Henry Murigi

CURRICULUM VITAE BIO DATA NAME : NJERI HENRY MURIGI MOBILE CONTACT : - NATIONALITY : KENYAN LANGUAGES : ENGLISH AND KISWAHILI EMAIL : - OBJECTIVES • • • To work with dignity and integrity within the area of my specialization To offer the support that lies within my capability To create a friendly working atmosphere EDUCATION BACKGROUND- University of Nairobi Bachelor of Economics & Statistics - Kigumo Computer Center Computer packages - Njiiri School K.C.S.E (A minus) - Gakoe-ini Primary School K.C.P.E WORK EXPERIENCE July 2023 – To Date: Tatu City Limited Account Executive - Utilities • • • • • • • • • • Take ownership of customer issues and follow incidents to resolution. Meets with the clients regularly to get their feedback on the company service provision. Focused on accurate client utilities accounts creation, connections, and billing. Reconcile the accounts receivable ledger to ensure that all payments are accounted for and properly posted Generate financial statements and reports detailing accounts receivable status Facilitate collections from overdue accounts Continuously keep clients updated on service provision, interruptions, and uptime. Liaise with the technical team in the utilities service provision to clients. Provide accurate, insightful, and timely reports, memos, and presentations. Maintain and build new client relationships. February 2022 – July 2023: HomeBiogas Kenya Operations – Customer Success Specialist • • • • • • • • • • • • Identifying, planning and organizing field activities for the technical team in order to ensure sustainable and effective continuity of the business Monitoring performance systems including updates on the customer database Salesforce CRM Capturing customer feedback and reporting requests/suggestions to the product development team Maintaining revenue base by managing account retention and renewal Build relationships with customers, help them with issues and delight them with customer centric attitude Work with customers to ensure they are leveraging effectively and finding value in our services Responsible for daily and monthly account reconciliations in conjunction with all departments. Assisting in the formulation of the departmental quarterly KPIs, Objectives and Initiatives Collaborate and support the teams as required including authorizations and field support. Liaise with farmers on technical visits, installations and the necessary equipment needed through phone calls Support in analyzing data based on team performance Assisting in interviewing, training and coaching of the new hires in the department August 2021 – February 2022: Azmasoft Consulting Ltd|TeamMate Solutions Operations Support Analyst • • • • • • • • • Securing new orders from potential customers and from existing customers Researching and identification of organizations and companies to create new business opportunities through client engagement Establishing, developing and maintaining business relationship at all levels with the current and prospective customers Assisting in tender searching, tender preparation, and delivery within East, West and Central Africa Region Developing quotations and proposals for the clients while making follow ups for closure with key updates on Salesforce CRM Communicating and liaising with clients and support desk to maintain strong client relations Attending trade shows and other industry events as needed Assisting in Business development through preparation of proposals and contacting potential clients Executing administrative work in office eg. Management of the petty cash, stock taking and supplies acquisition • Maintaining client relations through quarterly contacting of the existing clients January 2020-August 2021: Multichoice Kenya at CDL Quality Analyst, Operations-Customer Care & Customer Experience • • • • • • • • • • • Monitoring and evaluating touchpoints employees and giving feedback in regard to their quality performance Identifying and escalating the training needs for the employees to their respective supervisors Managing conflict relating to QA audits by identifying the gaps noted Conducting trend analysis for the weekly and monthly quality performance Managing and monitoring of the QA system and database Identifying and contributing in quality initiatives to help in Operations delivery Development and maintenance of evaluation criteria in some of the touchpoints Creation of market research template to be used by employees to collect data/information from the clients which improves the quality of reports prepared and helps the business to make informed decisions on the interventions to put in place Assessing whether the desired results for the newly enrolled project/campaign have been achieved and reporting the same to the top management Documentation of the gaps noted from QA evaluations to help in coaching the employees for a better performance Preparation of weekly and monthly reports for the various teams based on employee performance evaluations specific to observations made through quality monitoring 2019(From May to Dec): Customer Care International – CCI Kenya Acting Quality Analyst • • • • • • • • • Performing Quality Assurance Evaluations and using the evaluation feedback to coach the agents. Developing evaluation programs and Communicate performance standards and metrics to the team. Communicating and managing expectations for quality and accuracy of work. Identify training needs for the team and assist in the associated planning activities. Identify and propose ideas and solutions to improve quality at individual and group level as well as improvement on overall performance. Compiling and preparing daily and weekly reports in a timely manner and in accordance with approved reporting standards. Analyzing QA performance weekly trends and provide performance reports while highlighting areas for development. Developing the training and coaching plan and train new agents as part of the induction process. Working with managers and team leaders to develop scorecards used to determine the effectiveness of an agent’s performance. 2018 to 2019: Customer Care International – CCI Kenya Customer Experience/Care Representative-(Shabiki.com) • • • • • • • • • Receiving and listening to customers concerns through calls and responding to emails, Facebook and Twitter queries via ZenDesk. Coding and escalation of customers’ queries through ZenDesk. Facilitating calibration sessions for the customer care agents. Providing information about the firm’s products and services to the customers. Creating awareness to the customers about a new product in the market through outbound and inbound calls. Handling customers’ complaints and giving the required solution. Recording details of customers’ contacts and actions taken for future reference. Escalation of technical and financial issues to the IT and financial departments respectively to take further action. Researching answers and solutions to customers’ queries as needed. 2017(March-June): Kenya Airport Authority-Internship Marketing and Business Development. ● ● ● ● ● ● ● ● ● Preparation of Evaluation Documents. Preparation of tenants Award Notification Letters. Submitting departmental reports and briefs. Monitoring and evaluation of surveys conducted among all the airlines in the airport. Writing, preparation and presentation of reports. Customer service and correspondence. Filing and storage of documents in a safe and chronological manner. Team working in order to assess the right amount to be bill tenants. Renewal of contracts and leases for some of the clients and tenants operating from and domiciled at Wilson Airport. HOBBIES ● Watching soccer ● Travelling OTHERS RESPONSIBILITIES ● Student leader at Njiiri School ● A scout at the University of Nairobi REFEREES 1. Customer Care International Kenya-CCI Kenya Job Omanga Team Manager Mobile:- Email:- 2. Kenya Airport Authority Doris Kawira Marketing Officer Mobile:- Email:- 3. Multichoice Kenya Madrine Githaiga Quality and Training Manager Mobile:- Email:-