ELKANAH BUGE ISABOKE
P. O. Box- Nairobi. Skype: elkanah.isaboke
Email:-Mobile No: -/-
CAREER PROFILE
A customer management and business development specialist with over 5 years of work experiences in
customer service and relationship management, administration, cost cutting, resource mobilization and
logistics areas capable of managing teams, strategizing and making informed decisions.
PERSONAL ATTRIBUTES
Result oriented, hardworking, obedient and confident, innovative and creative character in readiness for
new experiences and skills.
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SKILLS AND COMPETENCIES
Strong customer care, financial analysis, business solutions, administration and liaison skills;
Good planning, team leadership, analytical, quality assurance and strategy execution abilities;
Effective communication, negotiation, interpersonal and organizational skills;
Good technology and data management skills-Ms Office, SPSS and CRM suitues;
Able to serve for long hours under minimal supervision in multicultural areas.
EDUCATION BACKGROUND
Master of Science (Monitoring and Evaluation), Jomo Kenyatta University of Agriculture and
Technology, 2017 to present;
Bachelor of Science (Chemistry and Statistics), Jomo Kenyatta University of Agriculture and
Technology,-;
Kenya Certificate of Secondary Education, Nyamagwa Boys High School,-;
Kenya Certificate of Primary Education, Ensoko Primary School,-.
WORK EXPERIENCE AND ACHIEVEMENTS
Market Implementation Manager, M-kopa Solar Ltd, August 2018 to Present
Roles
• Managing customer retention product offerings
• Defining market requirements and target customer segments
• Designing sales channels, campaigns, and messaging
• Designing and implementing service and operational processes for the Organization
• Defining software and system user requirements for Automated cash loan Disbursements and
lead user acceptance testing
• Providing cross-functional leadership and coordination to roll out new products and sales
channels
• Leading stakeholder updates and working sessions to ensure smooth implementation
• Building and maintain positive relationships with external partners to develop and execute
product and sales partnerships
• Support the Program Managers of the Powering Agriculture project to develop and implement
market studies, design activities, product prototyping, and pilot testing of new products and
services.
• Liaising and collaborating with relevant core business teams to ensure that they have an
appropriate level of involvement in product R&D activities.
• Frequently engaging with third parties such as suppliers, distributors, donors and other relevant
stakeholders to achieve M-KOPA’s and the grant funders’ project objectives
• Establishing relationships with potential project partners to build positive working relationships
with these partners as a precursor to possible commercial partnership for product delivery.
• Coordinating the logistical arrangements required to successfully deliver the projects.
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Planning and reporting of project activities, progress reports, activities and expenditures, and
assist others in establishing project schedules and milestones.
Review, analyze, and prepare reports and other correspondence on all activities and transactions
related tasks and provide timely information and status updates on tasks.
Customer Care Operations Manager, M-kopa Solar Ltd, November 2015 to August 2018
Roles
• Overseeing Call Centre Operations and providing technical administration support;
• Training, coaching & developing supervisors & agents team leaders;
• Meeting customer satisfaction levels, quality assurance standards;
• Meeting Key Performance Indicators and reviewing daily Call Centre output levels;
• Scheduling, monitoring and evaluating projects and their performance levels;
• Analyzing and developing Call Centre reports for management review.
Call Centre Floor Manager StarTimes Media Ltd, August 2013-October 2015
Roles
• Coaching and evaluating the performance of Call Center Staff Teams;
• Addressing Call Centre challenges, staff relations and enforcing disciplinary measures;
• Developing solutions, implementing strategies and preparing operational parameters;
• Facilitating Staff motivation activities and incentives.
Call Center Supervisor, Cal Centre, StarTimes Media Ltd, (January-August) 2013
Roles
• Supervising Call Center Agents and Team Leaders;
• Training, assessing and monitoring Call Centre Staff;
• Developing Call Centre productivity reports and relevant award schemes;
• Conducting peer to peer interactive sessions and quality performance checks;
• Ensuring full compliance of the Call Centre rules, standards and policies.
Business Processing Outsourcing Team Lead, Techno Brain Solutions Ltd, June 2012-January 2013
Roles
• Validating quality of data elements;
• Mining and managing project data for analytical use;
• Diagnosing and resolving research projects’ inconsistencies;
• Training and enrolling new data agents;
• Evaluating project consistencies and preparing output reports.
Significant Work Experience
• Quality Assurance Intern, Safepak Ltd, (February-June) 2012.
INTERESTS AND REFERENCES
Interests
• Networking, reading business and inspirational literature, adventuring, playing tennis and chess
and volunteering in community support activities.
References
1. Arame Awanis
Project Manager
M-kopa Solar Limited
Mobile No: -
Email:-2. Mrs. Shanice Kombo
Human Resource Manager
M-kopa Solar Limited
Mobile No: -
Email:-
3. Mr. Marvin Otieno Odhiambo
Operations Manager
StarTimes Media Limited
Mobile No: -
Email:-
