My achievements here
Experienced professional with over 5 years in customer service, 1 year in business development and a year in a busy call center. Currently pursuing a data analytics course to complement a certificate in IT and specialized training in digital customer service. Proven track record of fostering collaboration, problem solving and delivering quality results.
KEY SKILLS
Analytical Problem solving SQL
Administrative Microsoft office Data visualization
Communication Customer Service Python
PROFESSIONAL EXPERIENCE
Administrator Jan 2024 - April 2024
Clips Beauty College Nairobi, Kenya
• Oversee student enrollment processes, maintaining accurate records, and ensuring compliance with regulatory standards in the beauty education sector.
• Manage daily administrative tasks, including scheduling appointments, handling inquiries, and coordinating events to facilitate a smooth learning environment for both students and staff.
• Collaborate with instructors and support staff to implement and improve administrative procedures, fostering an organized and conducive atmosphere for effective beauty education delivery.
Nakala Analytics Aug 2023 - Jan 2024
Business development Officer Nairobi, Kenya
As a Business Development Officer at Nakala Analytics, I played a pivotal role in driving sales of Software as a Service (SaaS) solutions to businesses. Leveraging strategic insights and effective communication, I successfully engaged with clients, fostering relationships and contributing to the growth of Nakala Analytics within the competitive SaaS market.
• Sales Strategy Development: Formulated and executed effective sales strategies, identifying target markets and devising approaches to promote Nakala Analytics' SaaS offerings to businesses.
• Client Engagement and Relationship Building: Cultivated and maintained strong relationships with clients, understanding their needs, and ensuring the alignment of Nakala Analytics' solutions with their business objectives.
• SaaS Product Knowledge and Presentation: Demonstrated in-depth knowledge of SaaS products, effectively communicating features and benefits to potential clients through compelling presentations and discussions.
• Sales Performance Analysis: Conducted ongoing analysis of sales performance, utilizing data- driven insights to refine sales approaches, improve conversion rates, and contribute to the overall success of Nakala Analytics in the competitive SaaS market.
Sandstorm Africa Ltd Aug 2021-Oct 2023
Customer service and Retail Assistant Nairobi, Kenya
With a solid foundation as a Customer Service and Retail Assistant for two years, I have honed my interpersonal and communication skills while providing exceptional customer support. My experience in these roles has equipped me with the ability to thrive in dynamic environments, ensuring positive customer interactions and contributing to the overall success of the team.
• Customer Issue Resolution:
Objective: Achieve a 90% customer issue resolution rate within the first contact.
Key Performance Indicator (KPI): Track and report on the percentage of customer issues resolved during initial contact, ensuring a swift and effective resolution process.
• Promotion and Brand Turnover:
Objective: Increase brand turnover by 15% through successful promotion presentation and conversion.
KPI: Monitor and assess the impact of promotional efforts on customer engagement and conversion rates, aiming to meet or exceed the targeted turnover increase.
• Efficiency and Effectiveness:
Objective: Meet or exceed monthly KPI targets for efficiency and effectiveness in handling customer queries.
KPI: Regularly evaluate and report on key metrics, such as response time, query resolution time, and customer satisfaction, ensuring continuous improvement in the efficiency and effectiveness of customer service operations.
CCI Kenya June 2019-March 2021
Call Centre Agent Nairobi, Kenya
As a call center agent, responsible for delivering exceptional customer service by efficiently and professionally addressing inquiries, resolving issues, and ensuring a positive experience for callers.
• Customer Service Excellence:
Achieving a consistently high customer satisfaction rating through effective communication, with a target of maintaining a score above 90%.
• Issue Resolution:
Meeting a resolution rate of at least 80% for customer inquiries within a specified timeframe to enhance efficiency and meet service level agreements.
• Positive Caller Experience:
Striving for a minimum of 95% positive feedback from callers in post-interaction surveys, emphasizing the importance of creating memorable and favorable experiences.
EDUCATION
Diploma, Data Analytics 2022-2024
Azubi Africa Nairobi, Kenya
Certificate, Data Analytics 2023-2024
Google, Coursera Nairobi, Kenya
Certificate, Digital Customer Service Jun 2021-Aug 2021
Generation, Kenya
Certificate, Admin and Virtual Assistance Oct 2022-Dec 2022
ALX Africa Nairobi, Kenya
LANGUAGES
English Proficient
Kiswahili Proficient
German Intermediate
