Morris Mwenda Mbae

Customer Experience Expert with +8 Years Experience

About me

I am a proficient customer service/client services professional with a proven track record in customer support with a focus in customer satisfaction, interactive quality assurance, customer service business analysis client retention and acquisition. With over five years’ experience in client service management and customer service in a busy and sensitive financial services environment I am able to provide outstanding service and deal with a range of customer needs from initial inquiries and leads management, system administration, B2B sales & support, sales support, transaction processing and complaint handling.



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My skills

Customer service, Complaints & Escalations handling

- Email, Online and Social Media Management; Ensuring and coordinating timely handling of client queries on e-mail and social media. - Integrated Communication Channels communication through SMS, E-mails, Social Media, designing auto messages to clients. - Complaints & Escalations handling -Assisting Team Leaders in handling escalations from the customer/contact centre associates regarding customer issues. - Customer Relationship Management Systems proficiency. - Customer onboarding & document management. - Transaction Processing.

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Project Management Skills

• Customer experience business needs analysis. • Requirements gathering, vendor engagement & product testing. • Siebel CRM & Purecloud administrator- ensuring that all the customer service processes in CRM flow seamlessly and rectifying any user & functional issues. 90% of all user issues resolved and handled to completion.

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Training and Coaching

• Team training and skills transfer. • Developing and conducting targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities. • Providing structured and timely recommendations; verbal and/or written feedback to Quality Manager, Team Leaders, Analysts and Agents.

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Sales

• Selling investment products to walk-in and call-in clients. • • Selling investment products (up-selling and cross selling) and product development.

Genesys Cloud Certified Associate

Genesys Cloud Certified Associate

Genesys Cloud Certified Professional

Education & Experience

 

Chartered Institute of Marketing- ACIM(Associate of the Chartered Institute of Marketing), 2014,

04/01/2014
 

Client Service Assistant (Graduate Trainee),Britam Asset Managers (K) Ltd

05/06/2013

Client Service Administrator,Britam Asset Managers (Kenya) Ltd

November 2013 – December 2014 • Selling investment products (up-selling and cross selling) and product development. • Transaction processing on investment management system and customer relationship management system as per the set Service Level Agreements(SLA). • Handling client communications via email & telephone ensuring investment is done as per client's instructions.

Learn More01/01/2014

Customer Care Officer,Britam Asset Managers (Kenya) Ltd

January 2015 – May 2016 • Customer relationship management • Resolving service pain points by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction; following up to ensure resolution. • Handling customer account inquiries on account balances, transaction details, statements and fees and charges. • Identifying customer needs and drafting solutions to achieve them. • Selling investment products to walk-in and call-in clients.

Learn More01/01/2015

Customer Experience Officer-Quality Assurance & Reporting,Britam Holdings Plc

June 2016 – Present • Email, Online and Social Media Management; Ensuring and coordinating timely handling of client queries on e-mail and social media. • Integrated Communication Channels communication through SMS, E-mails, Social Media, designing auto messages to clients. • Carrying out customer satisfaction surveys and aligning the responses to achieve an NPS score of 30+. • Online Sales Lead Management for all the lines of business (Insurance-Life and General Insurance, Property, Asset Management and Micro-Insurance). • Analyzing & auditing service incident data, emails, voice recordings, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Contact Center. • Providing structured and timely recommendations; verbal and/or written feedback to Quality Manager, Team Leaders, Analysts and Agents. • Developing and conducting targeted group coaching sessions for agents that address Service Quality deficiencies and/or improvement opportunities. • Customer Journey Mapping for the various customer service processes- assessing existing practices and procedures for process improvement opportunities with all Call Center teams. • Complaints & Escalations handling -Assisting Team Leaders in handling escalations from the customer/contact centre associates regarding customer issues. • Siebel CRM & Purecloud administrator- ensuring that all the customer service processes in CRM flow seamlessly and rectifying any user & functional issues. 90% of all user issues resolved and handled to completion.

07/01/2016

Maasai Mara University

Bachelor of Business Management - Marketing Option (First Class Honors)

12/18/2013

Team Lead, Operations & Customer Experience - Innovex Solutions

Setup and effectively manage a contact center. ● Develop and maintain contact center SOPs. ● Identify gaps and challenges of the organization’s products and recommend improvements. ● Prepare regular Customer Service / Operation status reports and share them with management as well as other stakeholders. ● Coordinate people, processes, and resources to ensure that customer service operations run smoothly and result in high levels of customer satisfaction. ● Ensure that the Customer Service / Operations team meets the organization’s operational requirements and targets. Achievements - Set Up a Contact Center within the 1st quarter of 2022. - Team cross-skilling to support all the organization’s products - 75% achieved. - Drive regional expansion, with Tanzania as the first country - 10% roll out in Tanzania with target.

11/03/2021

Senior Solutions Architect - Noralogix (PTY) Ltd(Part Time)

A. Contact Center Implementation, Genesys EventGrid by NoraLogix, Noralogix Repo361, Contact Center Reporting and understanding customer needs and helping develop clear and concise cloud contact center strategies. B. Plugging your contact center to the cloud. Genesys Cloud CX Presale Need Identification, Implementation and Post Sale Need Identification and implementation. C. I ensure your customer experience on the cloud is perfectly taken care of by understanding your contact center needs and implementing them.

01/01/2021

Maasai Mara University

First Class Honours

12/18/2013

Contact

  • Nairobi, Nairobi Province, Kenya

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