Vivian Moraa Gesicho
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Personal statement
Customer Experience Executive with an extensive background in Customer support in
telecommunications and startup space for e-commerce platform. My abilities and competencies
include demonstrated success in driving customer satisfaction, loyalty and retention, advance
knowledge in, reporting and presenting data and proficiency in CRM tools. My aim is to secure a
Customer Support position in a fast-paced tech-environment.
Work Experience
Customer Experience Executive – Safaricom PLC (February 2018 – Present)
Key Responsibilities:
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Manage and resolve customer queries
Provide customers with product and service information by clearly explaining procedures,
answering questions, and providing information.
Identify and escalate priority issues and where necessary, follow up customer concerns.
Document all customer interaction information according to standard operating procedures.
Maintain and improve quality results by adhering to standards and guidelines
recommending improved procedures.
Updates self on job knowledge by studying and understanding new product descriptions
and/or new services processes.
Maintain communication equipment in working order and reporting problems promptly.
Key Achievements:
• Consistently exceeded set performance KPIs including 80%NPS, Customer Satisfaction
85%, Customer Resolution 90% among other KPI’s
• Resolved an average of 140 queries per day against a set target of 130 per day.
• Contributed to NPS growth of company which in return led to increase of company’s
subscribers and profits.
• Promoted to team champion position in 5months owing to delivering excellent client service
and satisfaction.
• Successfully completed several courses on Vodafone academy and LinkedIn, the latest being
scrum course hence contributing to further products knowledge.
• Helped train new customer executive trainees owing to my excellent product knowledge.
This earned me best performing in my team.
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Customer Experience Lead, Saida Ltd (October 2017 –February 2018)
Key Responsibilities:
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Respond to customers over email, SMS and using our in-house CRM tool.
Write frequent reports on the types of issues, resolution times and most importantly provide
feedback
Customer Research - call customers and carry out research by asking them questions about
the research problem then tabulating and presenting the outcome of the research to the rest
of the team.
Contributing to creating policies and procedures originating from customer feedback
Stay up to date with new product features; ensure continuous customer education on the
improved product features
Selecting, hiring, and training new staff.
Key Achievements:
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I successfully revolutionized customer service mechanisms by use of data I had consistently
collected this contributed to company’s new and return customers.
Consistently collected and presented data on customer issues.
Consistently met and surpassed performance millstones
Successfully launched Customer interaction sessions once a week with walk in customers
which greatly attracted new customers.
Increased customer retention from 63% to 69%
Customer service executive/TELESALES - OLX KENYA (September 2016 – October 2017)
Key Responsibilities:
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Conduct tele-sales activities.
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Market OLX products and establish a strong brand and product Presence
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Maintain a sales pipeline
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Sign up new customers
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Provide industry relevant information to clients
Key Achievements
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Acquired and managed more than 300 paying customers through direct sales activity
Successfully played a key role in cementing OLX's brand as one of the largest and most
efficient platforms in the region.
Maintained a sales pipeline through acute customer relationship Management that
accounted for more than ksh500, 000 in monthly Subscriptions.
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Regularly organized and spearheaded agents’ training on good listing Habits and shared
insights OLX platform
Met and surpassed targets for contacting prospects, meetings, and new customer activations.
Ensured subscribed customer make timely payments.
Field sales Supervisor, OLX Kenya (May 2016 – September 2016)
Key Responsibilities & Achievements
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Set up a team of brand ambassadors to do BTL activations on given Projects.
On-board and train brand ambassadors to understand the task ahead and effectively
undertake their roles.
Compile weekly and monthly reports to the account Manager.
Ensure brand ambassadors work in an optimum environment to
Education
Kenyatta University (2012 – 2016) Second class upper division
BSc. Economics and Finance
Alliance Girl’s High School (2008 - 2011)
Kenya Certificate of Secondary Education. Grade: B
Other Certifications
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Vodafone Agile Scrum roles course certification on Vodafone Platform.
Certificate in Creating Positive conversations with challenging Customers on
LinkedIn
Design Thinking on LinkedIn
References
Simon Sawe Team Leader, Customer support Division, Safaricom PLC
Email-
Juliet Mwangi Head of Customer Service, Sendy LTD
Email-
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