Elizabeth Luizer Mulembo

ELIZABETH LUIZER MULEMBO P.O. Box 352 Mumias | Tel:- | Email:-PERSONAL PROFILE Accomplished, goal-oriented professional highly regarded for enhancing the customer experience through understanding, specialized support, and acute product and service knowledge. Proficiently perform research, analysis, and data management to track customer trends and improve retention. Strive in fast-paced environments performing regular and recurring duties simultaneously with minimal supervision. Self-starter with excellent oral and written communication skills. Proven team player with the ability to work with people at all levels of a corporation.          CORE SKILLS  Customer Service  Switchboard Operation Complaint Handling  Telemarketing  Orders Processing  Client Relationship Management   Customer Satisfaction Collections Management Reporting Quality Assurance Business Development Market Research Inventory Management Product Knowledge Database Management 3cx, Fresh Desk, Email, Ticketing, Escalating, ERP, Kitting, Website PROFESSIONAL QUALIFICATION Bachelor of Arts (Sociology): Moi University, 2022 Diploma in Social Work: Dominion Institute, 2016 Certificate in Social Work: Sigalagala Polytechnic, 2014 WORKING EXPERIENCE February 2022 to Date: Copia Kenya Process and Training Lead Overall Purpose: Driving best in class customer experience within the team through process creation, maintenance and training (Create training Manuals) Duties & Responsibilities Training • Identifying and monitoring training needs within customer care team. • Working in liaison with HR Training manager to design, plan and implement training programs. • Develop individualized and group training programs that address specific team and business needs. • Develop training manuals and curriculum that target tangible results within customer care specifically building a best in class customer experience. • Keep accurate and updated training records for customer care staff ensuring a minimum of 2 hours training per staff per week/fortnightly. Process Elizabeth Mulembo CV Page 1 of 4 • Identify business process challenges by analyzing process data and metrics. Ensure process assessments, process design and redesign. • Facilitate teams review of current processes for effectiveness, quality, and simplification. • Develop and implement process solutions to improve efficiency. • Document all customer care process and ensure regular update of all processes within various functions in compliance to Copia Way standards. • Ensure communication and alignment of customer care function with any new business process changes as required. January 2020 to February 2022: Copia Kenya Customer Service Executive Overall Purpose: Responsible for handling clients' requests, inquiries, and complaints Duties & Responsibilities Switchboard Operation  Receives incoming calls and makes outbound calls  Responds promptly to clients enquire via phone and email  Engages and negotiates with clients in regards to our products and services Complaint Handling  Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, coming up with the best solution, expediting correction or adjustment, and following up to ensure resolution.  Welcomes walk-in clients entering the organization in a professional manner Telemarketing  Assists the company in sales Execution via Telemarketing while maximizing sales opportunities  Recommends potential products or services to management by collecting customer information and analyzing customer needs. Orders Processing  Processes clients Orders and Invoices & ensure timely delivery has been done  Maintaining a positive, empathetic, and professional attitude towards customers at all times. Client Relationship Management  Maintains solid customer relationships by handling inquiries, questions, and concerns with speed and professionalism. Record Keeping  Keeps records of customer interactions, transactions, comments, compliments, and complaints. Customer Satisfaction  Ensures customer satisfaction and provides professional customer support  Communicates and coordinates with internal departments on customer support Reporting  Prepares daily reports and work plans July 2018 to September 2019: Apex Collection Africa Call Centre Agent Overall Purpose: Negotiate with arrears account customers to maximize debt recovery and profitability Elizabeth Mulembo CV Page 2 of 4 Duties & Responsibilities  Ensured allocated collection target/s are achieved  Ensured allocated productivity target/s are achieved  Used effective communication and negotiation skills to ensure successful commitments to pay (Promises to Pay)  Dealt with debtors in a manner that shows empathy, tact, and professionalism  Followed-up daily on the progress of the PTP's and the respective statuses to optimize collections  Ensured full understanding of product/s working on  Understood, interpreted, and applied laws, rules, regulations, policies, and/or procedures to the collections process  Adhered to the collections call script/s  Ensured all debtors’ information held on record is up to date and accurate  Ensured the accounts are properly maintained at all times on the collections system June 2017 to June 2018: Countryside Dairy Limited Position: Sales Executive Overall Purpose: Responsible for driving product volumes and profit growth in the key accounts/Retail Chains as well as managing relationships with the key accounts. Duties & Responsibilities  Continuously established and developed business relationships with potential and new customers, expanding sales coverage of the company  Provided strong service to the new and existing accounts.  Contributed to the design, development, and implementation of the company's sales plan.  Identified and developed key accounts.  Negotiated and followed up on contracts.  Managed the entire selling process from forecasting to actual product delivery and payment collection for all the key accounts  Promoted business expansion opportunities to retailers and other merchants through successful field marketing programs.  Maintained close relationships and communications with existing key accounts to understand their needs and organized internal resources to meet those needs and identify new business opportunities.  Monitored industry trends and competitor activities and reports on the same.  Planned and completed field marketing campaigns after conducting preliminary research.  Ensured all shelved products are of the best quality and packaging  Applied the First in First out & Last in Last Out (FIFO-LIFO) principle to ensure reduced chances of expires.  Maintained timely and 100% accurate Sales reports on, competitor intelligence, Sales performance, and all information relevant to the assigned segment  Communicated with customers on issues relating to their orders and shipments.  Liaised with the outlet representatives to place orders Other Positions Held: Elizabeth Mulembo CV Page 3 of 4      Merchandiser at Sameer Agriculture & Livestock Limited, January 2017 to March 2018 Brand Ambassador at Sameer Agriculture & Livestock Limited A receptionist at African Capital Bungoma Branch Line attendant at Mama Watoto Supermarket-Mumias Volunteer at District Gender and Social Development Offices, Mumias Relevant Training:  Certificate in HIV Testing Services (HTS) and Adherence Counselling - NASCOP  Peer Educator at Sigalagala Polytechnic  Monitoring and Evaluation course REFEREES Haron Maramba Apex Collection Africa SupervisorTel:- Tabitha Wakio Gae Countryside Dairy Head of Sales – Key Accounts- Wilson Alakonya Copia kenya Supervisor- Elizabeth Mulembo CV Page 4 of 4