EPIFANYO KATANI

• Managing corporate client onboarding processes and activations into postpaid plans. Ensured all customers were onboarded on time, with their accounts and services connected to the network and ready for use.

• Managing after-sales support processes, both technical and customer experience related. Ensured smooth handling of customer issues while delivering the best possible customer experience.

• Managing projects and strategies within support and reporting segments.
Designed the FWA mini app to support payments for Fixed Wireless Access customers.
Designed the SPOC portal invoice visibility feature to support corporate clients by providing timely invoice access and enabling prompt payments.

• Creating customer journeys for smooth support processes.
Ensured all products and services had proper channels where customers could report issues.

• Managing VIP customers under Cells and ensuring they receive premium services.
Through this contribution, I was recognized as a Vodafone Global Hero for the first quarter of the 2022 financial year.

• Supporting managerial duties in the absence of my line manager.
Represented her in managerial meetings and alignments while ensuring high team performance throughout. This experience strengthened my management and leadership skills.

• Leading major VBU projects, including FWA for more than two years and currently FTTH.
Successfully worked with the team to accommodate increased workload, onboarding a maximum of 4,000+ customers per month during peak sales periods.

• Automating repetitive processes.
Through the Citizen Developer Program, I acquired skills in developing robotic process automation, which became a game changer in operations. I personally created processes for FWA account creation before migration to FSP, renewal processes, account allocation, individual account creation, and collaborated with RPA developers to develop the APN process.

• Ensuring high customer satisfaction and improving customer experience across processes and services. Achieved this by developing team members into system, product, and process experts.

• Handled high volumes of inbound customer calls, providing timely and accurate information on Vodacom products and services while ensuring efficient resolution of customer inquiries.
• Investigated and resolved customer complaints by identifying root causes and delivering appropriate solutions to enhance service quality and customer satisfaction.
• Maintained high levels of customer satisfaction by demonstrating excellent communication, problem-solving, and interpersonal skills during every customer interaction.
• Escalated complex or unresolved customer issues to relevant internal departments, ensuring proper documentation, follow-up, and timely resolution.
• Accurately recorded and updated customer interactions in the system to maintain reliable customer data and support continuous service improvement.