STEPHEN MOLA

Experience

• 

  Telkom Kenya

  Mar 2022 - now

  Market Analysis: Conduct research and analysis of the telecommunications industry in Kenya, including market trends, customer preferences, and competition. Identifying Opportunities: Identify new business opportunities and potential areas for growth, such as new product or service offerings, partnerships, or market segments. Partnerships and Alliances: Explore and develop strategic partnerships, alliances, and collaborations with other companies or organizations. Customer Acquisition: Develop and execute strategies to acquire new customers, whether through marketing campaigns, sales initiatives, or other means. Product and Service Development: Provide input on the development of new products and services, as well as improvements to existing offerings, based on market demand and customer feedback.Revenue Generation: Explore and implement revenue generation opportunities, such as upselling and cross-selling to existing customers, optimizing pricing strategies, and finding new revenue streams.Risk Assessment: Assess potential risks associated with business development initiatives and provide recommendations on risk mitigation strategies.Financial Analysis: Analyze financial data and forecasts to evaluate the financial viability of potential business opportunities and to track the performance of ongoing initiatives.Networking: Build and maintain relationships with key industry stakeholders, potential partners, and customers to stay informed about industry developments and to identify collaboration opportunities.Reporting: Prepare regular reports and presentations for senior management and other stakeholders to update them on the progress of business development initiatives and their impact on the company's bottom line.Compliance: Ensure that all business development activities comply with relevant regulations and industry standards Show less Customer Support: provided assistance and support to customers who have inquiries, issues, or concerns related to Telkom Kenya's services. Issue Resolution: worked to quickly and effectively resolve customer problems and complaints. This may involve troubleshooting technical issues, processing billing inquiries, or addressing service-related concerns.Product and Service Knowledge: I have a deep understanding of Telkom Kenya's products and services. Customer Education: proactively educate customers about new services, promotions, and features that could benefit them. Feedback Collection: gathered feedback from customers about their experiences, suggestions for improvement, and any issues they may have encountered.Customer Retention: played a crucial role in customer retention by addressing customer concerns and working to find solutions that meet their needs. Upselling and Cross-selling: identified opportunities to upsell or cross-sell additional services or products to existing customers based on their needs and preferences.Record Keeping: I documented customer interactions, issues, and resolutions in the company's CRM (Customer Relationship Management) system.Compliance(KYC): Ensured that all customer interactions and resolutions adhered to Telkom Kenya's policies, procedures, and regulatory requirements.Monitoring and Reporting: I was responsible for monitoring key performance indicators (KPIs) related to customer satisfaction and service quality. Reporting on these metrics helps the company identify areas for improvement.Team Collaboration: Collaborated with colleagues in various departments, such as sales, technical support, and billing, to ensure seamless customer experiences and resolve complex issues.Crisis Management: In the event of service disruptions or critical issues, I was involved in managing communication and assisting affected customers. Show less

  • Business Development Advisor

    Sept 2022 - now

  • Customer Experience Advisor

    Mar 2022 - Aug 2022