Lewis Mugwe., Customer Success Specialist and Operations Specialist.

About

I am Lewis Mugwe, I firmly adhere to the belief that "Skill is the unified force of experience, intellect, and passion in their operation." This philosophy has driven my continuous learning and professional growth over the past 4+ years, during which I have honed my expertise in business and people operations management, customer service, project management, as well as IT support and data analysis. Drawing upon my adeptness in analytical thinking, problem-solving, leadership, and interpersonal skills, I am adept at formulating and implementing policies that efficiently mitigate operational, maintenance, and labor costs, while simultaneously fostering a culture of innovation and driving process improvements.

Experience

Halisi Labs.

Feb 2023 – Jul 2023

Nairobi

Delivery Coordinator.

Coordinated and oversaw delivery operations across Kenya and some parts of Uganda which includes 200 riders. •Implemented effective routing strategies and streamlined the scheduling process, resulting in a 20% reduction in delivery time. •Identified bottlenecks in the deliveryworkflow and implemented solutions, reducing overall delivery costs by 10%. •Resolved 95% of delivery-related complaints within 24 hours, improving customer satisfaction and retention. •Implemented a customer feedback program and utilized insights for data-driven improvements, resulting in a 15% increase in customer satisfaction ratings.

SWVL.

Sep 2020 – Jun 2023

Nairobi

Senior Operations Specialist

As an integral part of SWVL, I successfully oversaw and orchestrated logistics operations for a diverse portfolio of esteemed corporate clients, including but not limited to Premier International School, Jiji Kenya, Liberty Insurance, African Legal Network (ALN), Copia Kenya, Twiga Foods, Konza City, Akili Kids, Jumia Kenya, CCI Kenya, Mediamax Kenya, and various others. •Led and coached a 3-member corporate operations team to achieve operational goals, optimize processes, and reduce costs, resulting in a 60% efficiency improvement. •Through proper service delivery, we had an average customer satisfaction rate of 90% •Optimized up to 400 routes and ride schedules resulting in a 95% increase in on-time arrival rate and a 100% ride fulfillment rate. •Managed various backup strategies for emergencies. •Led client app and dashboard education project to onboard our clients into our platform for more accurate planning and proper service delivery. •Supported live dispatch on the dashboard for 300 rides a day. •Managed the supply pool of vehicles, significantly improving client satisfaction and reducing breakdowns by 98%. •Collaborated with sales and account management teams to achieve a 92% customer retention rate and acquire 8 new clients within 6 months. Built strong relationships through effective operations management, contributing to a robust customer base. •Successfully led the launch of outsourced customer service to a BPO, involving talent selection, SOP development, and budget management. Achieved a 70% improvement in customer service operations, leading to substantial increases in customer satisfaction and a reduction in complaints.

SWVL

Feb 2020 – Sep 2020

Nairobi

Launch Operations Associate.

● Constant monitoring and tracking of corporate rides on the dashboard to ensure the captain reliability and punctuality. Frequent use of the dashboard to keep corporate rides running smoothly (including skipping stations, assigning riders to their routes, etc). ● Ensuring captains are up to speed on the format of corporate rides and the rules and protocols they need to observe. Updating of old captains with any new requirements that Swvl / clients have. ● Checking and monitoring corporate schedules to make sure they meet the clients requirements, allow for pick up of all employees, and the escalation of schedules / rides and / or captains that do not follow these routes. ● Captain help and support through Zendesk, solving tickets in real time as they come in to ensure smooth running of corporate rides. Also assisting captains and through outbound / inbound calls. Escalation of issues with captains that require more assistance. ● Client help and support through Zendesk, and assisting clients through outbound / inbound calls. ● Engaging with employees of clients, sharing pick up and drop off details, setting up of communication channels, and problem solving. ● Once sales are closed by the sales conversion team, the account operations associate will help the account launching person to successfully launch the new account. ● Ensuring all protocols are followed for new clients and that day to day operations are smoothly run; working with support teams to make sure the corporate clients are assisted on all issues in a timely manner whilst ensuring all KPIs related to account management are met. ● Briefing of corporate captains on safety measures, such as open window policy, 50% capacity rules, etc. ● Tracking of captains that do not have a constant schedule on the dashboard such as those supporting special and short term projects.

Call Center International

Feb 2019 – Jan 2020

Nairobi

Customer Operations Representative

Open and maintain customer accounts by recording account information.  Resolve product or service problems by clarifying the customer's complaint.  Maintain financial accounts by processing customer adjustments.  Recommend potential products or services to management by collecting customer information and analyzing customer needs.  Prepare product or service reports by collecting and analyzing customer information.  Contribute to team effort by accomplishing related results as needed.  Manage large amounts of outgoing and incoming calls.  Generate sales leads.  Identify and assess customers' needs to achieve satisfaction.

Education

ALX

Software Engineering, Software Engineering

Zalego Institute.

Jan 2017 – Jan 2018

Software Engineering, Software Engineering

Lewis Mugwe.

Customer Success Specialist and Operations Specialist.

Skills