Kimari Githere

Encompassing a wide range of operational activities and strategic initiatives aimed at optimizing processes, enhancing efficiency, and ensuring seamless coordination among teams contributing to the organization's success, scalability, and overall customer satisfaction.

KEY RESPONSITILITIES A. Designed and implemented a customer care center solution • Identified client requirements • Conducted research to determine required system • Designed required system per client budget and expected outcomes • Carried out interviews to staff the customer care center • Coordinated the implementation of entire customer care system B. Coordinated the implementation of an ERP system • Designed client process flow to facilitate deployment of ERP system • Determined required infrastructure to support the smooth running of ERP system • Coordinated entire implementation of ERP system C. Created, designed, deployed, maintain and improve a mobile application that allows users to share contacts • Designed all UI screens of the app • Designed the flow and functional requirements of the app • Tested app to identify bugs and areas of enhancements • Designed and implemented marketing campaigns on Facebook and Twitter • Deployed app on Google Play Store D. Quality Assurance Testing • Ensure features available in the mobile app and CRUD Web app are working as designed • Logged and monitored bug reports • Provide enhancements to improve on mobile app and CRUD Web app

A. Business Development • Develop and implement a clear strategic business plan. This plan included ensuring continuous customer growth and strategies to retain existing customer base • Identify business opportunities by proactively reaching out to potential clients via email • Identified, as key, the importance of proper mark-ups as a competitive advantage in pricing of products in attracting new business opportunities B. Finance • Analyze, monitor and set budget requirements on a monthly and quarterly basis while ensuring budgetary controls and initiatives are met to ensure profitability • Develop revenue, expense and client reports to clearly outline business operations and identify areas for improvement C. Business Operations • Manage day to day operations of the company • Develop and implement business processes to stream line business operations • Coaching, training and evaluating unit staff to achieve highest levels of performance • Manage and oversee all company inventory • Manage and coordinate administrative, IT, payroll and logistic operations • Develop and manage vendor database to ensure information is current in order enhance service delivery D. Customer Service • Ensure high level customer service is adhered to at all contact touch points to enhance the customer experience. This was achieved through setting key performance indicators to ensure quality service delivery • Design and coordinate the implementation of the company website to ensure that the customer can get all information they need pertaining to the services offered as well as a way for them to engage with the company • Ensure customer satisfaction and retention by providing quality products and packaging • Identify and maintain good relations with suppliers to ensure that customer needs and satisfaction are consistently and exceedingly met • Spend time with clients to understand what is important to them and strive to meet their expectations

A. Business Development and Operations • Manage day to day operations of the company • Develop and manage execution of company strategic business plan • Identify and follow up of qualified sales lead • Plan and execute online marketing campaign B. Finance • Manage and reconcile bank accounts within QuickBooks • Manage and coordinate customer billing process and payment of bills to vendors • Manage customer payment cycle C. Office Management • Plan and oversee the management of company inventory for the Office, Printing and Production supplies while maximizing budget allocated for the same • Responsible for managing company payroll • Develop and Manage all IT processes D. Printing and Production Management • Ensure customer product meets the highest industry standards for a finished product while ensuring highest customer retention and satisfaction • Identify, test and execute specific custom orders to ensure the highest possible final customer product • Process and troubleshoot customer files for final production ensuring customer specifications are accurately and efficiently meet • Maintain complete and accurate record of customer orders E. Customer Service • Maintain a cordial and professional relationship with the customers with a view of solidifying our customer base • Engage in off-site customer visits to maintain and ensure client’s expectations are continuously and exceedingly met • Oversee website content management and functionality requirements

A. Customer Service and Sales • Off-site visits to client sites to carry out upgrades and training • Understanding client requirements and translating those into product enhancement requests for inclusion in future upgrades • Balancing client expectations in line with company’s business strategic goals while being a champion for clients’ needs • Identify and drive sales opportunities through system upgrades and new products B. Coaching and Training • Escalation point for Senior and Technical Support Engineers • Develop training manuals and internal processes to enhance customer experience and quick problem resolution • Project lead for developing a Support plan for a partnering vendor to offer Analytics and Reporting solution to customer base C. QA and Product Testing • Technical Support representative to the QA department and responsible for helping QA Engineers test Software products before they are available for the Customer Base • Setup Internal Customer Support Test Systems to diagnose Customer issues • Continuous Installation and configuration of SQL Server and Oracle databases for use with home grown recruiting software D. Systems Administration • Internal System administrator for a CRM application used for tracking customer issues, sales lead, customer data/configuration • Handle webmaster responsibilities for an external website where customers can log cases, update cases, download software and documentation • Maintain the Sales Demo System. Responsibilities included system maintenance, upgrades, environment Architecture E. Customer Support • Trouble-shoot and offer solutions to Customers having problems with Client/Server or Web Applications • Write SQL scripts to retrieve specific data from SQL and Oracle databases • Write Technical Analytical Notes for solutions that fix specific problems (Networking, Database, Operating System)