Services

Service Delivery Dispatcher And Co-Ordinator

Summary:

o Receiving, planning and arranging site supports and installations for clients.
o Receiving, escalating, following up and resolving a variety of customer queries and complaints/issues using the computer systems, face to face and on the phone in regards to supports & installations.
o Managing a team of technicians each assigned in teams of 2 covering 9 sales territories.
o Coordinating technicians in the field in terms of logistics, downtimes and provisioning new installations.
o Capturing and reporting daily, weekly site supports/installations/downtimes and managing all the administrative obligations in regards to site supports, installations and office duties.
o Acting as the customer’s advocate in meeting the customer’s needs by ensuring techinicians achieve set targets for supports and installations.
o Preparing all reports in regards to eqp recoveries, daily performance of technicians, Quality Assurance and Control, VoIP phones and Equipment Upgrades.

Work History

Personal Assistant to the Group Chief Financial Officer (AG)

Wananchi Group (K) Ltd

November 2012 - November 2012

Personal Assistant (P.A)

Wananchi Group (K) Ltd

From November 2012

Service Delivery Dispatcher and Co-ordinator

Wananchi Group (K) Ltd

May 2011 - November 2012

o Receiving, planning and arranging site supports and installations for clients.
o Receiving, escalating, following up and resolving a variety of customer queries and complaints/issues using the computer systems, face to face and on the phone in regards to supports & installations.
o Managing a team of technicians each assigned in teams of 2 covering 9 sales territories.
o Coordinating technicians in the field in terms of logistics, downtimes and provisioning new installations.
o Capturing and reporting daily, weekly site supports/installations/downtimes and managing all the administrative obligations in regards to site supports, installations and office duties.
o Acting as the customer’s advocate in meeting the customer’s needs by ensuring techinicians achieve set targets for supports and installations.
o Preparing all reports in regards to eqp recoveries, daily performance of technicians, Quality Assurance and Control, VoIP phones and Equipment Upgrades.

Dispatcher

Wananchi Group (K) Ltd

From May 2011

Customer Service and Support Executive

Wananchi Group (K) Ltd

July 2010 - May 2011

1. Attending to walk in customers i.e. responding, solving and sorting out customer queries/problems face to face and at times on the phone.
2. Receiving, escalating, following up and resolving a variety of customer queries and complaints/issues using the computer systems, face to face and on the phone.
3. Managing and maintaining relationships with customers and colleagues
4. Providing customers with product and service information.
5. Capturing and recording customer requests, information and completing call logs and related reports.
6. Acting as the customer’s advocate in meeting the customer’s needs

Customer Service and Support Executive

Wananchi Group (K) Ltd

July 2010 - April 2011

Electrical Sales Engineer

Lean Energy Solutions Ltd

November 2009 - July 2010

1. ISO Quality Systems and Kaizen
2. Handling MD’s Office reports, emails, record keeping, maintain databases for the office.
3. Scout for and exploit market opportunities for various projects
4. Public relations, flight bookings and travel arrangements.
5. Office administration, management, receptionist/front office, PR and customer service.
6. Project proposal writing and proof reading and report submissions.

Electrical Sales Engineer

Lean Energy Solutions

November 2009 - July 2010

Projects

Personal Assistant to the Group Chief Financial Officer (AG)

Personal Assistant to the Group Chief Financial Officer (AG)
Wananchi Group (K) Ltd
November 2012 – Present (11 months)Gateway Park, Mombasa Road, Finance Department, 2nd Flr, Block E

Customer Service and Support Executive

Customer Service and Support Executive
Wananchi Group (K) Ltd
July 2010 – May 2011 (11 months)Apic center, Westlands

1. Attending to walk in customers i.e. responding, solving and sorting out customer queries/problems face to face and at times on the phone.
2. Receiving, escalating, following up and resolving a variety of customer queries and complaints/issues using the computer systems, face to face and on the phone.
3. Managing and maintaining relationships with customers and colleagues
4. Providing customers with product and service information.
5. Capturing and recording customer requests, information and completing call logs and related reports.
6. Acting as the customer’s advocate in meeting the customer’s needs

Electrical Sales Engineer

Electrical Sales Engineer
Lean Energy Solutions Ltd
November 2009 – July 2010 (9 months)Kipro Center, Westlands

1. ISO Quality Systems and Kaizen
2. Handling MD’s Office reports, emails, record keeping, maintain databases for the office.
3. Scout for and exploit market opportunities for various projects
4. Public relations, flight bookings and travel arrangements.
5. Office administration, management, receptionist/front office, PR and customer service.
6. Project proposal writing and proof reading and report submissions.

Customer Service and Support Executive

Customer Service and Support Executive
Wananchi Group (K) Ltd
July 2010 – May 2011 (11 months)Apic center, Westlands

1. Attending to walk in customers i.e. responding, solving and sorting out customer queries/problems face to face and at times on the phone.
2. Receiving, escalating, following up and resolving a variety of customer queries and complaints/issues using the computer systems, face to face and on the phone.
3. Managing and maintaining relationships with customers and colleagues
4. Providing customers with product and service information.
5. Capturing and recording customer requests, information and completing call logs and related reports.
6. Acting as the customer’s advocate in meeting the customer’s needs

Service Delivery Dispatcher and Co-ordinator

Wananchi Group (K) Ltd
May 2011 – Present (1 year 8 months)Road C Industrial Area next to Sameer Park

o Receiving, planning and arranging site supports and installations for clients.
o Receiving, escalating, following up and resolving a variety of customer queries and complaints/issues using the computer systems, face to face and on the phone in regards to supports & installations.
o Managing a team of technicians each assigned in teams of 2 covering 9 sales territories.
o Coordinating technicians in the field in terms of logistics, downtimes and provisioning new installations.
o Capturing and reporting daily, weekly site supports/installations/downtimes and managing all the administrative obligations in regards to site supports, installations and office duties.
o Acting as the customer’s advocate in meeting the customer’s needs by ensuring techinicians achieve set targets for supports and installations.
o Preparing all reports in regards to eqp recoveries, daily performance of technicians, Quality Assurance and Control, VoIP phones and Equipment Upgrades.

Service Delivery Dispatcher and Co-ordinator

Wananchi Group (K) Ltd
May 2011 – November 2012 (1 year 6 months)Road C Industrial Area next to Sameer Park

o Receiving, planning and arranging site supports and installations for clients.
o Receiving, escalating, following up and resolving a variety of customer queries and complaints/issues using the computer systems, face to face and on the phone in regards to supports & installations.
o Managing a team of technicians each assigned in teams of 2 covering 9 sales territories.
o Coordinating technicians in the field in terms of logistics, downtimes and provisioning new installations.
o Capturing and reporting daily, weekly site supports/installations/downtimes and managing all the administrative obligations in regards to site supports, installations and office duties.
o Acting as the customer’s advocate in meeting the customer’s needs by ensuring techinicians achieve set targets for supports and installations.
o Preparing all reports in regards to eqp recoveries, daily performance of technicians, Quality Assurance and Control, VoIP phones and Equipment Upgrades.

Qualifications & Certifications

St. Paul's University-Kenya

Bachelors of Business Administration and Management (BBA)

St Paul's University

Certificates

Institute of Advanced Technology (IAT)

kenya institute of highways and building technology

Diploma in Electrical Engineering (Electronics Option)

Kenya Institute of Highways and Building Technology (KIHBT)

TEMPLE ROAD HIGH SCHOOL

Kenya Certificate of Secondary Education (KCSE)

Temple Road Secondary School

Kenya Certificate of Primary Education (KCPE)

Mt. Kenya Primary School

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