Damiana Mueni

Experience

• 

  Toyota Kenya Ltd.

  Oct 2006 - Apr 2010

  Administrative Assistant

  ● Handled 50 outbound Calls a day, with the weekly escalation of complaints to departmentalheads. ISO and Environmental Health Safety Branch Champion.● Oversaw and coordinated audits on EHS and ISO (including external Auditors) and managedaction plans arising from audits.● Branch Kaizen Champion- Managed and coordinated four teams on Kaizen idea submissionand consolidated reports for onward submission.● Organized and managed public relations events, resulting in increased brand awareness andimproved customer loyalty● Researched customer feedback to improve customer service standards, resulting in a 6%increase in customer satisfaction ratings. Show less

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  Toyota Kenya Ltd

  May 2010 - May 2017

  Customer Relations Officer

  ● Worked closely with the departmental heads to ensure closure of complaints as well as themonitoring countermeasures for effectiveness.● Took charge of internal relations in order to deliver the overall company vision to customers.Started the "CR Bulletin '' which was a quarterly publication, highlighting all Customer RelationshipManagement activities and best practice within all TKEN branches, enhancing the CustomerRelations agenda.● Part of the team that spearheaded the formation of a proper Call Centre which helped reachmore customers after-sales. The center had seven agents.● Trained New Call Centre agents and induct new employees into the organization for thedepartment. Custodian and auditor of TKEN Database in SAP.● Handled all email and online inquiries for various departments ensuring proper follow-up and eventual communication to the customer.● Organized high-end activities for customers to appreciate their patronage.● Reported to the business on Customer Satisfaction.● Handled Voice of Customer Reports and Resolution Reports and Balance ScoreCard. Carried out (BSC) reporting to the Distributor Support team in South Africa.● Made the budget that the team ran to ensure projects ran smoothly and provided for in thefinancial year.● Internal Customer Satisfaction Index Automation- Worked closely with a supplier to automate thedepartmental rating process to shorten the time taken in rating and consolidation of reports andensure objectivity and efficiency in the process.● CRM Software Research- In a bid to serve our customers better, the software would enableus to capture data more accurately and profile customers, creating a better avenue fortailor-making products and Retention activities for customers.● Organized and managed public relations events, resulting in increased brand awareness andimproved customer loyalty● Established a customer service protocol that reduced customer complaints by 20% increasing customer retention Show less

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  Diani Beach Hospital

  Jun 2019 - Sept 2020

  Executive and HR Assistant

  ● Staff on-boarding, offer letters and orientation achieving 100% onboard for all newhires. Handling minute taking and administrative support in all action areas arising.● Handling EHS and waste management coordination.● Carrying out supplier contract reviews.● Custodian of all employee files ensuring up to date information is captured.● Handling Branch administrative support.● Successfully implemented Offers as a HR support staff.● Initiated and implemented probation reviews for 30,60 and 90 days leading to 100% staffconfirmation. Initiated, championed and implemented the staff orientation process ensuring 100%of staff are inducted in their first month at work.● Managed the executive calendar and organized travel arrangements, resulting in astress-free experience for the executive Show less

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  Compassionate Ears

  Sept 2021 - Mar 2025

  Mental Health Counselor

  Providing supervised pro bono sessions to enhance counseling skills as an ongoing student counselor.

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  CCI Kenya

  Feb 2023 - now

  Performance Optimization: Improved system performance by 40% through timely anomaly detection and resolution.Cost Reduction: Reduced operational costs by 10% by identifying and addressing inefficiencies cause by lateness and system downtime.Revenue Increase: Contributed to 20% increase in revenue by providing actionable insights that led to reduced internet cost and agent caused downtime.Customer Satisfaction: Reduced customer complaints by 30% through proactive issue resolution and improved system reliability.Communication: Increased email, outlook and general communication with client through intra-day meetings to discuss campaign performance. This reduced complaints by 80%.Conformance management ensuring 95% to 105% lock target achievement. Show less ● Utilized scripts and other resources to answer customer questions and schedule appointmentsCreated and maintained up-to-date customer records, ensuring accuracy and consistency incustomer service● Answered customer inquiries in a timely and accurate manner, resulting in a 100% increase incustomer satisfaction● Developed an in-depth understanding of the company’s products and services, becoming thego-to source for questions and inquiries from internal stakeholders● Created a mentorship program to provide ongoing support to trainees● Monitored shrinkage, attendance and KPI achievement● Coaching sessions for agents arising from gaps in service delivery● Monitoring both Inbound and Outbound call quality for calibration and reportingpurposes● Participated in round table sessions resulting in new client intake and businessgrowth● Ensuring customer data protection policies are adhered to strictly Show less

  • Real Time Analyst

    Apr 2024 - now

  • Customer Service Team Lead

    Feb 2023 - Apr 2024