Elizabeth Mudogo

Experience

• 

  Crown Berger Kenya Limited

  Jan 2003 - Jan 2004

  Customer service/Marketing executive

  Dealing with phone and physical customers and identifying the various needs of the various clients and ensuring a reasonable level of satisfaction of all the parties involved. Taking orders from customers for the paint and paint related product from the supermarket located at the factory site.Taking stock of the major store and companies and ensuring that they are given appropriate sales discounts and informing them of the promotions appropriately. Follow up on contactors and regular and giving advice on the various paints and paint products in relation to application. Setting up accounts for the new clients and checking on the progress and giving advice where applicable and incentives to increase on the sales.Physical follow up of the production of the goods, an ensuring that the customers, both physical and phone customers get their goods in good time.Employing the multitasking skill in escalating order forms for action through the various levels of production and doing a follow up of the same and being sensitive to the time frames allocated for each order. Show less

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  Safaricom PLC

  Jan 2004 - Jan 2005

  Customer Care Representative(Line 100, Pre-paid)

  Resolving customer enquiries concerning phone usage and network issues both through the phone and face to face from the Care centers.Establishing customers concerns and trouble shooting and coming up with reasonable solutions and sharing them out to my colleagues as solutions to frequently asked questions.Escalating the technical quests to the relevant departments particularly those that cannot be resolved online and ensuring first call solutions that is satisfactory and consented by the subscribers.Being helpful and handy in the care centre and have hands on experience on the products and services offered by Safaricom. The voice of Safaricom in explaining procedure and being the contact for both the prepaid and Advantage customers in providing services like barring and un-barrings, billing issues, phone usage, internet and sms set ups, activation of lines, sim replacements by consulting the postpaid service helpline where appropriate. Distributing the literature on the various products from the Care Centers. Show less

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  Safaricom

  Jan 2006 - Jan 2008

  Providing premium service to and building profitable relationships with high-value corporate customers. Involved in Cross-selling Safaricom products and services and customizing them to meet the customers’ needs. Holding meetings with contact persons of various corporate companies and organizations regarding key account issues & concerns such as application of discounts and provision of loyalty handsets among other promotional items. Providing administrative support to Corporate Sales section through raising orders on Oracle system, preparing monthly reports & proforma invoices among other tasks. Liaising with contractors for provision of services to customers. Handling and responding to telephone and e-mail customer queries and requests in a stipulated and agreed upon time frame. Show less Provide a premium service to high value customers, ensuring first call solutions that is satisfactory and consented by the subscribers. Solving customer enquiries concerning phone usage and network issues both through the phone.Establishing customers concerns and trouble shooting and coming up with reasonable solutions and sharing them out to my colleagues as solutions to frequently asked questions.Advising Advantage customers on our post paid products and services while delivering high quality services to our customers. Show less

  • Corporate Customer support

    Jan 2007 - Jan 2008

  • Customer Care Representative (Line 200, Post -paid)

    Jan 2006 - Jan 2007
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  Safaricom PLC

  Aug 2008 - Oct 2023

  • Ideation, conceptualization, development, launch & delivery, management of relevant VAS & Bulk SMS products, solutions, services, propositions for Corporate market segment based on insights, meeting existing customers and segment needs, to drive growth and achieve revenue target for CORPORATE VAS & Bulk SMS product lines and the Segment led initiatives.• Manage new and existing VAS & Bulk SMS product and proposition within CORPORATE portfolio: E2E product lifecycle (incl. rationalization), desired experience, go to market, commercialization & monetization, to drive growth and competitive advantage of flagship propositions.• Manage the full products lifecycle for the portfolio including products rationalization and performance reviews that lead to enhancements of existing products and retirement/replacement of products that are neither profitable nor delivering retention and brand equity values to EBU. • Deliver simple and relevant products by developing and commercializing strategic propositions to drive differentiation and future growth, focusing on E2E product experience and product simplification and enhancement of customer onboarding journey.• Guide the development and execution of portfolio products strategies to capture value from existing products through effective growth stimulation and new products adoption.• Ensure delivery of right propositions with new and current products mapped to CORPORATE segment.• Enable excellent operations by optimizing internal processes for CORPORATE VAS & Bulk SMS products and propositions. • Create and manage winning partnerships through effective governance with key stakeholders, internal/external.• Drive the launch of new products solutions and services team and ensure successful go-to-market & activation.• Evaluate financial aspect of products • Use sales forecasting and strategic planning Show less • Enterprise Program management- Program manager for Hosted Collaboration service- HCS-September ’13 to May ‘14 and Managed services in Enterprise among others that are main focus products for Enterprise and the Company.• Product Life cycle management and the product master plan. To develop and deliver enterprise products and Innovation roadmap in line with the revenue targets allocated to the business unit• Over see and manage the integration of Enterprise systems and all Products & Services both existing and new products within the division through the approved gate process.  Plan, execute & evaluate enterprise programs according to predetermined timelines. To manage stakeholder engagement and expectations in line with products roadmap delivery.  Multinational Experience, worked with the VGE and other nationalities and vendors in harmonizing the products within Safaricom like M2M. Show less Projects structuring, monitoring and coordination to ensure effective resource utilization and adherence to quality and governance guidelines.• Ensure adherence to the Gate Process and implementation of recommendations and decisions of the Gate committee.• Track and keep schedule of the products roadmap to ensure delays and time slippages are flagged and arrested in time.• Ensure that each product has a well defined quality assurance structure including training and test schedules, launch checklist, etc; ensure that the handover of each product to Sales and deployment teams follows the defined guidelines.• Work with product managers to define and enforce simplified product processes, and ensure adequate analysis of training requirements for each product• Develop training programs with the product managers, sales and support teams, customer management and external partners to ensure customer experience objectives are delivered consistently across each product’s value cycles.• Co-ordinate with the PMO on reporting and governance of active projects status to aid strategic decisions on what projects to continue or discontinue through the gate process. Show less

  • Senior Manager- Product Development and Customer Experience Lead

    Jul 2019 - Oct 2023

  • Digital Solutions Manager- M-Agri

    May 2018 - Jun 2019

  • Digital Solutions Manager- M-Agri

    Apr 2018 - Jun 2019

  • Product Manager- VAS & Bulk SMS products and propositions

    Jun 2016 - Apr 2018

  • Project Manager- Managed Services and VAS

    Oct 2013 - Jun 2016

  • Enterprise Business Projects and Quality Manager

    Apr 2011 - Sept 2013

  • Corporate Sales Officer

    Aug 2008 - Apr 2011
• 

  NCBA Group

  Nov 2023 - now

  Agri- Ecosystem Lead

  Happy new year! Year of influence and redemption and complete abundance.This past year has been a year of fulfilled promises.. It's been a year of Yeah and Amen!It has been one month of exciting experiences at NCBA Loop as the Agri - Ecosystem Lead, clear testament of What God Has done, and I give Him thanks. I have enjoyed the special welcome, both from my collegues and customers.He has been gracious in my life through the transition from Safaricom PLC to the now greatest of All NCBA and now trending through its immense impact on Society.My prayer, God, Help me to be a good steward of the resources you will entrust to me in 2024 and to use them for the benefits of others . Amen Show less