Gerry Njeli
About Gerry Njeli
Gerry Njeli serves as the Customer Success Team Lead at Influx, where he has worked since 2019. He has a background in technical support and client management, with previous roles at Equity Bank Limited and Influx, and holds a Bachelor's degree in Computer Systems Networking and Telecommunications from Moi University.
Work at Influx
Gerry Njeli has been employed at Influx since 2019, serving as the Customer Success Team Lead. In this role, he collaborates with Client Success Managers to onboard new clients and implement necessary systems and applications. He also works directly with clients to identify quality gaps and enhance the value of their subscriptions. Prior to this position, he worked as a Remote Customer Service Agent at Influx from 2017 to 2019, where he gained experience in client interaction and service delivery.
Previous Experience at Equity Bank Limited
Before joining Influx, Gerry Njeli worked at Equity Bank Limited in Nairobi, Kenya. He served as a Level 1 Technical Support Engineer from 2016 to 2017 for one year, where he provided technical assistance and support. Earlier, he held the position of Network Technician for three months in 2014. His roles at Equity Bank involved technical problem-solving and support within the banking environment.
Education and Expertise
Gerry Njeli earned a Bachelor's degree in Computer Systems Networking and Telecommunications from Moi University, where he studied from 2010 to 2015. His educational background provides him with a solid foundation in networking and telecommunications, which supports his roles in customer success and technical support.
Client Management and Performance Evaluation
In his current role, Gerry conducts quality evaluations on agents' handled emails and chats, providing feedback aimed at improving service quality. He is responsible for managing a portfolio of clients, ensuring that Key Performance Indicators are consistently met or exceeded. Gerry also prepares weekly performance reports for Delivery Managers, highlighting team performance and identifying areas for revenue growth.
Client Engagement and Recommendations
Gerry Njeli actively engages with clients to address quality gaps in service delivery. He recommends potential products and services to enhance client experience and satisfaction. His focus on maximizing client value contributes to the overall success of the customer success team at Influx.