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