BLANCHE KANGERI OBIERO CURRICULUM VITAE-/--, P.O Box-, Nairobi
KEY SKILLS
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Strategic planning and execution skills
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Data driven decision making skills
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Financial skills
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Communication skills
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Team and stakeholders management skills
CAREER PROGRESSION
● 2022 April - To Date : Operations Manager E.A Branch MFB
● 2016 November - April 2022 : General Manager eManage Africa (AGS Records
Management)
●- : Account Manager Financial Services Institutions Airtel Kenya
● 2008 -2009 : Customer Service Team Leader Zain Kenya
●- : Customer Service Executive Celtel Kenya
●- Sales/Customer Service Executive Track It Limited
●- Research Assistant Consumer Insight
RESPONSIBILITIES AND ACHIEVEMENTS IN THE ABOVE POSITIONS
i. Operations Manager E.A Branch MFB
Responsibilities
● Managing the Customer success managers via regular one-on-one meetings,performance
review and coaching.
● Monitoring team performance and key results and producing reports for Leadership
● Collaboration with other departments to drive process and product development
● Collaboration with regional teams to improve the customer experience as well as processes.
● Recruitment of the best talent and setting key metrics to measure performance
● 1st point of escalation for system issues,supporting other teams in issue diagnosis and
reporting
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Maintain team documentation and developing detailed playbooks that drive repeatable
processes
Managing of relationships with third party vendors
Identifying product improvements and third party solutions for Customer success tools
Identifying process improvements across workflows
Developing regional strategy to drive business growth sustainably
Key Achievements
❖ Set up the in house collections department enhancing collections by 15 %
❖ Vetted and onboarded CRM supplier,eKYC supplier,Archival Supplier and Reporting
agencies which enhanced processes and improved efficiency
❖ Oversaw the monitoring of EDCs and the implementation of strategic discounts
turning around collections
❖ Reviewed existing suppliers with Finance and negotiated better rates
❖ Reviewed all departmental SOPs
❖ Established a relationship with the the Regulator and acted as the Key Contact Person for
the Organization
❖ Oversaw the QA team in implementation of Fraud detection mechanisms
❖ Running of the Integration steercom committee for finalization of the Acquisition
requirements and compliance
ii. General Manager eManage Africa
Responsibilities
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Responsible for ensuring the efficient running of the Company Operations
Ensuring excellent customer service and service delivery standards and optimizing the
operations for profitability and growth.
Provide strategic advice and remain current with the changing industry and market
conditions
Responsible for client satisfaction and retention as well as for incubating and growing
additional profitable service lines.
Responsible for business development and bringing in new business through growing
revenue from existing customer accounts as well as acquisition of new clients.
Manage and Lead all departments to ensure profitability
Review Management Accounts and other Reports
Key Achievements
❖ Grew the business profitably YOY via sign up of new clients across all verticals and
retention of existing clients
❖ Successfully Oversaw the acquisition of eManage Africa by AGS
❖ Was in charge of strategy and aligning of this with the,finance team,customer
service,operations and HR
iii. Key Account Manager Enterprise Division Airtel Kenya Limited
Responsibilities
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Managed sales team activities for the Financial Services Sector meeting and exceeding set
targets
Provided strategic input in managing churn, win-back and retention for allocated and
acquired accounts and implemented segmented service models to deliver on customer
service delivery for high value customers at all touch points
Elicited and verified information from customers successfully identifying customer
needs
Made exceptional proposals and retained aggrieved corporates on the Airtel network
Exploited all opportunities to strengthen the corporate client relationship
Developed action plans for assigned sector and sales team aimed at achieving sales
and revenue targets
Continually monitored team performance against call plans and targets
Monitored route and call plans and visits prospective clients to determine needs
Continuously promoted Airtel products and services with a view to increase subscriber
numbers and achieve revenue targets
Maintained knowledge of and reported on new developments in the marketplace with
regards to accounts and prospects:
Monitored competitors’ activity within the sector and reported with recommendations for
action
Determined ways to differentiate from competitors
Planned and implemented proper customer visits for retention and documenting such
meetings with the necessary recommendations for actions with relevant stakeholders
Alerted clients to new or improved products/services and gathered feedback
Noted any cases of customer dissatisfaction and addressed or escalated to appropriate
parties for action, and followed-up to ensure resolution and provide feedback to
customer
Implemented credit guidelines:
Monitored account balances in order to bring down levels of outstanding debt
Highlighted problem accounts for action by Credit control
Recruited/Managed Direct Sales Agents
Recruited/Managed Channel Partners as a Distribution model to ensure productivity
Key Achievements
★ 2014/2015 Selected for Airtel Mentorship Programme awarded to Top Talent
★ Awarded Certificate of Excellence for emerging Top Corporate Account Manager
2014
★ Emerged Top Corporate Account Manager in 2011/2012 by meeting and exceeding set
targets winning a fully paid for trip to South Africa
★ 5 years’ experience in Account Management as well as establishing strong relationships
with Corporate clients and ensuring sensitivity to the customers’ needs, concerns and
emerging requirements.
iv. Customer Service Team Leader Zain Kenya
Responsibilities
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Managing adherence of scheduled staff to adequately manage call volumes.
Supervising personnel management of agents i.e. coaching,monitoring,mentoring and
rewarding
Conducting real time monitoring of agent activity and reporting to management
deviations ie sudden spikes in call volumes and taking necessary actions
Identify and recommend staff for training
Handle escalations that are lengthy and complex
Generate and assist in analysis of reports,daily,weekly and monthly
Improving interaction and service between customer service and other functions in the
organization.
Monitor customer service delivery and ensure that processes,products,and system
quality standards are met
Promote customer centric culture and values thus maintaining high standards of customer
service
v. Customer Care Executive Celtel Kenya Limited
Responsibilities
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Handle all types of customer inquiries (corporate/postpaid and prepaid clients) ensuring
correct information is given, customer satisfaction as well as maintaining a high level of
customer service and confidentiality.
Maintaining comprehensive knowledge of the clients consumer solutions and
proactively informing customers of new offers or other pertinent information
Maintaining and enhancing the image and goodwill of the company.
Administrative modifications (contract details change/modification)
Online contract modifications (upgrade, downgrade)
Receive and reply to all scratch card complaints
Giving of credit information and any other Account details.
Information on network coverage and escalations on the same to the technical
department as appropriate
Giving dealer contacts and after sales centers
Communication on handset services and offers
Key Achievements
★ 3 years’ experience in customer service leading to customer growth, customer
retention and ultimately customer satisfaction.
★ Contribution in product development which entailed participating within CFTs in
capturing and giving feedback to the business on both changing products,uptake and
emerging enterprise products and needs
★ Was selected to champion the rebranding of Celtel to Airtel in which I successfully
trained 246 members of the Customer Care Department.
vi. Customer/Sales Executive Track It Kenya
Responsibilities
● Attending to walk in clients as well as telephone clients achieving 40% client growth.
● On ground sourcing of potential clients meeting and exceeding targets.
● Follow up on existing clientele leading to 95 % renewals.
● Coordinating bookings for checkups, installations and de-installations
● Preparing proforma invoices for clients.
● Handling customers queries, comments and complaints
● Writing weekly reports.
● Faxing, scanning, photocopying and filing documents for both office use and for the
clients.
Key Achievements
★ Recommended use of CRM tool for renewals and reminders which improved
efficiency and increased renewals and retention
★ Signed up corporate accounts as well as SMEs
vi. Research Assistant Consumer Insight
Responsibilities
▪ Carrying out field interviews in and outside Nairobi
▪ Carrying out executive interviews
▪ Product sampling
▪ Recruiting for focus groups
▪ Moderating focus groups
▪ Transcribing
Key Achievements
★ Developed my selling skills and horned my tenacity
PROFESSIONAL QUALIFICATIONS
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Financial Skills for non-Financial
Managers
Developing The Capacity to think
Strategically
Corporate Sales Capability
building
Kenya Labor Laws
Kingdom Business Solutions
MEMBERSHIPS
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Karen Country Club
EDUCATION
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2021 : EXECUTIVE MBA
STRATHMORE BUSINESS SCHOOL
2003 : BA LINGUISTICS AND
COMMUNICATION MOI
UNIVERSITY
REFEREES
Eva Warigia
Associate Director
New Forests-
Oluseyi Folaranmi
Operations Director Branch
International
Tel: -
Marilyn Kamuru
MD/Founder eManage
Africa
Tel:-
