Yvonne Imali Aluvisia

YVONNE IMALI ALUVISIA P.O.BOX-, NAIROBI, KENYA PHONE: - E-MAIL:-SKYPE: aluvisia.yvonne Profile My name is Yvonne Imali Aluvisia, I am A Kenyan. I am an accomplished self-driven professional. I possess a wealth of strengths on Customer service, Sales, organizational skills, strong leadership skills, interpersonal skills and great people management skills. I have gained field exposure that has shaped my outlook to professional challenges. I have carried out various activities in customer service, sales and business management from technology, identification, survey, design, planning, and management. I have gained a lot of experience from my academics, public sector, trainings and through development programs that involve planning and implementation of activities. I am proficient in HTML,JS, word processing, scientific programming, power point, and graphic presentations, including the following programs: Database management and design, Excel, MS Access, Epi Info, SAS, CsPro and SPSS I am a team player, I learn from others within and without an organizational setup and contribute towards the effective and efficient achievement of organizational goals and objectives. I am self-motivated, social and hard working. Career Objective I want to fully optimize my potential in the Customer service, Sales, Financial, Accounting and Business Management field and to secure a position where I can offer world class support service. I desire to achieve the highest level of expertise in the business strategies and to make a difference in the lives of others especially the less privileged in the society. I am looking forward to develop fully my professional skills in achieving sustainable development and solve people’s problems. I desire to hold a senior management role that will enable me to apply my knowledge, skills and experience in management, leadership, communication and development to increase efficiency and effectiveness and to meet the organization’s corporate goals. Academic Background Master of Business Administration (Finance) Kenyatta University Bachelor of Commerce (Finance Option), Kenyatta University Online Computer College, Diploma in Business Information System Online Computer College, Office Computer Applications Professional Training- Online Banking Courses 2 Weeks Certificate Leadership and Team management 7 days Certificate Communication skills 2 days certificate First Aid training 1 day Certificate Selling Skills 1 week Certificate On-line learning module entitled Protecting life. 1 week Certificate Online Training Skills 3 days Certificate Certificate in Corporate Social Responsibility and Governance, World Bank Institute Work Experience Customer Service Specialist Sendwave International Location: Remote (Feb 2018 –To date) Responsibilities            Handle incoming calls, outgoing calls, text and emails for countries in EMEA region. Identify pattern in user feedback and translate those into suggestions for improving the user experience. Identify major issue affecting a number of users and ensure they are addressed swiftly. Liaise with the line manager to build internal communications systems to support and to build team cohesiveness. Monitor Sendwave communications in line with the overall communications and business strategies and goals. As a key person of Communications, I contribute to the development of the Sendwave communications strategy and direction in support of raising visibility and awareness of the business appropriately. Identify any cases of customer dissatisfaction and report to the appropriate parties for action and follow up to ensure resolutions and provide feedback to the customer. Develop adequate customer feedback collection platforms that ensure the company receives all client feedback in a timely and actionable manner. Participate in regular trainings and team meetings. Handling any extra duties as assigned by the management. Conversant with policies and procedures pertaining to all Sendwave products and services. Formulate, review and implement customer service strategies and continuous review and implementation of the customer service charter in line with Sendwave strategic goals and objectives. Customer Service Specialist with German Johnson & Johnson Location: Remote (Jan 2017 – Feb 2018) Responsibilities                 Qualify and manage a list of portfolio using Salesforce.com Provides hands on feature demos of the products and services offered to customers globally. Manage multiple tasks in the pipeline through (Salesforce.com, JDE) with a high attention to detail Primarily handling of returns, credits and debits for external and internal customers and across customer service orders, returns and financial transactions. Professional written and verbal communication with customers, internal functions (in country customer service, supply chain, commercial, sales, finance, etc..) and external providers (distribution centers and transport providers) Timely and accurate handling of cases to process returns, credits and debits in a highly compliance and regulatory driven environment. Processing orders received from internal and external customers. Manage backorders information. Provide quality service and support in handling day-to-day activities of the customer service role for all customers in a perfect manner. Daily communication with customers via phone and email, positive phone presence is essential. Processing all customer returns. New Account creation Management. Dealing with customer complaints. Cooperation with logistic and finance A/R departments. Maintain SLA’s & EMA Metrics (including KPIs associated with role). Support internal & Business Improvement initiatives. Account Executive Microsoft Location: Remote (March 2015 – Jan 2017) Responsibilities                      Deliver an end to end sales process and ensure that we build a long term customer relationship. Understand customers’ business and technology priorities. Continuously nurture and expand sales, business, technology, and competitive readiness. Plan and pitch proactive solutions that helps to grow the revenue. Build and maintain a network of key internal contacts. Create and Run online demos of the web based softwares. Utilize knowledge of the customer environment to resolve issues in a timely manner. Set appointments with clients and provide hands on feature demos to help customers realize the full potential of Microsoft products and services. Collaboration between account executives and the sales and marketing team. My role was to support and provide accurate feedback with promotion of new and existing products. Handle blocking issues and cases, ensuring the most effective resolution of all issues. Develop and implement support strategies resulting in fewer incidents, increased availability, or accelerated deployments Effectively lead critical situations including documented action plans and daily status updates for the customer and Microsoft management Initiate and participate in triage and post-incident meetings sharing knowledge with other engineers and efficiently resolving customer problems Assist in the delivery of feedback from customers to the management. Prompt, accurate and courteous service fulfilling promises made to customers. Under- promise BUT over deliver! Ensure to maintain high level of service quality standard on phone banking making client Centre a one stop shop for telephony banking. Management of time, equipment and telephone usage to manage costs. Ensure that control lapses are identified in time and all significant risks are escalated to line management in time. Deliver World Class one-stop customer service via phone emails and text messages. Resolution of complaint where possible or prompt submission of the complaint to Customer Contact Unit. Service recovery - turn a complaint/unhappy customer into a loyal satisfied customer with professional and empathetic service recovery. Customer Service Manager Standard Chartered Bank Limited Location: Nairobi (March 2012 – March 2015) Manage and grow a motivated team • Coordinate and manage daily and weekly activities of the team to create a high-performing team where KPIs are always met • Implement customer care trainings and run team meetings • Provide 1-on-1 coaching for all team members Measure and achieve targets for effective customer care operations and customer happiness • Analyze customer feedback data and use the analyses to develop and run initiatives to improve customer happiness • Track performance of customer operations metrics (e.g. response time, number of outgoing calls per day), analyse data, and develop initiatives to continuously improve the target metrics • Track data on conversion rate, use the analysis to identify problem areas or success drivers of conversion, and implement initiatives to continuously improve conversion Own the management and development of customer care processes • Identify where we need to redefine or create new customer care processes to eliminate pain-points for customers. • Develop and document new customer care processes, and train all relevant teammates to implement the new processes • Document workflows of existing customer care processes and ensure all relevant teammates have been trained • Continuously improve existing processes Continuously improve systems • With support from senior management, define and implement new systems that will enable a better customer experience • Act as liaison to senior management to keep them up to date about customer care and customer experience • Be the point of contact and ensure smooth coordination with other teams (e.g. operations, admin) on day-to-day work or on special projects. Customer Care Officer SBM Bank Location: Nairobi (Nov 2009 – March 2012)       Telephone Management. E statement management to include client set up and support. Collection and collation of Branch reports as well as ATM and cheque Book reports. Management and dispatch of Drafts to branches. Active sourcing of feedback through various channels such as telephone and email. Preparation and maintenance of departmental records such as minutes and register. Achievements • Successful Completion of my research projects in partial fulfillment of the awards of my bachelor’s degree. • Active involvement in the promotion of youth activities that involve interactions and self-improvement activities through various events like charity/ volunteer work, community cleanups, open forums and others as a member of the Nairobi Pentecostal Church (NPC) Youth Group. Other achievements include:1. Attracting and retaining clients My greatest achievement was in the role of Account Executive at Microsoft. I was given a list of new targets, and later that month I arranged a meeting with one of our biggest prospective clients. I used my communication skills to build a relationship with the director over time. He was unwilling to purchase our product at first, but after I met with him multiple times, formed a bond with him and conveyed the benefits of our product, he was happy to buy the product that was a high value recurring revenue for the organization I was delighted to bring on board such a lucrative client, and the client is now one of the company’s biggest. I’ve since learnt that communication and building long term relationships is one of my strongest traits. 2. Promotion, growth and development I joined Standard Chartered Bank as a Call Center Agent and was keen to progress internally from the onset. I proved my abilities by discovering profitable new markets and increasing brand awareness, and I got promotions gradually until I became a Customer Service Manager. I was delighted to earn a promotion as this is the kind of success I look for in every role. I got new duties, which I was pleased about. I hope I can bring my valuable knowledge to this role, and develop my career with you in the same way. 3. Collaborating and partnering I have established relationships with a range of stakeholders in so many scenarios. I have directly collaborated and partnered with the company’s medical insurance providers, pension administrators, The National Industrial Training Authority (NITA), The Ministry of Immigration, The Higher Education Loans Board (HELB), executive clients and many others to support delivery of business outcomes. I like to actively seek input from a diverse range of people in case I am new to something or if there is something that I am not sure about. Interest and ambitions Reading motivational and educative materials, participating in charity, voluntary and community activities, singing, traveling and socializing with focused individuals. I also do a lot of Research. My ambition is to fully optimize my potential and to make a difference in the lives of others especially the less privileged in the society. Associations Member: Nairobi Pentecostal Church Youth Group (Valley road). Secretary: Young Development welfare Association Member: St. Mark’s Bible study fellowship (BSF) group References Pete Kioko, Team leader Sendwave International 14409 Navajo Point Dr. El Paso, TX 79938. Mobile: - Email:- Julius Odemba, Africa Regional Head, Call Centre Standard Chartered Bank Kenya Limited P.O.BOX- Nairobi, Kenya Mobile: - Email:- Lynette Owuor Head Customer Service SBM Bank Kenya Limited P.O BOX - Nairobi, Kenya Mobile:- Email:-