About

I have over 8 years of combined experience in customer service, technical sales, and product management in the telecom and fintech sectors. As a product development manager at Kyanda Africa, a technology-led platform that helps individuals, families, investment groups, and small businesses optimize their financial operations, I leverage my expertise and skills to create impactful and user-centric fintech solutions that address the needs and challenges of diverse and underserved markets. My core competencies include market research, product strategy, product development, commercialization, monetization, and launch. I have contributed to the innovation, enhancement, and lifecycle of Kyanda Africa's fintech products, while fostering a collaborative and agile work environment. In my previous roles, I have demonstrated my ability to negotiate with customers, qualify sales leads, implement customer touch point processes, achieve revenue targets, and provide technical support for fixed data services. I have also obtained certifications from Fortinet and LinkedIn in network security and servers. I am driven by the vision of empowering people and businesses to achieve their financial goals and aspirations

Skills

  • Digital Marketing
    10
  • Computer Networking & Internet
    8
  • Product management
    8
  • Sales Forecasting
    10
  • • Cybersecurity Essentials Certification
    10
  • Leadership & Project Management
    8
  • Fluent English and Kiswahili
    10
  • French
    3

Experience

Albert Oyondi

Work experience
  • October, 2023 - October, 2024
  • Fulltime
  • Mandated with fostering innovation, product development, enhancement and the overall product lifecycle at Kyanda Africa Fintech - a technology led platform, business focusing on financial literacy, management and use cases designed to help individuals, families, investment groups, small business to optimize their financial operations.
  • I am tasked with developing and communicating product strategy, creating and maintaining product roadmap, market research, product development, Commercialization, monetization and launch.
  • Conduct product performance analysis with emphasis on meeting customer needs at the same time focusing on P&L balance sheet growth and free cash flows generation to power the innovation roadmap and customer growth.

Albert Oyondi

Work experience
  • Negotiated with customers to renew contracts and retain business to minimize churn
  • Qualify incoming sales leads i.e. through marketing responses conducted via phone calls, conference calls, email, call center leads channel and SME hub in a timely manner daily.
  • Devise, implement customer touch point process for onboarding, renewal of accounts and execute welcome back sales campaign-Win back
  • I have consistently achieved and attain 100% of the set target for new acquisition revenue.
  • Build customer-partner relationships through solution selling of our products portfolio.
  • Engaged with other teams as needed to resolve customer issues and maximize customer retention
  • Established relationships cross functionally and with regional peers such as TES engineers, Access and network roll out engineers, Sales and retail force to identify and attack growth opportunities

Albert Oyondi

Work experience
  • Provided customer service and technical support for Fixed data subscriber on call and on email.
  • Raised, followed up and provided feedback to customers on service request tickets for installation of MPLS links, LTE fixed services,Fiber, Bespoke Microwave and configuration of network devices -routers, switches and access points
  • Acted as a focal point between 2nd Line support team such as Enterprise Customer Support engineers, account managers with other internal teams presumed not customer facing.
  • Delivered preventive care and proactive monitoring of fixed data links and domains for customers on possible risky events such as IP spamming and cyber threats.
  • Network connectivity troubleshooting, maintaining dynamic and static routing, Inter- VLAN routing using various tools such a Putty, Allot bandwidth manager, GPON U2000, CRM and BMC Remedy tools

Albert Oyondi

Work experience

Albert Oyondi

Work experience
  • Developed strong relationships with SME customers (allocated accounts on TML)
  • Churn Management, followed up on all existing contracts & renewal, maintained my organic baseline revenue at 100% Provided insight into the refinement of customer journey processes Flagged potential escalations on time and ensured 2hrs SLA was met consistently.
  • Identified growth prospects (New/Up-sell/Cross-Sell) within the TML and nsured excellence customer experience by achieving reputable net promoter score (NPS)

Albert Oyondi

Work experience
  • Conduct market research on Fiber to the home coverage and fixed data consumer trends within Nairobi residential areas and reporting to the tribe lead Safaricom Home development department.
  • Sales drive campaigns vide roadshows promotions and market storms in residentials areas within Nairobi such as Kinoo, Parklands, Thika road and larger Kiambu areas and take customers through the sales journey all the way to billing and aftersales services.
  • Work closely with fiber implementation squad to map out new business areas and conduct business proposals with apartment and premise owners to close on fiber to the home roll out deals hence increasing coverage.

Albert Oyondi

Work experience
  • Provided information and educated enterprise customers on
  • Safaricom enterprise solutions
  • Planned and executed comprehensive marketing and sales strategy that maximized financial performance, customer satisfaction, and market expansion.
  • Managed mapped brand ambassador personnel within my sales demarcated territories, that is Kajiado, Namanga and lower eastern region
  • Conducted dealer and partner training with an aim to equip direct sales agents with information on Safaricom enterprise products.

Albert Oyondi

Work experience
  • September, 2014 - March, 2015
  • Fulltime
  • Manage inbound and outbound calls in a timely manner and supervised call center representatives within the service center and monitored hourly statistics to achieve set productivity KPI's
  • Identify customers' needs, clarify information, in consultation with the technical team and advise customers on solutions
  • Build sustainable relationships and engage customers to get feedback via service surveys via email questionnaire as well as coach, evaluate performance and review KPIs for representatives on shift.

Albert Oyondi

Work experience
  • January, 2014 - September, 2014
  • Fulltime
  • Educated customers on features of our phone products highlighting benefits over competition.
  • Ativated purchased products, prepared warranty documentation and entered sales on sales reporting templates.
  • Conducted end user experience survey via written survey templates to capture Net Promoter Score and gather customer feedback on areas of improvement.

Albert Oyondi

Work experience
  • September, 2013 - January, 2014
  • Fulltime
  • MultiChoice Group - Meru, Meru County, Kenya
  • Sale (retail) maximizing on profits by making average sales of up to15 units a week and 60 units a month
  • Reporting, Compiling accurate reliable daily sales and sales pipeline report.
  • Marketing the new Go-TV set box and ability to attract customers to subscribe to the company package products.
  • Participating in roads shows to market the products and provide information to the public about the products and was capable to plan and make predictions and forecast sales within stipulated timelines.

Albert Oyondi

Education
  • Major in English and Literature

Albert Oyondi

Work experience
  • November, 2011 - November, 2012
  • Fulltime
  • Supervised and coordinated the field officers tasked with carrying out education, marketing and showcasing frandsen products such as Lifestraw purifier and Permanet mosquito nets in Khwisero, Mumias and Vihiga regions.
  • Prepared day to day field report ( written and electronic data
  • report) that I furnished the office of the director on the success and failures in the field
  • Attended on time and effectively to shortcomings in the field and motivated field officers to achieve the targets.
  • Coached and trained field officers and prepared job training programs. Evaluated their performance and recommended additional training or termination.
  • Managed inspection and distribution of tools of work and Implemented Frandsen principles, aims and goals.
  • Fostered warm relations between the company and the locals through community baraza and seminars to enlighten them of the benefits of the products.

Albert Oyondi

Work experience
  • My position entailed field news gathering and Public relations for the government at grassroots level.
  • At KNA, I double up as a camera operator and a news writer. Hard news and feature stories, both electronic and print made up my daily duties for KBC sister station and Kenya Today Government Newspaper.
  • I also took time to verify the authenticity of news and all other information gathered to avoid misinformation of the masses through distortion of omission of facts
  • Researched for sources of news and features in my area of jurisdiction.
  • I did political, human interest, development, social and breaking news and business news.
  • Script translations and editing and Suggested areas of interest for feature stories and follow up.

Albert Oyondi

Education
  • Print Media and Radio production