Benard Wandera, Customer & Business Support Specialist

About

Customer & Business Support Specialist with over 10 years of progressive, practical skills and experience in; Inbound & Outbound Call Management, E-Mail & Chat Correspondence, Key Account Management & Customer Retention, Marketing & Business Development, Research & Lead Generation. Very proficient in Ms Office applications, E-Mail applications, CRM Systems.

Experience

Freelancer

Jan 2023 – Present

Remote

Business Support Executive

American Data Exchange Corporation (Kenya)

Nov 2021 – Nov 2022

Nairobi, Kenya

Business Process Associate

Key Responsibilities: ✔Key-in accurately pertinent information of an order into the client supplied application in accordance with the given project specifications. ✔ Optimized customer experience by delivering superior services and effectively troubleshooting issues. ✔ Generated reports detailing findings and recommendations

Bruceward Consultants (E.A) Ltd

Jan 2017 – Nov 2021

Nairobi, Kenya

Customer & Business Support Executive

Key Responsibilities: ✔ Deliver exceptional customer service by leveraging extensive knowledge of products and services to execute memorable positive experiences, track customer record and update CRM with customer information. ✔ Designed onboarding process for new personnel, expediting full operational competency through standardized curricula. ✔ Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.

Fivestar Professional Cleaners Limited

Aug 2015 – Jan 2017

Nairobi, Kenya

Operations & Administrative Officer

Key Responsibilities: ✔ Increase efficiency and team productivity by promoting operational best practices. ✔ Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. ✔ Research and identify opportunities for account growth, market expansion and penetration.

Safaricom Plc

Feb 2014 – Jul 2015

Nairobi, Kenya

Business Support & Retention Executive

Key Responsibilities: ✔ Effectively manage the existing and new clients through improved customer experience by enforcing the end-to-end delivery process in compliance with the service level agreement requirements. ✔ Follow-through on all critical inter-departmental escalations to increase customer retention rates. ✔ Promote available products and services to customers during service, account management and order calls.

Bruceward Consultants (E.A) Ltd

Jan 2009 – Nov 2013

Kampala, Uganda

Operations & Administrative Support Assistant

Key Responsibilities: ✔ Implement process improvements to optimize organizational culture and procedures for higher efficiency and help company evolve and grow. ✔ Coordinate market surveys as well as intelligence to ensure timely availability of information critical for the development of respective business strategies hence products and services. ✔ Collaborate with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.

Cyka Consultants Limited

Jun 2007 – Nov 2008

Nairobi, Kenya

Business Development Executive

Key Responsibilities: ✔ Placing Sales and Purchase Orders of shares for clients ✔ Participate in product Presentation and marketing team research and service development based on existing and nascent technology ✔ Identify growth prospects and specific opportunities in the sector

Pan Africa Life Assurance (Sanlam Plc)

Feb 2006 – Feb 2007

Nairobi, Kenya

Marketing & Business Development Executive

Key Responsibilities: ✔ Develop market opportunities through strategic profiling on prospects, potential leads and existing clientele. ✔ Conduct presentations on Unit Trust Investment opportunities, close cases and submit them to the Unit Manager for processing. ✔ prepare weekly and monthly reports on Sales performance and Market Insights from day-to-day visits and engagements.

Education

Atlantic International University

Oct 2023 – Present

Bachelors, Business Management

College of Insurance

Jun 2006 – Nov 2006

Certificate, Insurance & Pensions Business

Benard Wandera

Customer & Business Support Specialist

Skills

Languages