GEOFREY ODHIAMBO OKUTA
Mayfield Heights,OH
Summary
Motivated and organized individual with strong time management and organizational skills. Seeking entry-level opportunities to contribute to company growth and enhance abilities.
Overview
14
14
years of professional experience
Work History
Business Acquisition – Team Leader
Gamcode ltd
11.2016 - 11.2023
- Research on the market and Identify new business opportunities
- Develop business proposals for new and existing agents while providing timely response to their product queries
- Develop in-depth knowledge about business development practices, marketing activities, prospective clients screening and industry trends
- Develop strong customer relationship in order to generate high volume of prospective clients
- Supervise the client relationship management database and utilize it to manage customer contacts and mailing list
- Train and guide new hires/associates on cross selling opportunities, customer appointments management and effective business proposal skills
- Participate in industry forums, client discussions and liaise with the regulator on compliance
Collections – Team Manager
Africa Finance Business
11.2014 - 09.2016
- Providing leadership, management, guidance to all Call Center staff and Identifying their training needs to ensure they deliver to the agreed service levels (SLAs)
- Determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost analyses
- Ensuring the collections and operations department’s pre-defined KPI’s are achieved by conducting staff performance reviews
- Perform quality assurance checks on my team’s interactions across all media
- Conduct assessment to ensure all risks and fraud are accurately identified and effective measures and control are put in place to mitigate
- Prepare a list of defaulters to be forwarded to the Credit Reference Bureau for blacklisting and clearance letters for those who have cleared their outstanding balances
Back Office/Social Media – Team Leader
Airtel Networks Ltd
02.2013 - 10.2014
- Managing the day-to-day planning, operation and coordination of a team of agents to meet the required service level components
- Managing the floor, adherence to schedule, generating of performance reports – hourly, daily, weekly and monthly and conducting quarterly performance appraisal for the team
- To develop the team to ensure delivery of a consistently superior customer support experience by highly knowledgeable and customer-centric agents
- Managing social media pages, ensuring that daily posted messages are timely and relevant and Identifying of current trends and using it to increase the organization market reach out
- Effectively resolved problems by clarifying issues, researching and exploring answers giving alternative solutions and ensuring problems are solved through follow up
- Promoting continuous customer centric culture ‘while remaining social’ and values thus maintaining high standards of customer service
Customer service Executive
Airtel Networks
03.2010 - 02.2013
- Providing quality customer service at first contact through a personally established system of answering calls from the switchboard and answering queries about the company
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
- Recommends potential products or services to management by collecting customer information and analyzing customer needs
- Retention of clients to ensure continued business via email correspondence and calls
- Follow up with the relevant parties, obtain solution and make scheduled call backs to customers communicating solution
- Offer alternative solutions where appropriate with the objective of satisfying the customer while ensuring compliance with all applicable policies and regulatory requirements
Education
Diploma - Public Relations
Africa Nazarene University
11-2016
Skills
- Client Relations
- Task Management
- Planning and Organization
- Interpersonal Skills
- Shift Scheduling
- Team Supervision
- People Management
- Task oriented
- Flexible Schedule
Personal Information
Nationality: Kenyan
References
- Carol Mutui, Human Resource Manager, Gamcode Ltd, +254 (0) 721260507, c.mutui@betin.co.ke
- Joseph Kaba, Manager, Gamcode Ltd, +254 (0) 726097094, j.kaba@betin.co.ke
- Ronald Nyakweba, Human Resource Manager, Ison BPO, +254 (0) 736 501884, r.nyakweba@airtel.co.ke
Timeline
Business Acquisition – Team Leader
Gamcode ltd
11.2016 - 11.2023
Collections – Team Manager
Africa Finance Business
11.2014 - 09.2016
Back Office/Social Media – Team Leader
Airtel Networks Ltd
02.2013 - 10.2014
Customer service Executive
Airtel Networks
03.2010 - 02.2013
Diploma - Public Relations
Africa Nazarene University
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