Pauline J Nyambura

Experience

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  Kenya Association of Professional Counselors

  Apr 2003 - May 2003

  Librarian

  Roles & Responsibilities Track usage of the Library resources by counseling students. Order and classification of library books

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  Deweto Kenya & Security Group Africa

  Aug 2004 - Feb 2005

  Receptionist / Switch Board Operator

  Roles & Responsibilities Handle all in and outbound calls. Receive and distribute company mail and online queriesAttend to company visitors.

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  Kencall

  Aug 2005 - Nov 2010

  • Develop, execute and analyse customer satisfaction surveys (CSAT).• Analyse customers’ feedback to guide the clients on the success of launched products and services.• Run Organizational Culture Assessments.• Handle all customer experience trainings in the organization.• Manage an outbound telesales campaign o Trained Customer Service, Sales, Product, Systems and Quality for Orange Kenyao Run generic, accent and culture Transcription Training involving British, American, Canadian Markets. o Manage a team of 15 quality analysts. o Compile weekly flash reports to EarthLink for calls monitored against key performance indicators. o Run Performance Management programs specificallyo Train staff on client and internal quality metrics. o Attend calibration sessions with the quality analysts and client. o Trained sales, customer experience and quality for America’s second largest internet service provider. o Training also involved credit card systems, bank account verification and customer relations management system (CRM). o Coach customer service representatives on performance o Establish team motivation activities. o Run Performance Management programs o Conduct training needs assessment. o Client Managemento Develop work schedules. o Set key performance indicators. o Train the customer experience specialist on digital media products and client updates o Make outbound sales calls to the British Telecommunication market. o Handle customer queries. o Handle inbound patient calls for Medicann Medical marijuana clinics in California, USA.

  • Head of Customer Experience & Account Manager for CFC/KQ Msafiri Credit Card Outbound Telesales

    Dec 2008 - Nov 2010

  • Lead Trainer (Orange Kenya and Spinvox)

    Nov 2007 - Dec 2008

  • Quality Team Leader (EarthLink)

    May 2007 - Dec 2007

  • Trainer (PeoplePc)

    Jan 2007 - Jul 2007

  • Quality Analyst (EarthLink)

    Nov 2006 - May 2007

  • Account Manager (Digital Media)

    Sept 2006 - Nov 2006

  • Sales /Customer Service Representative (Toucan and Medicann)

    Aug 2005 - Sept 2006
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  Horizon Contact Centers Ltd

  Dec 2010 - Jun 2011

  BPO Trainer
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  Yellow Pages Kenya

  Jun 2011 - Oct 2017

  My role entailed management of the Yellow Pages Kenya Sales and Collection Teams. Management of Sales Operations for Online and Print Advertising Print and Online advertising options.http://www.yellowpageskenya.com/

  • Head Of Sales

    Oct 2012 - Oct 2017

  • Sales Co-ordinator

    Apr 2012 - Sept 2012

  • Sales Supervisor

    Jan 2012 - Mar 2012

  • Telesales Supervisor

    Jun 2011 - Dec 2011
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  Inner Out Consulting House Limited

  Aug 2012 - Aug 2019

  Director

  Customer Experience and Sales Training, Skill Development and Continuous Learning, Quality, Sales and Performance Management

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  Mabati Rolling Mills Ltd - Member of the SAFAL Group

  Sept 2018 - now

  • Business Development Manager - Building Solutions

    Apr 2022 - now

  • Business Development Manager - Building Solutions Accessories

    Apr 2021 - Apr 2022

  • Key Accounts - Coated Steel

    Sept 2018 - Mar 2021
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  The Safal Group

  Feb 2019 - now

  Group SAP S4HANA SD Process Analyst

  Training and implementation of SAP S4HANA (SD Module order to cash) in the Safal Group Companies across Africa. Fully trained sales users and implemented SD module in Kenya, Tanzania, Rwanda, Namibia, South Africa and offering full SD support In Uganda.