Ellen Nanyeni

As a Customer Value Management Officer my responsibility involved maximizing the value that customers derive from MTC's products and services while ensuring the company maintains a strong and loyal customer base.

My roles and responsibilities involved:

• I proactively developed and implemented a Loyalty Points Plan as a customer value strategy to add significant value to our customers.
• Collaborated with various departments within the company, including marketing, sales, customer service, and product development, to align efforts towards improving customer value.
• Generate reports and insights that help in decision-making and strategy development.

As a Sales Advisor in MTC my role role was instrumental in driving revenue growth and maintaining strong customer relationships.

• Exceed monthly and quarterly sales targets for products and services.
• Stayed up-to-date with the company's telecommunications offerings, including mobile plans, internet packages, and additional services.
• Engaged with customers in person, over the phone, or through digital channels to understand their needs and preferences.
• Identify opportunities to upsell additional products or services to existing customers.
• Cross-sell complementary telecommunications products to enhance the customer's experience.

My role as a customer representative at MTC (Mobile Telecommunications Limited) required being
intensively involved in Customer Care Management and administration through building and
nurturing strong relationships with strategic customers.

My key roles and responsibilities involved the following:

• Handled customer inquiries and complaints effectively, ensuring their issues are resolved satisfactorily. Maintaining trust is crucial for long-term customer relationships.
• Escalated unresolved queries to management as necessary and logging them for proper follow-up.
• Proposed solutions and upsold products or services to clients.
• correctly logged calls to prevent potential losses.
• Utilized customer relationship management (CRM)
  tools in coordinating and monitoring customer experience operations.
• Expanded the relationships with existing customers by continuously proposing solutions that meet
  their objectives
• Played an integral part in generating new sales that will turn into-lasting relationships