• Oversee service operations, scheduling, and allocation
• Lead and manage a team of service technicians and customer service representatives
• Ensure high customer satisfaction through timely and effective repair services
• Manage branch expenses and budget
• Monitor and improve first-call fix rates, MTTR, and SLA compliance conduct regular performance reviews and facilitate a culture of accountability and continuous improvement.

Assessment, Training and Allocation of Field and Workshop Staff.
• Relationship and Complains Management of Dealers, Corporate Clients and General Customers.
• Ensuring smooth operations of Franchises and fulfillment of their respective needs for growth, and frequent audits of Franchise for quality delivery of services and ensuring achievement of Revenue Targets and KPI’s defined for every month.
• Looping Factory for identifying current market faults and putting improvement in Quality Function at production floors.
• Responsible for managing a team of people, which involves both the engagement and development of these people. Part of the core operations responsibilities include resourcing or staffing, recruitment and financial processes, such as invoicing.
• Maintains administrative staff by recruiting, selecting, orienting, and training employees, Sets policies and procedures for training, coaching, counseling, and career development for staff. Initiates and coordinates goals, deadlines, and projects for their department

• Deliberate planning and goal setting
• Development of brand awareness and online reputation
• Content management
• SEO (search engine optimization) and generation of inbound traffic
• Cultivation of leads and sales.
• Coordination with branch managers nationwide on calls through emails.

• Working on different Projects (Social Media, Facebook page, Emails, etc)
• Responsibilities of all administrative functions including operations, management, process improvement, identifying various compliance issues
• Providing advice, information and assistance to callers.
• Attempting to resolve all enquires on first contact with the caller.
• Making sure that all telephone calls are answered promptly.
• Dealing with a customer’s queries, requests, orders or complaints.
• Following up customers.
• Research required information for callers using available resources.
• Involved in processing orders, forms and applications.
• Accurately recording details of calls and issues on logging software.
• Having a professional and courteous manner at all times.
• Identifying and escalating priority issues or customer complaints.
• Sending emails to clients answering their enquiries.

• To work with a team to provide quality services.
• To respond towards complain of our customers.
• Providing advice, information and assistance to callers.
• Research required information for callers using available resources.
• Attempting to resolve all enquires on first contact with the caller.
• Accurately recording details of calls and issues on logging software.
• Taking ownership on all calls and queries answered.
• Having a professional and courteous manner at all times.
• Taking ownership on all calls and queries answered.
Worked for the following BPO projects;
 KESC
 KFC