Yvonne Ingari

YVONNE A. INGARI Business Relationship Management Specialist Personal Summary ▪ ▪ ▪ ▪ Academic and Professional Background P.O. Box 67405 - 00200 Nairobi, Kenya Tel: - E-mail:- A highly effective professional with 10+ years of diverse and broad experience in Account & Relationship Management, Sales & Marketing and Enterprise Customer Management Proven ability to consistently grow customer accounts within a given market target Passionate about instilling a shared, enthusiastic commitment to service excellence as a key driver of a company’s goal attainment Seeking an opportunity that will allow me to exploit my vast skills and expertise to add value to an organization while advancing my career Master of Commerce – International Business Management Strathmore University (2018) Bachelor of Commerce – Human Resource Management Kabarak University (2009) Certificate in Computer Studies Info Tech Training College (2005) Kenya Certificate of Secondary Education Ngara Girls High School (2004) Core Competenci es ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Solution selling Account Management Relationship Management Employee Relations Enterprise Customer Management Sales & Marketing Formulation and Implementation of business strategies Contract management Capacity Building Change drive and management Proficiency in Oracle ERP Systems Building team synergy Professional Experience DVS -DISABLED VETERANS’ SOLUTIONS Customer Service Representative April 2021- August 2023 • • • • • Support 8 accounts in managing customer queries and accounts. (Idemiasupporting 3 states- TX, LA, PA, Prestige Nursing, Amudim, Kalkomey) managing incoming calls and customer service inquiries, generating tickets to ensure follow up and closure of issues requiring further attention Identifying and assessing customer needs to achieve satisfaction. Ensure timely and efficient response to work schedules as per allocation First call resolution on issues brought to my attention C1 - Public • Adherences of set SLA’s and service parameters to ensure service quality • Purpose to always represents DVS professionally and uphold the corporate culture and values. April 2018- March 2021: Account Relationship Manager (Manufacturing and Allied and Financial Services)Safaricom PLC Roles & Responsibilities: • • • • • • • • • • • • Drive Customer Obsession through superior customer experience Contribute to the organization's growth while focusing on our partner’s businesses by maintaining customer loyalty through cultivating deep relationships. Sales/Revenue Optimization: Identify untapped areas of sales channels to spur increased sales and revenue by at least 10% year over year. Strengthen partnerships between Safaricom and its customers by recommending business solutions and giving feedback to the organization that lead to innovation of products and business process improvement. Ensure the company continues to be relevant by proposing and delivering products and services that transform lives in our customer environments but most importantly position ourselves as a digital partner of choice. Record accurate and efficient records in the customer database that supports the business in driving the execution of sales strategies from a more factual and informed perspective. This has continually supported the business to adjust the strategies hence delivering relevance in the market. Create strategic brand building events to expand the current product portfolio by running Discovery Workshops and Customer Forums in collaboration with Marketing and other internal support teams. Supporting in preparation and execution of customer focus group reviews with a purpose of outlining customers’ needs and possible solutions to address the customer needs. Generating development plans with short-term to long-term initiatives to support growth ambition Efficient management and monitoring of customer insights to guard against customer attrition and churn mitigation strategy Driving planning cycles within the year. 360-degree view of all customer requests with prompt handling and response to service requests Corporate Account Manager Safaricom PLC – April, 2014 to March 2018 ▪ ▪ ▪ ▪ Develop strategies that will guide the company to develop products and services based on the changing market trends to ensure the company maintains its leadership position in the market Grow accounts within a given target market Ensuring achievement of set quarterly and annual targets. Growing and maintain relationships with existing clients 2 C1 - Public Strengthening business partnerships by developing strategic relationships ▪ Client Service Manager Safaricom PLC – June, 2011 to March, 2014 Duties included: ▪ Relationship Management and Retention of existing group of accounts ▪ Keeping the customer informed on the entire Customer Journey and processes ▪ Managing and updating the DMU (Decision making Unit) Contact lists. ▪ Provide leadership for customers in understanding business objectives ▪ Recommend business solutions to customers Relationship Executive Safaricom PLC – February 2010 to June, 2011 Duties included: ▪ Creating corporate orders and following up on activation ▪ Providing feedback to Corporate Account managers on issues raised by the Contact persons ▪ Maintaining the customer records database ▪ Marketing and educating corporate customers on the company’s products and services ▪ Escalation of customer complaints not solved online ▪ Build and develop customer loyalty and retention Corporate Sales Executive Safaricom PLC– October, 2009 to January, 2010 Duties included: Prospecting of New Clients Proposal writing and Tender document preparation Sales order administration and Closure of sales Handling support issues and managing deployment ▪ ▪ ▪ ▪ Internship Human Resource Intern ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ Key Achievement s The Wrigley Company East Africa Ltd – May to September, 2008 Recruitment and selection Employee Retention Employee Inductions and Deployment Reward Management Training Needs Analysis Capacity Building Change Management Contract Management ▪ September 2021: Key player in delivering an online market place to allow a superior platform for buying, selling and distribution of farm produce for Twiga Foods Kenya. ▪ June 2020: successfully deliver the first Managed Airport WiFi in Kenya for the national carrier Kenya Airways (KQ) ▪ May 2019: Organized and steered an industry cyber security forum in collaboration with Amadeus 3 C1 - Public ▪ April 2018: deployed a National Dark fibre connectivity for IFMIS to allow for improved efficiency in government settlements via the Kenya Airways Data center. ▪ February 2017: Part of Operation pride strategy team tasked with reviving Kenya Airways lost glory ▪ September 2016: Accolades with a 3-star award in Customer Service ▪ June 2016: Lead in Carepay M-TIBA project ▪ May 2016: Part of little cab project implementation and flag off ▪ June 2015: Customer experience excellence award. ▪ Jan 2015: Recognized as a Top 10 Sales person for the financial year -) having met and exceeded the set target by 117% ▪ March 2014: APN Champion –Safaricom Business Certification • • • • • • • • Vodafone Global Enterprise -Vodafone way of selling British Council- Business Communication Skills Ciar Management Institute –Consultative Key Account Management Cisco - Cisco Sales expert Amazon Web Services: Business Professional (Digital) Accreditation Amazon Web Services: Cloud Economics Accreditation NSE 1, 2 and 3 - Network Security Expert accreditation International Compliance Association- ICA International Certificate in Anti Money Laundering Awareness References Can be provided u[on request. 4 C1 - Public 5 C1 - Public