Mosiara Onyoni

Collect prompt and accurate customer feedback
Troubleshoot problems and drive resolutions
Take ownership of customer issues
Processing orders and transactions as well as check product availability
Attending events and meetings to represent Medici & Vipaso and give feedback to relevant supervisors
Delivering information about a Medici and Vipaso offerings, responding to customer inquiries on timely manner and follow through until the customers are satisfied
Handling complaints to building strategies for improving the overall customer experience and fostering loyalty
Providing proactive customer outreach that is personalized as well as offering support where need be before the customers even ask for help
Tracking customer service KPIs and metrics

Leading the acquisition and management of new accounts
Talent development and management within marketing & operations department
Spearheading the development, implementation, and review of operational policies and procedures
Overseeing marketing plans and researching new opportunities
Managing budgeting, reporting, and auditing
Collaborating with the board of directors to determine values and mission, and plan for short and long-term goals
Establishing alliances and partnerships with relevant stakeholders and organizations
Filing all legal and regulatory documents while monitoring compliance with laws and regulations

Took part in the restructuring and setting up of a new marketing department
Developed marketing and key accounts management strategies, policies, and procedures
Participated in recruitment, supervision, and training of new staff
Collaborated with internal cross-functional teams to understand customer goals and key performance metrics
Established team targets and deliverables and monitored performance
Upheld and encouraged superior customer service levels, and operational excellence
Formulated daily, weekly, monthly, and management team reporting structures
Created departmental budgets on marketing, communication, advertising, marketing material, purchase of equipment and wages

Headed planning, implementing, and facilitating activities and events
Collaborated with agencies to prepare BTL and ATL artworks and material for advertising TCA Courses on various media platforms (print, TV, and Radio)
Collaborated with training consultants to foster effective delivery of programs and follow-up with trainees throughout the training process
Assisted in hiring, delivery of orientation programs, and day-to-day support to new employees
Supervised the control of budget spent, material production, and distribution