In our fourth blog post on our amazing team, learn about the work of our CX [Customer Experience] Quality Analyst Team Lead in Zambia, Peggy Simuyuni, and our Head of Software and Hardware Engineering for the Fumba team, Ian Wogan.
Peggy Simuyuni, CX Quality Analyst Team Lead, Zambia
“The Fenix culture is what sets us apart.”
What is your role?
I am the CX [Customer Experience] Quality Analyst team lead, and my main role is to supervise call center quality analysts who assess the performance of CSRs [call center representatives] and SCAs [service center associates] in the field. Basically, I have to make sure they have the data they need to conduct their assessments and feedback and share it with the CSR and SCA team leads. For example, we prepare monthly bonus calculations for both CSRs and SCAs.
What is the goal of getting and analyzing all that data?
One of the main goals of our department is to make sure we are answering the customers’ needs by providing a great service – we are a customer-driven company. Having someone analysing the quality of service that we are giving to the customers is very important since it helps us know where we are doing well and where we need to improve.
What do you like about your job?
My work requires looking at a lot of numbers and data. It is something interesting and challenging I am passionate about. I am new to it and I am learning new things about how to analyse and present data everyday. I am growing professionally. It adds more value to my career and helps me see where I want my career to go in the future.
What do you like about working at Fenix?
Fenix is unique in so many ways. The Fenix culture is what sets us apart. Everyone is so friendly. You would come to Fenix and you would not know that someone is a boss or someone is a junior. Everyone is treated the same. And it makes you feel so much more comfortable with your role. It is also a setting where we are open about feedback. It gives everyone an opportunity to reflect on the type of work we are doing, share constructive feedback and improve on what we are doing in the long run. It just helps us perform much better.
Ian Wogan – Head of Software and Hardware Engineering, Fumba team
“I like working in an environment where we focus on having a huge impact on people’s lives.”
What do you do at Fenix?
I joined Fenix in July 2016, as a mechanical engineer within the San Francisco team, where I worked on our solar home systems. I moved to Uganda last year to join the Fumba team, which is the clean cooking team at Fenix. On the Fumba team, I am a mechanical engineer and lead the technical aspects of our project: building a PAYGo cooking system. This means bringing the product from a sketch to commercialisation. Put simply, I design the products on a computer and then work with manufacturers to have them made.
What motivated you to join the Fumba team?
When I joined Fumba, I had been working with solar home systems for two and a half years. The product matured a lot during that time and became a commercial product. So I was excited to go back to the development stage and start a project from scratch.
Also moving from San Francisco to Uganda was really exciting. It was a huge change but I find Uganda a good place to settle down right now. The country is really beautiful (especially when you go out of the city) and people are really friendly.
From your perspective, what is Fumba bringing to the customers?
There are many aspects to that. At a very high level, switching from charcoal or wood to LPG [liquified petroleum gas] is great for combating deforestation, and deforestation is a big problem in Africa. Also, many women are cooking with charcoal and wood everyday and it has a terrible impact on their health due to the air pollution those fuels produce. Cooking with LPG will also improve women’s quality of life: they don’t have to spend hours searching for fuel and they will be able to cook more quickly.
What do you like about working at Fenix?
I like working in an environment where we focus on having a huge impact on people’s lives. I am really excited about developing the clean cooking market in Africa. If you compare the amount of energy spent on lighting with the amount spent on cooking, a much larger amount is spent on cooking. It is going to be a big part of the energy transition.
Also, Fenix is unique in the way the company puts employees first. Some of our profit is distributed among the employees. It is great especially for the entry level employees for whom getting a bonus makes a huge difference.
Where do you see Fumba in the future?
We are moving very quickly and a year from now it is going to be very exciting to see where we are. I see us quickly increasing the number of sales and moving into at least one more African market next year.