Phidis Kirimi

Experience

• 

  Aramex

  Jul 2013 - Aug 2014

  Customer Service Executive

  • Answer telephone calls immediately not exceeding the 3rd ring.• Respond to the client’s telephone query thoroughly, professionally & in an informative manner. • Be accurate with information consult whenever necessary.• Interact regularly with customers & get feedback on our service & their needs.• Identify areas of improvement and make recommendations for service improvement.• Communicate customer inquiries/messages/feedback to teams and sales territory owners • Provide teams with business leads that I get from callers (whether customers and/or prospects) Show less

• 

  FedEx

  Sept 2014 - May 2019

  • Responsible for all operational functions within Nairobi, Thika, Eldoret, Nakuru, Kisumu and other upcountry regions for both FedEx and TNT.• Fleet and warehouse management.• Oversee the PM team and airport runners.• Actively working to achieve business/company goals while observing cost management.• Maintain client relationships with new and key clients.• Handle and resolve customer complaints.• Identify new business opportunities.• Innovate new processes and ideas to ensure service excellence. Show less I took up a years contract working in Rwanda as the Coubtry Manager. In this position below were some of my main duties;• Communicate/educate regional management and employees on key service issues, service systems and processes. Facilitate understanding and get commitment to change processes and achieve regional goal.• Act as a focal point for the team on service related questions and provide interpretation as needed.• Produce standard & ad hoc reports to meet management requirements including developing measurement methods to monitor and evaluate implemented action plans per location.• Share new knowledge as old processes evolve or in addition of new user friendly processes.• Monitor and ensure all processes both inbound and outbound run under the Fedex guided protocol.• Ensure effective and efficient financial management decisions and budgeting.• Employ new strategies to current sales and marketing procedures. Show less Under this role I was in charge of service excellence of six countries namely Rwanda, Uganda, Kenya, Tanzania, Ethiopia and Burundi. My duties and responsibilities were as per below;• Support regional service assurance and quality initiatives by actively providing local input.• Develop recommendations with the local management teams to resolve specific location level issues.• Use established methods & system expertise to perform location level analysis of specific service related issues and their root causes.• Communicate/educate regional management and employees on key service issues, service systems and processes. Facilitate understanding and get commitment to change processes and achieve regional goal.• To use provided measuring tools to monitor effectiveness of implemented action plans and plan a monthly, quarterly, and annual review/feedback. Show less

  • Operations Manager-Kenya Region

    Dec 2018 - May 2019

  • Country Manager

    Oct 2017 - Nov 2018

  • Service Assurance Team Lead

    Jun 2016 - Oct 2017

  • Airfreight Customer Service Executive

    Jan 2016 - May 2016

  • customer service executive

    Sept 2014 - Dec 2015
• 

  Inside Africa Cargo Ltd

  Jul 2019 - Jun 2024

  Operations Manager/Admin Consultant

  Under Admin consulting I am on hands with;• Create operations protocols, processes, and procedures.• Generate weekly reports for the team.• Manage current accounts on a day to day basis.• Ensure customer follow-up by active client visits.• Attend all business development meetingsI also assume operations obligation similar to already highlighted duties and responsibilities.