Susan Njiraini
Nottingham City Centre, Nottinghamshire,Nottinghamshire
Summary
Highly skilled and experienced Customer Experience Specialist with a proven track record in delivering excellent retail operations, exceptional service and driving customer satisfaction within the telecommunications industry. Equipped with a strong background in customer service, retail sales and operations, I have successfully cultivated strong relationships with clients while exceeding revenue and profitability targets and enhancing overall customer experience. With a comprehensive understanding of the telecommunications industry, I am adept at addressing customer needs and providing tailor-made solutions to meet their specific requirements. I excel in managing customer interactions, using customer feedback for retention purposes, resolving complex issues, and ensuring prompt and effective resolution in line with company objectives. Committed to delivering top-notch customer service, I strive to go above and beyond to surpass customer expectations and build long-lasting relationships. My extensive experience in retail operations management has equipped me with exceptional communication and interpersonal skills, enabling me to effectively engage with cross functional teams, customers, identify their needs, and provide suitable recommendations. Driven by a customer-centric approach, I am well-versed in leveraging my knowledge of general trade and telecommunications digital products and services to not only meet customer expectations but also anticipate their future needs. Through attentive listening and problem-solving skills, I aim to deliver the highest level of customer satisfaction and retention. In a fast-paced and competitive industry, I possess the ability to adapt quickly and thrive under pressure. By staying up-to-date with industry trends and continuously improving my skills, I am equipped to handle challenging situations while ensuring a positive and memorable customer experience. Overall, as a dedicated Customer Experience Specialist with a diversified skill set in customer service, retail operations, and general trade within the telecommunications sector, I am poised to contribute significantly to the success of your organization by driving customer loyalty, fostering positive relationships, and fostering business growth. I have advanced ICT competency, including a mastery of MS. Office Suite comprising Ms Excel, Ms Projects, Ms Word, Ms Access, Ms PowerPoint, and MS Visio.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Customer Retention Specialist
SKY
United Kingdom
2023.12 - Current
- Driving customer retention by analyzing qualitative KPI data and customer feedback.
- Delivering outstanding service by taking ownership of all inbound customer queries and offering first time resolution on SKY products and service
- Stayed current on processes and procedures to offer relevant assistance.
- Tailor making loyalty rewards and giving recommendations of appropriate offers depending on customers tenures
- Escalate the technical issues to the relevant support group and follow through where necessary
- Make decisions to resolve the customers problems/queries based on their individual needs and the nature of the problem
- Update relevant information accurately in the CRM and use the data to make decisions on appropriate solutions to customer queries
- Work to targets, NPS, FTR and Increased revenue by upselling and recommending products.
- Service to sell and deliver top-quality experiences.
- Increased customer satisfaction by ensuring all customer issues are resolved within set TAT.
- Developed appropriate resources to meet needs of diverse audiences.
- Offered friendly, efficient customer service and handled challenging situations with ease
- Displayed energy and enthusiasm in fast-paced environment.
Retail operations area manager
Airtel Africa- Kenya market.
Rift Region
2020.01 - 2023.11
- Provided leadership for an assigned group of customer service retail stores to meet or exceed all sales and profit targets for the region.
- Managed simultaneous sales project within the telco for my assigned region.
- oversaw the launch of various digital products such as mobile loans, mobile payments, fintech-telco collaborations and monitored their uptake by the public through retail customers feedback as well as the KPIs data analysis.
- Negotiated buying conditions and sales contract with corporates within the region to secure lucrative deals.
- Coaching and training the store managers to drive commercial success and excel in customer Experience and to increase their stores sales productivity and profitability.
- overseeing sales of Airtel digital products, broad band, sim sales, postpaid products and mobile money to drive the companies revenue returns.
- worked closely with the shop managers and the customer service executives to track budgets and expenditures, monitor transactions controls, cost proposals as well as revenues earned per shop to ensure a healthy P&L Turn around for each shop.
- Determined strategic direction of organization based on telecommunications industry knowledge and market research from the region.
- Overseeing the company growth phase in the region by rolling out new customer service stores, identifying ideal locations prime for growth , monitoring and evaluating the set up and launch process.
- Managed stock within set minimum and maximum levels to serve customers without over-extending finances.
- Overseeing all stores inventory management, working closely with the courier companies to ensure all logistics are timely thus avoiding stock outs in the stores.
- worked closely with the warehouse, finance and supply chain departments to ensure daily reconciliation of products sold and proper stores book keeping to avoid any revenue leakages
- Minimized discrepancies by effectively training employees on best practices, policies and procedures.
- Exceptional team building throughout staff to improve workplace morale and productivity.
Retail Operations Manager
StarTimes Media Kenya
Nairobi Region
2018.01 - 2019.12
- provided leadership and strategic guidance for the 11 assigned customer service retail stores in Nairobi region to ensure they are profitable and offer top notch customer experience.
- Strategically scheduled and managed 28 staff members, maintaining high-performing business operations.
- Achieved increased financial performance 40% growth in P&L year on year two years in a row.
- Led and coached team leaders to meet performance targets and deliver operational excellence.
- Oversaw business staffing and training, building successful, customer-centric teams.
- Served as key corporate representative, liaising with various stakeholders in support of operational excellence.
- Enforced service standards to maintain establishment reputation for excellence.
- Supervised daily operations, acting as point of contact for any queries or obstacles.
- Monitored and reviewed operational performance, aiding improved business strategy to maximize productivity.
- Worked constructively with sales team generating new business opportunities and supporting company growth.
- Maintained organized daily sales rhythm reports and sales discussions with the retail team to focus on targeted achievement that resulted in increased productivity.
- Created and administered semi-annual performance reviews and coaching for potential that maintained retail sales team focus and achievement
- Pursued new business opportunities by forging strong networks and contacting potential buyers.
- Created seasonal sales plans with varying stock and promotional strategies.
- Leveraged strong working knowledge of products and systems within retail telecommunications industry.
- Ensured compliance with all internal operational standards and policies.
- Reduced costs and improved operations by analyzing processes and customer feedback.
- Maintained detailed and current records of inventory, personnel activities and business finances.
- Established clear budgets with sound controls to keep business operating with optimum finances.
- Analysed operations data to identify process gaps and successfully implement change.
- Collaborated with cross-company departments, developing new strategies to capitalise on emerging customer trends.
- Managed and motivated high-performing teams for successful KPI attainment.
- Aided senior leadership by recommending corrective actions and improvements to company operations.
- Replenished stock and processed deliveries to maximize product availability.
- Kept business in compliance with internal controls, industry regulations and health and safety requirement
- Worked with partners like the logistics companies to develop national and regional sales and go-to market strategies that ensured no inventory stock outs across all stores.
Wholesale and Retail Supervisor
Kenafric industries
Rift region
2017.01 - 2017.11
- Accountable for delivering revenue and volume targets for key account channels by focusing on sales drivers (distribution, visibility, pricing, and merchandising)
- Accountable for forecasting customer demand and facilitated joint forecasting process with customers, managed over 40 million in revenue for assigned retail accounts
- Managed large retail chains in Rift region and activated national and local marketplace initiatives and promotions to build brand development and maximized performance by over 60%
- Built positive supplier relationships for cost-effective stock sourcing.
- Generated Key Performance Indicator reporting to drive better performance.
- Maximized volumes and revenue in key assigned accounts by over 50% by utilizing fact-based selling methods.
- Developed a retail sales database to effectively track incoming and outgoing stock, decreasing missing stock by 70%.
- Reconciled sales upon conclusion of shift with 100% accuracy.
Territory Sales Manager
Airtel Kenya Limited
Central Region
2014.08 - 2016.12
- Achieved a high level of market share increase through my dynamic ability to cultivate the partnerships of key stakeholders within Airtel, while developing and carrying out strong territory plans that increased profitability by 40% during my term in the region
- Through establishing, introducing, and integrating new innovative ways to challenge the development of sales staff, I maximized proficiency increasing productivity and volumes by 50%
- Consistently achieved sales targets and responsible for closing new activations, renewals and adds-on to franchise partners to maximize productivity and profitability in my territory.
Education
Masters in Business Administration - Strategic Management -
Catholic University of East Africa
2021.01 - 2023.12
Bachelor of Arts - Economics with IT
Maseno University
Kenya 2009.09 - 2013.12
Skills
- Customer Retention through qualitative KPI data analysis
- Retail CRM (single screen, NICE,)and customer service software knowledge
- Retail P&L turnaround
- digital products launch and uptake management
- Leadership
- Team building
- Customer-centricity
- Budget supervision and project management
- Relationship management
- Just In Time stock control (ERP) monitoring
- Promotional activity analysis
- Business development
- High-value project management
- Excel proficiency and general Microsoft office knowledge
- Communication skills
Affiliations
- Listening to music
- Travelling
Accomplishments
Best Region in Mabingwa 2023 Awards at Airtel Kenya
Certification
International driving license
Languages
English
Fluent
References
References available upon request.
Timeline
Customer Retention Specialist
SKY
2023.12 - Current
Masters in Business Administration - Strategic Management -
Catholic University of East Africa
2021.01 - 2023.12
Retail operations area manager
Airtel Africa- Kenya market.
2020.01 - 2023.11
Retail Operations Manager
StarTimes Media Kenya
2018.01 - 2019.12
Wholesale and Retail Supervisor
Kenafric industries
2017.01 - 2017.11
Territory Sales Manager
Airtel Kenya Limited
2014.08 - 2016.12
Bachelor of Arts - Economics with IT
Maseno University
2009.09 - 2013.12