Caroline Gateri

• Oversee 10+ international accounts, providers, and telecom accounts in DRC, Kenya, Malawi, Rwanda, South Africa, Tanzania, and Uganda, • Develop and integrate the service strategy within the overall Account Development Plan. • Lead a team of 20+ in aligning, forecasting and tracking of revenue generated from assigned customers. • Advice on technical/service issues for assigned portfolio providing tailored technical solutions that met the customers’ business needs; improving customer satisfaction levels 2x. • Evaluating, re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes that improved customer service quality 2x • Achieve and surpass customer service objectives by contributing customer service information and providing recommendations on strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. • Establish and resolve issues within stipulated timelines cause of outages, identifying faults that have lasted more than 3 hours. • Improved service delivery 2x by escalating gateway faults to upstream providers and engaging in constructive communication until fault resolutions are achieved. • Review and provide technical specialized services to customers; Seacom, China Telcom, Tata Communication, PCCW. • Review, appraise and prepared reports on performance of the services quarterly. • Improve the turnaround time of customer fault resolution by 60% through coaching, training and development of junior technical 2 Engineers in the team. • Achieve a 12% revenue growth by upselling liquid products and services to my existing customer. Ensure 100% shift coverage and leave management.

• Oversaw excellence in customer experience and service delivery across internal and external customers. • Enhanced strong business relationships with key account customers, stakeholders, vendors,s and third parties. • Recommended appropriate action and maintained an ongoing awareness of existing and potential situations. • Streamlined communication and coordinated support plans with customer management. • Performed troubleshooting and resolution of software and hardware problems on product lines. • Resolved and monitored issues on the phone and on-site. • Generated reports to management and engineering for technical problems of equipment, product design/improvements, customer concerns, and activity.

• Collaborated with the team in improving network infrastructure that increase quality, reliability, and effectiveness 2x and reduce expenses. • Diagnosed troubleshooting faults and performed curative maintenance operations where applicable with relevant teams (Maintenance Engineers, contractors, other telecom operators- Airtel, Yu, Safaricom) • Monitored resources on network devices within the network and reported appropriately. • Organized daily field operations that improved Mean Time To Resolve faults from an average of 4 hours to 2.5 hours by optimizing allocation of operations and Maintenance resources. • Collaborated in multi-vendor network transformation projects across 3 countries to achieve a network availability of 99.9% by implementing seamless network architecture.