Veronica Waithaka

VERONICA NJERI WAITHAKA P.O. Box 73864 - 00200 Nairobi Telephone: - Email:-PROFILE I am a skilled customer relationship professional with over 12 years’ experience in corporate service excellence delivery and people management as well as 7 years consulting experience with various multinationals. I enjoy working with brands which are passionate about delivering unparalleled standards of customer satisfaction in their endeavor to achieve optimum results on strategic objectives. I also hold an international certification in life coaching and have been practicing for 10 years. PROFESSIONAL EXPERIENCE December 2016 to Date: Consultant - Finding Futures Ltd Role: ● Providing our clients with customized solutions that enhance productivity while ensuring clarity of their personal and organizational objectives. Achievements: ● Managed a team of process consultants who successfully streamlined processes at Britam group and Britam South Sudan which enhanced operational excellence. ● Customer service training workshop for Britam insurance agents. ● Process frameworks training and Services rendered to E4Impact Foundation in the Entrepreneur accelerator program ● Change management consulting and training for GSK after reorganization ● Delivered a customer experience strategy and journey map for Betika Ltd. ● Developed a comprehensive Interactive Voice Response (IVR) system and CSAT survey for Betika Ltd. ● Successfully coached over 20 individual clients in achieving their personal goals. JULY 2004 – NOVEMBER 2016 SAFARICOM LTD Held various positions as outlined below: April 2016 – November 2016 Manager – CARE Program (Safaricom Ltd) Role: • Company lead for the CARE program (Connectivity, Always in control, Rewarding Loyalty and Ease of access). Achievements: ● Developed the inaugural CARE agenda for Safaricom and successfully trained all business units within three months which served to transform the organizational culture towards customer obsession. ● Assigned CARE initiatives within each Business Unit along the respective customer pillars to track specific actions which enhanced collaboration between all sections. ● Identified key customer pain points and detractor drivers and created a tracking dashboard to ensure accountability and timely resolution in a bid to improving customer satisfaction as measured by the company net promoter score (NPS) which improved from 23 to 63%. October 2010 – March 2016 Manager – Customer Experience (Safaricom Ltd) Role: ● Position customer experience as a key lever to drive customer acquisition, retention while embedding customer centricity. ● Implement robust performance management for the call center while ensuring compliance to outlined processes and service guidelines. ● Develop a high performing team of quality analysts through formal performance development and knowledge sharing in line with organizational objectives. Achievements: ● Training of call center agents and managers on new Quality Management system thus ensuring effective use and enhance understanding of performance management. ● I designed and continually reviewed performance evaluation metrics used to track customer satisfaction across all customer touch points. ● I played a critical role in ISO 90001 certification of Safaricom quality management systems and also served as a certified QMS internal auditor, ensuring annual compliance. ● I played a key role in the development of the CATI (Computer Assisted Telephone Interview) questionnaire which was used by field consumer teams to collect Voice of the Customer feedback. February 2008 – September 2010 Quality Analyst – Contact Center (Safaricom Ltd) Role: ● Monitoring quality performance across all customer touch points to ensure compliance to set guidelines and processes. ● Liaise with team leaders on respective teams’ performance, ensuring effective support in all matters pertaining to service delivery. Achievements: ● I played a leading role in the development, testing and subsequent launch of the CSAT textbased customer survey; working closely with the software developers to implement changes and give feedback during the testing and reporting phase. ● I played an integral role in the redesign and implementation of the revised call evaluation form which was instrumental in identifying service delivery gaps effectively. ● I was the lead organizer of procedure audits within the Call Center with specific emphasis on establishing awareness, understanding and adherence to documented procedures. July 2004 – January 2008 Customer Care Representative – Call Center (Safaricom Ltd) Role: ● First line query resolution via the various customer support channels ensuring effective service delivery. ● Escalation and follow up of any customer query with relevant second line support teams. Achievements: ● I played a key role in the successful implementation of an inaugural skill set specifically charged with dealer empowerment. This enhanced service accessibility to customers through authorized dealers and positively impacted customer satisfaction. ● I played a key role in the Mpesa pilot project team prior to its official launch, providing vital information on its viability which formed the basis of the service once launched. ● Undertook coaching of new team members in the call center to acquaint them with systems and procedures used. This enhanced the integration process for the staff and in turn ensured that customers received uniform high-quality service. EDUCATION Bachelor of Education (Arts) Upper Second-Class Honors - Kenyatta University. (1999 – 2002) SUMMARY OF TRAINING • ITIL Foundation Certificate in IT Service Management (Axelos – June 2021) • International Certified Life Coach (Certified Coaches Alliance – February 2017) • Master Class in Operations Management (Live Bean - November 2014) • World Class Contact Centers Master class Seminar (Rod Jones - November 2014) • The Integrated Quality Assurance Training (Dr. Brownell O’Connor & CIAR Management Institute – March 2014) • Team Leader Knowledge and Skills Training. (QAI Global – May 2010) • Certificate of Proficiency in Quality Assurance. (The Call Center School – May 2009) • Certificate in Internal Audit. (Bureau Veritas - June 2008) • Accredited Trainer – Qnique (Quality Performance Management) • Certificate in Effective Report Writing (British Council - Dec 2008) • Certificate in Coaching, Counseling and Mentoring. (British Council - July 2009) • Customer Service Training (2004) REFERENCES Christine Sogomo Head of Customer Experience Old Mutual Tel:-- Michael Gichaga Head – Client Experience Stanbic Bank Tel:-- Charles Kabaiku Mbogo Senior Manager - CBU Safaricom Ltd Tel:--