rapport with the customer to encourage future business. Make a follow up with the customer after an appropriate time to find out if they are enjoying the products and services. Communicate their feedback to the Branch Manager and resolve any complaints that they may have. Communicate any introduction of new products and services and any special offers to the customer. Inform management of customer requirements that are not currently available. Maintain confidentiality of customer information at all times. Show less Welcome the customer to the branch (either physically or over the phone). Maintaining existing customers. Enquire and understand the customer’s needs and requirements. Recommend and select the right product to suit the customer’s requirements. Explain the product technical features and benefits to the customer; you may also have to demonstrate the use and operation of the product. Cross sell other products by highlighting on their benefits in relation to the products being purchased. Offer correct value propositions to help them make correct purchasing decisions. Liaise with stores and workshop department and ensure that the correct goods and services are provided in an efficient and timely manner. Upon completion of the transaction, ensure that accurate documentation is done and payment is collected. Develop a rapport with the customer to encourage future business. Make a follow up with the customer after an appropriate time to find out if they are enjoying the products and services. Communicate their feedback to the Branch Manager and resolve any complaints that they may have. Communicate any introduction of new products and services and any special offers to the customer. Inform management of customer requirements that are not currently available. Maintain confidentiality of customer information at all times. Show less

  • Branch Manager

    May 2022 - now

  • Assistant Branch Manager

    Apr 2021 - May 2022

  • Management Trainee

    Jun 2019 - Apr 2021

  • Retail Customer Service Executive

    Mar 2018 - Jun 2019

  • Retail Customer Service Assistant

    Sept 2015 - Mar 2018