Barbra Nyambura

Popote Innovation: Supervisor Customer Service
January 2018 – Present
Duties and Responsibilities
• Manage a call Centre and lead a team to deliver excellent Customer Service
• Plan work schedules for around-the-clock operations of staff. Monitoring Popote dashboard and Mpesa website.
• Training of new Call center agents and associates.
• Handling top priority accounts and clients with efficiency
• Develop, coach and motivate call center agents to improve and measure performance.
• Efficiently and pleasantly dealing with inbound and outbound calls through multiple channels.
• Development of marketing and customer service content for better delivery of the product and brand.
• Organized the workflow to meet customer timelines.
• Operations, ensuring all issues are closed on CRM and management of company back-end data.
Popote Innovation: Customer Service Representative
January 2016 – Dec 2017
Duties and Responsibilities
• Resolve client’s complaints via phone, email, or social media.
• Use telephones to reach out to clients and verify account information.
• Advise on company information.
• Monitoring Popote dashboard and M-pesa website.
• Suggest solutions when a client has an error on his/her account.
• Inform client of deals, promotions and Site/App upgrade.
• Sell products and services to new and interested clients.
• Compile reports on overall client satisfaction.
• Data mining.
• Data entry.
Popote Innovation: Data Entry Clerk
October 2015 – To Dec 2015
Duties and Responsibilities
• Maintain and update workflow record regarding work completed and work pending.
• Assist other administrative staff in filling, typing and other tasks as necessary.
• Input all sensitive data and accounting information into the database and electronic files.
• Pay attention to detailed input data correctly and accurately.
• Input text and data from documents into separate spreadsheets, databases and electronic files.
• Compile, sort and organize data to be entered into the data base.
• Correct incorrectly entered data
Jayden Limited: Sales Consultant
June 2014- August 2015
Duties and Responsibilities
• Customer Representative at Safaricom shops.
• Activating Safaricom Mobile Lines.
• Selling of Mobile Phones.
• Marketing Safaricom Products;
I. Mshwari
II. Mpesa
III. Data Bundles etc.
Jipange Youth Groups: Youth Volunteer
December 2013-Present
Duties and Responsibilities
• Facilitating sessions on life skills and Behavior Change Communication during community outreaches
• Developing IEC materials for Civic Education Outreaches
• Counseling and educating young people in Soweto slums on the effects of Drug and
Substance Abuse
• Referring victims of Gender Based Violence and Child Abuse to the relevant
institutions for legal aid
• Creating awareness on Child protection and Disability mainstreaming through
Community Outreaches and Sensitization forums
• Chairperson of the Gender Committee under the Organization structure that seeks
to ensure Gender inclusivity in all of the group’s programs and activities

Jan 2016 – Nov 2017: Nairobi Aviation College
Diploma in front office & Customer service
Jan 2013 - July 2013: The Cambridge Institute of Management
Computer Packages
2009 – 2012: Kayole South Secondary School
Kenya Certificate of Secondary Education
2001 – 2008: Martin Luther Primary School
Kenya Certificate of Primary Education