Jannet Atika, the Director of Consumer Operations at Safaricom Plc has reportedly quit.
According to sources, MS Atika who has over 23 years experience in the Telecommunications industry quit a few weeks ago ‘due to frustrations by the CEO and unrealistic targets’.
“Notable senior personel are leaving for Microsoft and the latest one who serving her notice is the Director for Customer Experience. Some departments are understaffed thereby directing a huge overload of work to the personnel present,” a source claimed.
A few days ago, cnyakundi.com received a similar email.
“Hi Cyprian, I wanted to bring to your attention the issue of Safaricom staff being overworked and unmotivated ever since Peter Ndegwa took over as CEO. The burnout and lack of motivation has made most quit”.
At the beginning of the year, the Telco announced that it had hired a PR practitioner Lucille Aveva as the as Director, Customer Obsession.
“Dear Colleagues, In line with our mission to establish a customer-obsessed, digital-first organisation by the end of FY22 in order to be a purpose-led Technology Company by 2025. It has become necessary to streamline our efforts towards continuously adding value to the experience of our customer…I am therefore pleased to announce the appointment of Lucille Aveva as Director – Customer Obsession. effective 1st May 2021 Reporting to the Chief Executive Officer and joining EXCO”, a statement from Safaricom said.
Though exciting at that time, nothing much has changed, as services at the Telco continue to deteriorate.
The complaints over lazy customer care agents have become loud on social media.
The CEO, Peter Ndegwa’s attempt at redeeming his image by copying some of late Bob Collymore’s moves, seem scripted, mechanical and have not helped.
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