Hilda Mutai

Experience

• 

  Freelance

  Mar 2012 - Jan 2023

  Academic Writer

  Researched various books and internet sites on assigned topicsComposed and delivered high quality academic articles, research papers, reviews, and guidesProofread, edited, and corrected all given reports, properly and efficientlyFormulated texts in accordance with prescribed editorial and formatting guidelines such as APA, MLA, Chicago.Communicated with the clients to explicate assignment-related expectations, as requiredInformed clients of assignment-related difficulties as they are detectedCreated content for various doctoral theses following given instructions such as Case studies, Article reviews, Methodologies and annotated bibliographies. Exibir menos

• 

  Kenya National Bureau of Statistics

  Jan 2015 - Jan 2015

  Data Entry Clerk

  Conducted and compiled vital statistics on Governance, Peace and Security, health, education and genderConducted social sample surveysParticipated in inputting data from paper documents into digital spreadsheets or databases.Updated data statuses on databasesDouble-checked work to ensure data accuracy.Preparing periodic reports.Corrected errors and organizing information.Maintained company records thus ensured data accuracy.

• 

  Njeru Industries (Angie's Tea)

  Jul 2015 - Jan 2016

  Associate Customer Service and Sales Representative

  Planned feedback sessions to grow knowledge of products and to enhance customer relations.Processed and logged customer inquiries and feedback Identified customer needs.Forwarded and escalated inquiries to relevant individuals and departments.Contacted customers to give them accurate feedback on the progress of their inquiries.Provided outstanding customer service.Updated customer information as required.Maintained confidentiality of information.Performed other duties as need aroseConducted market research and exhibitions to enhance market reach of the products Exibir menos

• 

  Josmo Consults Ltd

  Jan 2016 - Jan 2019

  Customer Support Specialist

  Responded to customer queries in a timely and accurate way.Conducted Root Cause Problem Solving on emerging issues and suggested mitigating measures or corrective actionsIdentified customer needs and helped to meet customers' expectations thus improved customer retention in 2017 by 65%Analysed and reported malfunctions in the real estate propertiesUpdated the internal databases with information about technical issues and useful discussions with customersMonitored customer complaints on social media and reached out to aidShared feature requests (new properties on offer) and effective workarounds with team membersInformed customers about new properties on offer Followed up with customers to ensure their technical issues are resolvedGathered customer feedback and shared with the multi-disciplinary teamsSupervised junior Customer Support Representatives Exibir menos

• 

  Finlays

  Nov 2020 - Nov 2023

  Quality Assurance Analyst

  Experienced in Quality Operations scheduling using Calendly and Microsoft TeamsImplemented quality control standards thus achieving a quality culture dubbed ‘’Quality Wajibu Wangu’’ by all teams.Implemented HACCP and PRPs Management achieving zero cross-contaminationAdept in working with Sage X3/Harvest IT/QMS toolsImplemented of 5S methodology thus increasing factory hygiene significantlyUsed problem solving tools and lean six sigma to reduce defects in products and increase Overall Equipment Efficiency (OEE) above 80%Coached and Supervised Cross-functional team; achieving Best Team coach in 2022 (Kymulot Factory)Dedicated to product quality leading to overall increased prices in 2022 (Kymulot Factory)Formulated, Implemented, and ensured Compliance with Good Manufacturing Practices (GMPs) gaining ISO certifications Exibir menos

• 

  Browns Plantations

  Jan 2023 - now

  Factory Quality Assurance Specialist

  Optimum running of the Food safety Management system (FSMS) leading to a reduction of Customer complaints from by 70%Build towards achieving World Class Manufacturing Undertake all requisite quality assurance testing of raw materials, Made products and packaging materials.Maintenance of food quality and food safety records to the required standards.Formulate standard operating procedures (SOPs) for factory operations.Documenting customer complaints and following up on corrective actions.Studying and analysing comments as raised by Customers with a view to updating factory personnel on trends and taking note of any special actions out of the norm to address each.Carrying out internal audits to check conformance of factory operations to FSSC 22000:2018 requirements.In consultation with other stakeholders, make audit plans and prepare auditees for internal and external FSSC 22000:2018Drawing up of calibration schedule for the testing equipment and ensure internal and external calibrations are done as per the schedule.Preparations of lab reports. i.e. certificate of analysis (COAs)Environmental, Occupational Health and Safety Champion thus achieving Zero Accidents and reduced incidents by 85%Building and maintaining a disciplined and motivated maintenance team.Ensure compliance to all existing accreditation/ standards in the plant achieving zero non-compliances in external audits Exibir menos