Stephen Okore

Oversee daily service workshop operations, coordinating cross-functional teams to maximize efficiency and deliver superior customer service. Lead recruitment, training, and performance evaluation for over 20+ service professionals, promoting a high-performance culture. Monitor service delivery, resolve escalated complaints, and implement continuous improvement strategies. Manage OEM warranty claims (Epson, Brother, APC), ensuring compliance and quick turnaround. Drive data-led decision-making through service analytics and customer feedback. Maintain spare parts inventory, manage demand forecasting, and coordinate procurement. Negotiate SLAs with OEMs and suppliers, and coordinate technical training. Supervise facility operations, ensuring safety, maintenance, and compliance. Prepare performance, inventory, customer satisfaction, and warranty reports for senior management.

Handled over 700+ support tickets monthly, ensuring prompt acknowledgment, assignment, and resolution tracking. Collaborated with field engineers and logistics to close service calls efficiently. Processed toner and spare part requests, reducing order-to-fulfillment time by 20%. Maintained and updated the client master database for accuracy in service classification. Processed OEM warranty claims and maintained accurate client records.

Digitized and labeled official documents, ensuring proper archiving and traceability. Managed workflow accuracy, file re-binding, and supervisor approvals. Supported CTS uploads and maintained document integrity.

Developed procurement strategies and tender documentation, securing contracts worth over KES 400M. Implemented compliance checks with KRA, NCA, and Treasury, resulting in zero procurement disputes. Coordinated site visits and delivery logistics to ensure timely execution of awarded contracts. Conducted market analysis and supplier evaluation for improved pricing and quality.

Provided digital services (printing, typing, internet support) to customers. Maintained up-to-date systems, ensured secure browsing, and handled troubleshooting. Managed inventory and upheld a clean, client-friendly environment.

Assisted in tender analysis, LPO preparation, and vendor selection. Processed purchase requisitions and maintained accurate store records. Organized tender committee meetings and supported asset disposal procedures. Gained hands-on experience in public sector procurement processes.

Participated in the receipt and inspection of supplies and service procurement. Prepared procurement documents (LPOs, LSOs, quotations) and supported tender meetings. Maintained procurement records and inventory accuracy. Supported procurement compliance and surplus asset disposal.