Dennis Murithi

Experience

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  Kenya School of Monetary Studies

  Sept 2009 - Nov 2009

  Intern
• 

  Icon Computers

  Jun 2010 - Jan 2013

  Sales Executive

  Developed a thorough understanding of the products and services that would be sold, find leads and close deals easily. Converting prospects into happy customers and driving the organization’s growth.

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  Intersys connections

  Feb 2013 - Mar 2020

  I.T sales executive

  IT Sales professional who would generate leads, meet with potential buyers, close deals, upsell more business, and build relationships.

• 

  Pesapal

  May 2017 - Sept 2023

  - Developed and maintained a knowledge base of technical support articles and documentation, improving self-service options for customers and reducing call volume by 15%- Developed and implemented a new system for tracking and reporting on technical support metrics, resulting in a 20% increase in first-call resolution and a 10% improvement in customer satisfaction- Assisted with user acceptance testing and product launches, ensuring that all technical support systems were fully functional and customer-ready.- Provided technical support to customers and internal teams, troubleshooting issues with hardware, software, and networking systems- Conducted regular training sessions for internal teams and external customers, sharing technical knowledge and best practices to improve efficiency and effectiveness- Worked closely with cross-functional teams to identify and resolve complex technical issues, including network and hardware failures, software bugs, and compatibility issues- Collaborated with product and development teams to identify and resolve system issues, performing in-depth troubleshooting and analysis as needed Show less - Developed and executed the product strategy for the customer experience team, aligning product development with business goals and customer needs- Conducted user research and analysis to gain insights into customer needs and preferences, using data to inform product decisions and enhancements- Collaborated with cross-functional teams, including engineering, marketing, and sales, to ensure seamless product development, launch, and adoption- Tracked and reported on product performance metrics, using insights to optimize product features and drive business growth.- Conducted user research and usability testing to inform design decisions, iterating on product designs based on feedback and insights- Worked closely with product managers and engineers to ensure seamless integration of design and functionality, ensuring a high-quality user experience- Collaborated with marketing and sales teams to develop product messaging and customer communications, ensuring a consistent and effective customer experience across all touchpoints- Monitored and reported on product performance metrics, using insights to drive product improvements and optimize the customer experience. Show less - Led a team of customer experience specialists, providing mentorship, coaching, and feedback to improve team performance and customer satisfaction- Developed and implemented customer experience strategies and initiatives that align with business goals and customer needs- Collaborated with cross-functional teams, including product development, marketing, and sales, to ensure a seamless and effective customer journey- Monitored and analyzed customer feedback and performance metrics, using insights to identify areas for improvement and optimization- Conducted regular training sessions for team members and stakeholders, sharing best practices and promoting a culture of continuous learning and improvement.- Provided outstanding customer service and support, responding to customer inquiries, feedback, and complaints through various channels such as email, phone, and chat.- Led customer experience initiatives and projects, partnering with cross-functional teams to ensure a seamless and effective customer journey.- Developed and maintained relationships with key stakeholders such as customers, sales representatives, and vendors.- Monitored customer feedback and performance metrics, providing actionable insights and recommendations for improvement to management.- Mentored and coached junior team members, providing feedback and support to improve team performance. Show less - Provide excellent customer service and support, responding to customer inquiries, feedback, and complaints through various channels such as email, phone, and chat.- Resolve customer issues and concerns in a timely and effective manner, ensuring customer satisfaction and loyalty.- Collaborate with cross-functional teams, including product development, marketing, and sales, to ensure a seamless and effective customer journey.- Monitor and analyze customer feedback and performance metrics, providing insights and recommendations for improvement to management.- Continuously develop and improve product knowledge and customer service skills to better serve customers.- Provided first-class customer service and support, responding to customer inquiries, feedback, and complaints through various channels such as email, phone, and chat.- Worked with cross-functional teams, including product development, marketing, and sales, to ensure a seamless and effective customer journey.- Escalated complex issues and concerns to appropriate internal teams, ensuring timely resolution and customer satisfaction.- Monitored customer feedback and performance metrics, providing regular reports and insights to management and stakeholders.- Continuously developed and improved product knowledge and customer service skills to better serve customers. Show less

  • Technical Operations

    Apr 2020 - Sept 2023

  • Customer Experience - Head of Products

    Jan 2019 - Mar 2020

  • Customer Experience Team Lead

    Apr 2018 - Jan 2019

  • Customer Experience Representative

    May 2017 - Apr 2018
• 

  Anvil Shield Group

  Oct 2023 - now

  Head, Technical Operations

  • Lead the Technical Operations division, overseeing infrastructure optimization, cybersecurity, and the deployment of innovative solutions across multiple operational units.• Lead crisis management operations, ensuring a rapid and effective response to system and security incidents, minimizing downtime by 70%.• Spearhead advanced technology integration to enhance service delivery in event security, VIP protection, and risk management services, achieving a 30% increase in operational efficiency.• Ensure ISO 27001 compliance and regulatory standards across all technical processes, strengthening the company’s security posture and operational integrity.• Manage the development of AI-driven automation workflows, reducing manual intervention by 40% and significantly enhancing team productivity.• Collaborate with leadership to drive key business objectives, aligning technical projects with long-term strategic goals.• Client Relationship Management: Develop and maintain strong relationships with clients, ensuring high levels of satisfaction and service delivery.• Budget Management: Oversee operational budgets, ensuring cost-effective management and adherence to financial targets.• Continuous Improvement: Implement continuous improvement initiatives to enhance operational processes and service quality.• Training & Development: Develop and implement training programs to enhance team skills and performance. Show less