Mercy Kusimba

1.Client Relations Management

• Act as client ambassador during implementation phase which involves communication and meetings with both internal and external team in regard to implementation.
• Vet all received documents, accept and process sales orders.
• Circuit management for the new orders; developing work plans, acknowledge purchase orders and send welcome packets to customers.
• Act as a liaison between contractors, customers, property managers, sales team & other departments within the organization to ensure expedient implementation.
• Ensure that the standardized LTK implementation framework and methodology is adhered to at all times.
• Co-ordinate for billing acceptances from clients & handover circuits to Accounts for billing to be actioned.
• Scheduling of meetings with various project stakeholders to share status of the projects/circuits.
• Audit on the Network
• Audit of Monthly Recurring Revenue & Non-Recurring Revenue billings in ACCPAC & highlight discrepancies.
• Audit of Monthly Recurring Revenue & Non-Recurring Revenue billings in ACCPAC & highlight discrepancies.

3.Circuit Amendments

• Actions all Upgrades & downgrades received in the business and ensure they are dully actioned and ACCPAC updated with the new revenues.

4.Terminations & churn Management

• Ensure all Terminated circuits with LTK assets are promptly actioned and recovered/ returned to LTK stores and the same reflects on billing file in ACCPAC.
• Management of the CPE recovery contract to ensure flawless delivery.
• Ensure LTK Assets availed to customers on rental or offer basis are accounted for.

5.Contractor management for Fiber ready & Microwave sites.

• Scheduling of Microwave & Fiber site surveys with outsourced vendors/internal teams and sharing reports with the respective teams.
• Monitor contractors’ performance against set KPIs.

6.Procurement support

• Vet and process all received client Purchase orders and installer quotations.
• · Determine if equipment replacement is at cost to the client or LTK/ as per warranty and contract agreement.

7.Reporting

• Submit a weekly report on monthly revenue commit.
• Provide a weekly progress report on all accepted orders.
• Validate the reports against the contract and SLA level.

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
• Described product and service details to customers to provide information on benefits and advantages.
• Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
• Level 1 Troubleshooting of the links before assigning to the TSM

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Created customer support strategies to increase customer retention.
• Maintained accurate record-keeping with proactive attention to client information updates.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Assist with digital marketing and branding