Anne Makau
(Mobile)-
PROFESSIONAL OVERVIEW:
Results driven, versatile and strong experience in service delivery with over a decade in proven results year on year. Demonstrable skills and expertise in business partner liaison, strong communication skills, pricing, distributor communication, stock management, commercial awareness, sales promotions and financial report writing.
Experienced in stakeholder engagement and management, internal and external customer relationship management, internal communications; working across departments to enhance processes and procedures, planning and implementing solutions to meet customer expectations.
Achievements:
Veritas Ltd UK
Created a handbook that streamlined the on-boarding process for new colleagues coming into the technical services department. Since the pilot was successful, other departments within Veritas followed suit and created their own handbooks.
LSI Logic UK
Received commendation for conceptualising, designing & implementing a series of marketing promotions with the marketing team to increase product sales
Transformed the pricing system into a more customer friendly process, enabling the production of special price quotes and training of customers on streamlining approval processes resulting in significantly improved response times
Cable & Wireless UK
Recognised for working on major customer service delivery projects for Marks and Spencer, Lloyds TSB and Centrica, generating multi-millions in additional revenue
Recognised for clearing aged debt and resolving Debt-in-Query with accounts payable staff
Acknowledged for salvaging £250k of aged debt through ceasing un-utilised BT services
Worked closely with revenue assurance, credit management and service management teams to drive an opportunity to close and resolve outstanding channel debt issues
Dell Computer Corporation UK
Awarded 2 excellence awards for conceptualising, planning and implementing a new order tracking validation team within the EMEA region
Delivered a project creating a customer care validation team to facilitate order checking and accurate despatch with a direct link to revenue targets
CAREER HISTORY:
Sept 2020 – Present
SR CUSTOMER SUCCESS SPECIALIST: Achieve Test Prep, USA
My job responsibilities include onboarding new customers and managing customer accounts throughout the length of their program. Escalate to other departments where necessary and updating standard operating processes so as to be able to better assist customers.
Skills required for this job included time management, familiarity with CRM systems and practices, ability to multitask, patience, adaptability and ability to communicate effectively either by phone, email or chat.
Jun 2014 – Dec 2019
ESCALATIONS MANAGER: Veritas UK
Performed as a primary interface for the technical support engineers with regards to customer escalations on support cases
Established correct expectations and resolve through effective communication and ensured customer was heard throughout the escalation process
Ensured support cases were assigned and worked on within their defined service level goal
Root causes for all escalated service requests would be identified and reviewed and this information used to improve continuously within service delivery teams
Coordinated support case transitions that required Follow-The-Sun support by engaging teams in APJ and North America regions
Identified, managed and recorded escalation trends and collaborated with the Engineering teams on product defects and trends.
Mar 2014 to May 2014
SALES OPERATIONS SPECIALIST: Symantec UK (Contract)
Provided operational support to EMEA Sales team and update the sales deal tracker
Advised on appropriate licensing programs, support license transfers and Net BackUp capacity migrations to meet customer needs
Worked in conjunction with cross-functional teams (e.g. Legal, Compliance, Revenue Recognition, Order operations) to deliver sound solutions to deals, processes and policies
Used Sales tools such as SalesForce, SymArt and Oracle to assist sales in successfully closing any revenue generating deals and ensure any holds are removed so that clean orders are booked by the orders team
2010 to Jan 2014
CHANNEL SUPPORT MANAGER: LSI Logic UK
Responsible for weekly forecasting to meet EMEA’s product requirements
Supported both EMEA and North America channel sales team & distributors in line with revenue goals & sales
Identified opportunities to up-sell and cross-sell products
Dealt with ship and debt activity, monthly price lists, special price authorisations, rebate and evaluation stock programmes
Worked closely with the Marketing team on promotions and any rebate activity
Designed and implemented special price initiatives for distributors and other customers
Sent out updates to the Channel team and distributors on product status & price initiatives
Provided weekly updates of hub stock levels, billing reports & volume incentive programmes
Produced quarterly reports for distributors on stock rotation allowance & claim validation
2006 to 2009
SERVICE DELIVERY EXECUTIVE: Cable & Wireless UK
2003 to 2006
AFTER-SALES SUPPORT ADMINISTRATOR: Dell Computer Corporation, UK
ADDITIONAL SKILLS:
Microsoft Office, Oracle, SAP, Intercom and SalesForce
Languages: Swahili (fluent)
EDUCATION:
BCom (Hons) Business Administration and Management, Daystar University
IATA-FIATA Diploma in Cargo Handling and Dangerous Goods, Trans-Eastern Aviation College
PERSONAL:
Interests include travelling, reading, swimming, music and networking
References available on request
