Experience

• 

  Kenya airways

  Jan 2010 - Jan 2010

  Costumer service intern
• 

  Onfon media limited

  Jan 2015 - Jun 2016

  • Attracted potential customers by answering product and service questions; suggesting information about other products and services.• Opened customer accounts by recording and verifying account information.• Maintained customer records by updating account information.• Resolved product issues (customer complaints) by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.• Compiled and provided reports on overall customer satisfaction.• Spearheaded business relationship management between corporate partners.• Monitored Key Performance Indicators and market analysis. Show less 𝗞𝗲𝘆 𝗖𝗼𝗻𝘁𝗿𝗶𝗯𝘂𝘁𝗶𝗼𝗻𝘀:• Strategized ways to build market share, increase revenue, and acquire success through innovative developments in organizational structure.• Facilitated sales presentations and communications for upcoming joint venture opportunities and collaborative business efforts.• Identified ways to build brand awareness through engaging campaigns that establish the company reputation, incite curiosity, and inform potential customers.• Established product loyalty through continual efforts to build, re-brand, modify, and increase product offerings in a way that is honest, competitive, and true to the company mission. Show less

  • Customer Service Executive

    Jul 2011 - Jun 2016

  • Business Development Executive

    Jan 2015 - Jan 2015
• 

  Fratres limited

  Oct 2016 - Nov 2019

  Finance and operations assistant

  𝗞𝗲𝘆 𝗖𝗼𝗻𝘁𝗿𝗶𝗯𝘂𝘁𝗶𝗼𝗻𝘀:• Organized and scheduled office and team activities. Managed special projects, including events planning and execution. • Ensured administrative and operational systems are in place and cost-effective. Suggested and helped implement ways to enhance work efficiency.• Checked expenditure and revenue to ensure accurate recording and disbursement of payments. Ensured that travel and cash advances and expense reports are prepared for and processed in a timely manner.• Served as an information resource on status of projects and products and draft a variety of standard project-related correspondence.• Provided support to the departmental teams, including scheduling of appointments, monitor documents for signature and approval; monitored and followed up on issues and priorities; handled incoming correspondence and internal and external queries; draft and handled routine correspondence.• Organized travel and meeting plans with internal staff and external stakeholders, developed detailed itineraries, and managed logistics related to the travel schedule and meeting including agenda scope and briefing materials. • Provided assistance in the implementation of the company’s program, including specialized support in task management, procurement, database management, system adaptation, reports assistance• Performed budgeting, projection and reconciliation of Petty Cash and reporting on the same. Formulated financial budget and tracked the appropriate utilization of the fund.• Spearheaded Daily Reconciliation of Mpesa, Bank Statements as well as Sales against collection. Managed Weekly Audit of LPOs, Cheques, Bank Statements and Inventory. Conducted Inventory Management of Fast-Moving Consumer Goods (FMCG). Show less

• 

  Zen mahitaji limited

  Dec 2019 - now

  Customer experience manager

  𝗞𝗲𝘆 𝗖𝗼𝗻𝘁𝗿𝗶𝗯𝘂𝘁𝗶𝗼𝗻𝘀:• Ensuring that all customers receive their deliveries on time and in full, that any potential failure is reported to the customer before they enquire about it.• Maintaining the high standards of customer service by immediately attending to and resolving customer issues within the set Turn Around Time (TAT). • Developing, implementing and reviewing business process initiatives to optimize departmental operations in accordance with overall business objectives.• Developing standard operating procedures (SOPs) for Customer service, logistics management, and order fulfilment to meet operational goals.• Providing clear direction and general guidance to the department in the formulation and implementation of procedures, and ensuring that these are translated and enforced into action to meet operational goals.• Overseeing daily order fulfilment activities, including order processing and shipping preparation.• Tracking inventory levels to prevent stock-outs and/or deadstock• Spearheading management of Best Route to Market.• Ensuring effective management of Corporate Key Accounts. Show less