Gladys Wangari

Key Contributions & Results: * Started and ran the Digital Marketing Department driving traffic to social media spaces in the company. * Established social media spaces such as Instagram, X and LinkedIn ad s well as Facebook which made the company up to date with current social media trends. Monitoring voice of customer, achieving customer delight and experience on network performance. Supporting the business to achieve specific market targets. Swiftly responding to network incidents, conducting root cause analysis for effective problem resolution while generating detailed reports on network performance, incidents, and trends. Articulating business value and impact of technical and non-technical information and understanding when to escalate issues. Providing first-line support by troubleshooting, Resolving & Escalating any Network issues. Developing and maintaining long term network operation strategies that help enhance and achieve long term goals for the company. Developing, monitoring/supervising, and ensuring the implementation of all security systems. Ensuring prompt identification of problems in the network and rectifying or advising on possible solutions. Ensuring proper monitoring of the network for overall efficiency and trouble spots using performance management tools and providing technical status reports. Initiating and implementing ideas and giving feedback on software tools, procedures and improvements to NMC functionality.

Key Contributions & Results: Communicated and exchanged logical information in a concise and clear way, provides end to end Customer Service assurance with focus on high availability, minimum restoration times and customer management Advised and executed administrative activities of network operations including incident management, cost base management, operational excellence and problem solving. Issued first level support to clients by performing initial checks on reported faults before escalating to the next level for resolution. Monitored customer support incidents reports to ensure that each incident reported was logged and resolved in time with the company set standards. Ensured incidents were resolved and closed within the acceptable time allocated. (SLA) Escalated faults through tracking them up to resolution adhering to SLA. Established a positive relationship with the customer. Prepared the operational transition and maintain a successful network as a flagship for VimpelCom and ZTE. Monitored customer support incidents reports to ensure that each incident reported was logged and resolved in time with the company set standards. Established operational procedures for performing operational tasks and monitored their compliance.

Key Contributions & Results: Identified process gaps and provided valuable input to formulate lasting solutions. Innovated processes & systems to enable customers engage and transact with us effortlessly and conveniently, while still meeting customer needs. Solved complex pension operational problems with clients and identified client’s operational performance improvement opportunities. Formulated and adopted innovative solutions implementation to improve operational & servicing efficiency. Built and maintained relationships with internal pension stakeholders and external partners to drive customer-centric initiatives. Assisted clients in configuring their phones to the Popote Network. Sold Popote products through the phone. Managed customer service delivery according to the customers’ requirements. Generated daily reports that reflect customer satisfaction levels used for continuous improvement of the same. Established innovative systems and procedures for handling of data and reports and continuously improvise on them. Administered incoming product support or information inquiries from consumers.