Herbert Amahwa Milimu

Executive Partner

Athena

Jan 2025 - Current (1 year 10 months)

• Inbox & Email Management in organizing and prioritizing using SaneBox and Google Filters
• Calendar Coordination by managing complex schedules with Google Calendar
• Travel Logistics in booking and coordinating executive travel and itineraries via TripIt
• Project Management experience in task management with Asana, Trello
• Document Management by advanced document drafting, editing, and reporting using Google Docs
• Leveraged CRM skills to effectively coordinate virtual interviews with prospective clients, enhancing communication and relationship-building efforts.
• Applied strategic planning techniques using AI tools such as Notion and Blackbox Ai, ensuring accuracy and precision in project exec

K

Customer Relationship Manager

KOKO FUEL

Feb 2024 - Sep 2024 (8 months)

• Implemented targeted outreach strategies and loyalty programs, increasing customer retention above 85% and driving regional acquisition rates past 45%.
• Streamlined standard operational procedures to standardize customer feedback processes across customer care, agent support, and field sales teams.
• Handled high-priority escalations using Zendesk and team coordination, maintaining a 95%+ call answer rate and reducing wait times.
• Built and maintained client relationships through proactive support, resulting in consistent 6-month contract renewals.
• Trained customer service staff on issue resolution protocols, improving first-call resolution to 82%.
• Utilized GHL (GoHighLevel) to generate leads by zi

T

Customer Experience Manager

T-Mobile US, Inc

Oct 2020 - Dec 2023 (3 years 3 months)

As a Customer Experience Manager, I maintained 90% SLA adherence on all inbound customer support drives by closely monitoring real-time queues and agent performance. I led initiatives to enhance customer satisfaction, achieving impressive metrics of 85% CSAT, 85% NPS, and 80% first-call resolution. By analyzing customer feedback through Salesforce and internal CRM reports, I identified recurring support issues and collaborated with service teams to implement process changes that significantly reduced repeat call volume and improved resolution efficiency. I supervised a team of 13–15 agents, maintaining daily attendance reports using a leave day tracker to ensure accurate staffing coverage. Engaging in prospecting activities during events al

Call Center agent

Saks Fifth Avenue

Nov 2018 - Nov 2019 (1 year 1 month)

As a Call Center Agent, I was responsible for managing inbound and outbound calls, providing exceptional customer service, and resolving inquiries efficiently. I utilized effective communication skills to address customer needs and ensure satisfaction. Additionally, I engaged in strategic planning by organizing call lines based on zip codes and optimal industry calling times, which enhanced our outreach efforts and improved overall call efficiency. Furthermore, I implemented lead management practices by storing outbound prospects and leads for follow-up, which enhanced ticketing processes on Salesforce and Hubspot, ultimately contributing to improved customer engagement and service delivery. My experience also involved data reporting, as I

Herbert Amahwa Milimu

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Herbert Amahwa Milimu

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