INNOCENT MRUA

All Terminals Operations issues
Device Financing Issues & Sales Agent Support coordination
Reporting and Analysis
Sales Compliance Monitoring
Training & Expert Advisor

Monitoring On-ground Team

Advertising the company's products on radio and television programs

Managed time efficiently in order to complete all tasks within deadlines.

Demonstrated strong organizational and time management skills while managing multiple projects.

Proved successful working within tight deadlines and a fast-paced environment.

• To plan and coordinate all Sales strategies to meet Vodacom Target
• To lead and make sure all staff are adhering roles and responsibilities at work stations
• To make Decisions to all issue Related to Vodacom store
• To plan the way how to motivate staff
• To pass information from Management to Employees and Vice versa
• To Monitor employee productivity and Provide constrictive feedback and coaching
• To organize work flow and ensure employee understand the duties or Delighted task
• Prepare and submit performance report
• Induction and proper training to New employees

• Dealing with Reversal
• Preparing daily report of the cases I have attend to the Management for evaluation at the End of my shift
• Reporting the fraud cases –Daily report for challenges faced during attending reversal cases including fraud issue etc.
• M-Pesa Operating
• Customer pay utility support - Dealing with all M-Pesa Reversal Queries related to merchants (biller) including BANK and ensures e-money is back to customer or biller after wrong payments made as per Company M-Pesa policy guided by Department SLA
• Attending all matters that escalated to Back office from different departments and provide quick resolution through system utilization

• To solve the different quarries from the Customers
• To escalate quarries of the customer to the right department for Quick resolution
• To report any fraud Suspicious to the fraud Team
• Act as Data personnel to ensure Customer enjoying internet service from Vodacom
• To attend all High value customer (contract customer / post-paid customer) to ensure that they get Quality service from Vodacom
• To sell airtime and Different Bundles
• Receive, Post and Deposit cheques to Bank

• To test the availability functionality of M-Pesa production to the users
• To design M-Pesa massage which received to the customer after M-Pesa transaction

• M-Pesa Operating
• Customer pay utility support - Dealing with all M-Pesa Reversal Queries related to merchants (biller) including BANK and ensure e-money is back to customer or biller after wrong payments made as per Company M-Pesa policy guided by Department SLA
• Attending all matters that escalated to Back office from different departments and provide quick resolution through system utilization
• Dealing with Reversal
• Preparing daily report of the cases I have attend to the Management for evaluation at the End of my shift
• Reporting the fraud cases –Daily report for challenges faced during attending reversal cases including fraud issue etc.
• Attending Reversal - Assuring the fund (E-money) to be reversed are of the right amount and to the right Claimer sender as M-Pesa policy States

• To receive calls and handling customer quarrels.
• Acting as team leader in a team (assistance team leader)

• Verification Activities
• Registration Activities
• Preparation of Pension