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$15 USD / hour
Flag of KENYA
nairobi, kenya
$15 USD / hour
It's currently 1:45 PM here
Joined May 6, 2020
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Moffat G.

@mophatmunene2

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$15 USD / hour
Flag of KENYA
nairobi, kenya
$15 USD / hour
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Customer Experience Specialist

I am a customer experience specialist with experience of about over 4 years of ensuring that the marketer follows a buyer-centric approach and delivers a smooth, unfragmented and consistent customer experience across all touch-points and at all stages of the buyer journey. By ensuring outstanding communication, relationship-building and influencing skills; competent in building customer relationships which inspire confidence and loyalty. My proficiency includes in using CRM systems in Data management.

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Experience

Customer Experience Lead

Safaricom Limited
Apr 2015 - Apr 2018 (3 years)
Responsbilities - Overall touch point assessments against service guidelines and procedures to ensure consistency. - Preparation of monthly and weekly assessment reports indicating observations and recommendations for individual and team improvement. - Customer Experience Audits through mystery shopping. - Prompt feedback to users on queries relating to the assessment reports. - Managing the Touch Point Net Promoter Score process through liaison with the outsourced external research firm.

Education

Bachelor of Commerce

University of Nairobi, Kenya 2012 - 2016
(4 years)

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