STELLA WANJIRU KAMAU

Company Overview: bioMérieux has been a global leader in in-vitro diagnostics for more than 55 years, is present in 44 countries and serves more than 160 countries through a large network of distributors. The company provides diagnostic solutions that improve patient health and ensure consumer safety.

• Collaborated as a core member of the Africa Leadership Team to execute comprehensive Customer Experience (CX) strategies that fostered business growth, enhanced customer satisfaction, and promoted a customer-centric culture across African operations
• Oversaw Customer Experience initiatives across 48 African countries, working closely with global and regional teams to guide CX strategy and support the development and success of CX teams throughout the region
• Spearheaded the establishment of Contact Centers across key African regions, including North Africa, Francophone West Africa, East, and South Africa, to improve customer access and support capabilities
• Led the deployment of a customer self-service portal to streamline support functions, improve Order Management, and automate Service Contract Renewals, enhancing overall customer satisfaction and efficiency
• Directed the successful implementation of Salesforce CRM in Africa to bolster customer management, track engagements, and optimize service delivery
• Facilitated service contract subscriptions and renewals with both distributors and end-customers to drive service revenue growth and secure long-term customer relationships
• Partnered with distributor teams across Africa's indirect markets to provide high-quality end-customer support, elevate service standards, and ensure consistent service delivery
• Promoted and deployed remote support tools for bioMérieux equipment, increasing remote resolution rates in laboratories and hospitals, and expanding service accessibility
• Implemented Customer Experience assessment tools, including Net Promoter Score (NPS), Customer Satisfaction, and Customer Effort Score surveys, to gather actionable insights and improve service quality
• Optimized staff performance by designing comprehensive training programs tailored to individual needs.
• Enhanced customer loyalty and engagement by organizing initiatives such as the global Customer Service Week, designed to appreciate both internal and external customers
• Managed an annual departmental budget of EUR 140,000 effectively to ensure optimal use of resources while maintaining financial stability.
• Recruited & developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth

Company Overview: The ABM Group is the largest manufacturer & distributor of batteries & renewable energy solutions in East Africa. It is home to Associated Battery Manufacturers Ltd, Chloride Exide Kenya Ltd, Chloride Exide Tanzania Ltd., Chloride Exide Uganda Ltd., Battery Masters Zambia Ltd., Regional Recycling East Africa Ltd, Solinc East Africa Ltd & Precision Plastics Ltd.

• As a member of the group's Executive Committee, I partnered with business leaders to implement strategies deliver services that supported company objectives and were consistent with corporate values
• Established Contact Centers across Eastern Africa, covering Kenya, Uganda, and Tanzania, to facilitate customer access and streamline service support
• Oversaw Contact Center operations and launched targeted marketing initiatives to increase inbound call volumes
• Collaborated with marketing teams to implement diverse communication channels, including social media, WhatsApp Enterprise, and an interactive website, to optimize customer accessibility and engagement
• Enhanced customer relationship management through the implementation of Microsoft Dynamic 365 Cloud CRM, Queue Management systems, as well as bulk email and bulk SMS systems to improve communication efficiency and customer outreach
• Increased battery and solar product sales by deploying telemarketing and cross-selling initiatives within the Contact Center, effectively driving revenue growth
• Managed after-sales support for battery and solar products through efficient warranty claims processing and complaint management systems to ensure customer satisfaction
• Facilitated continuous improvement in service delivery through Net Promoter Score (NPS) and Mystery Shopping surveys, providing valuable insights for service enhancement
• Led training programs across all group companies to elevate customer experience skills and ensure a high level of service competency across all departments Increased employee retention through effective training and mentorship programs.
• Developed and enforced adherence to customer experience policies, standards, and processes, ensuring service consistency across the organization
• Managed an annual departmental budget of $ 200,000 to drive the implementation of innovative Customer Experience initiatives and ensure seamless departmental operations
• Directed both internal and external engagement through initiatives such as the globally recognized Customer Service Week, reinforcing a culture of service excellence
• Championed a customer-centric culture within company, leading by example and rewarding exceptional customer experience behaviors

Company Overview: Chloride Exide Limited is the largest manufacturer & distributer of automotive & solar batteries as well as distributer of solar panels, solar water-heating systems & power backup systems in East Africa.

• Delivered exceptional customer service across the Contact Center and 17 walk-in centers in Kenya, leveraging inbound and outbound calls, in-person interactions, email, SMS, and social media platforms (Facebook, Twitter, Instagram)
• Led the Customer Service team in delivering superior service quality, ensuring adherence to best practices in all customer service interactions
• Crafted the Customer Service Strategy and Policy, implementing initiatives, standards, and processes to standardize and elevate customer experience
• Spearheaded the rollout of Microsoft Dynamics 365 Cloud CRM, enhancing efficiency in managing customer queries, complaints, and sales leads
• Established and routinely audited SLAs across all departments, consistently striving to meet and exceed customer expectations
• Designed and managed a loyalty program focused on customer motivation, retention, and long-term loyalty
• Developed and monitored the departmental budget to align resources with departmental goals and requirements
• Ensured that all departmental processes, procedures, and documentation complied with international standards for quality and service delivery
• In collaboration with Human Resources, recruited, interviewed and hired new employees and implemented an onboarding program that fostered a customer-focused team culture
• Developed, implemented, and coordinated customer service training across the organization to maintain high service standards
• Managed annual maintenance contracts and facilitated revenue generation through customer subscriptions and renewals
• Implemented real-time customer satisfaction measurement through Net Promoter Score (NPS) and mystery shopping surveys, providing actionable insights for service improvement
• Managed the Dial-a-Battery service, offering free battery delivery & installation to customers, enhancing customer convenience and satisfaction
• Directed the battery warranty program, ensuring timely and accurate claim processing to maintain high levels of customer satisfaction
• Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans
• Successfully managed budgets and allocated resources to maximize productivity and profitability

• Oversaw SLAs with key corporate clients, ensuring consistent service availability to maintain and strengthen revenue streams
• Conducted detailed profiling of corporate customers and analyzed consumption trends to gauge satisfaction levels, identify growth opportunities, and address areas for improvement
• Developed and implemented effective problem-management processes, ensuring corporate customers' needs were met promptly and efficiently through well-coordinated systems, processes, and resources
• Performed regular business analysis for corporate clients to understand their evolving needs, offer tailored service recommendations, and identify capacity enhancement opportunities
• Participated in regular service-review meetings with corporate clients to evaluate performance, anticipate potential challenges, and build strong, lasting relationships
• Strengthened customer retention through proactive churn management strategies and by offering back-up or alternative solutions to mitigate potential service disruptions
• Prepared detailed, professional reports on all aspects of operational service to maintain transparency and support strategic decision-making

Company Overview: Telkom Kenya is one of Kenya's mobile, PSTN & data service operators.

• Delivered high-quality service and built profitable relationships with Telkom Kenya's VIP clients, including key government officials and C-suite executives, ensuring their satisfaction and loyalty
• Provided strategic leadership to direct reports by setting clear objectives and driving achievement of Key Performance Indicators (KPIs) to maintain high standards of service excellence
• Addressed customer needs promptly by leveraging appropriate systems, processes, and resources to ensure seamless service delivery
• Facilitated quick and effective solutions to customer inquiries, prioritizing First Call Resolution (FCR) and meeting targeted turn-around-times across various processes
• Delegated responsibilities appropriately among team members based on individual strengths for optimal task completion results.
• Managed difficult situations involving upset customers, achieving satisfactory resolutions while maintaining professionalism at all times.

Company Overview: Groupe Henner is a leading French broker for group employee medical benefits for the UN & the World Bank.

• Managed a portfolio of high-value accounts, maintaining high-quality interactions with clients and client companies and fostering positive relationships
• Gathered and analyzed feedback on customer dissatisfaction, providing actionable recommendations for service enhancements to drive continuous improvement
• Administered account changes for clients, including new enrollments and cancellations, ensuring accurate and timely processing of requests
• Processed and issued guarantees of payment to hospitals upon receipt of written or telephone requests, along with managing premium invoice transactions
• Conducted various tasks, including archival storage and monthly currency updates, to support operational efficiency

• Monitored the overall quality of interactions between Customer Care Representatives and customers, ensuring compliance with the company's service standards
• Conducted regular analyses of employee performance, providing individualized coaching to enhance the quality of customer interactions and overall service delivery
• Developed and implemented enhancements to existing customer service quality processes and procedures, driving continuous improvement initiatives
• Gathered and interpreted customer feedback, implementing changes to enhance service delivery based on insights gained
• Compiled and analyzed call quality data, preparing comprehensive reports for relevant stakeholders to inform decision-making and improve customer service strategies

Company Overview: Safaricom is Kenya's leading mobile service provider.

• Delivered exceptional service to Safaricom's key corporate customers, building profitable relationships by addressing inquiries through the Contact Center via telephone and written correspondence
• Educated customers on existing products, services, and procedures while effectively cross-selling new offerings to enhance customer value and drive sales
• Organized and participated in meetings with key stakeholders from various client organizations to discuss key account issues and concerns, ensuring alignment and resolution of any outstanding complaints
• Provided insightful recommendations aimed at enhancing service quality and reducing customer dissatisfaction, fostering a culture of continuous improvement
• Actively organized and participated in retail promotional events, including exhibitions and product demonstrations, to showcase new products and services
• Conducted essential administrative tasks, such as preparing monthly reports and proforma invoices, to support operational efficiency
• Generated sales orders and coordinated the sales order process in collaboration with internal departments to ensure timely delivery and customer satisfaction
• Liaised with internal departments and various contractors to facilitate service provision, initiating investigations on unresolved customer complaints to enhance service delivery

• Fostered customer loyalty by delivering premium service to individual clients, ensuring a high level of satisfaction and retention
• Responded to a diverse range of telephone inquiries at Safaricom's Contact Centre, effectively cross-selling products and services to enhance customer value
• Educated customers on available products, services, and procedures, consistently delivering high-quality service that exceeded expectations
• Worked closely with Sales and Finance teams to manage tasks related to bill dispatch, activation and deactivation of mobile numbers and services, as well as updates to customer information
• Escalated unresolved complaints to the appropriate internal departments, ensuring timely follow-up and swift resolution to maintain customer satisfaction
• Regularly updated customer records in the Customer Relationship Management (CRM) system to ensure accurate and accessible client information

Company Overview: Techno Brain Limited provides ICT, ICT Training & BPO solutions.

• Oversaw responses to walk-in, telephone, and email inquiries, ensuring timely and accurate information delivery to customers
• Developed awareness for IT courses through telemarketing efforts, sales presentations, career talks for students, and participation in trade fairs and exhibitions
• Conducted comprehensive market research and competitor analysis, leveraging insights to formulate effective marketing strategies that drive business growth
• Addressed customer complaints and conducted follow-ups to ensure satisfaction, providing exceptional after-sales service to enhance the customer experience
• Maintained and updated customer records using a database management system, preparing detailed weekly and monthly sales reports to track performance and inform strategy
• Performed various administrative tasks, including filing and preparing written correspondence to clients, ensuring efficient office operations