Esther Muyodi

As a highly motivated and skilled graduate with a Bachelor's degree in Public Administration and Leadership
from JKUAT, I bring a strong foundation in administrative principles, effective leadership, and a passion for
making a positive impact in the public sector. With a keen understanding of government & private sector
operations and a commitment to public service, I am ready to contribute to the success of any organization or
team in the field. Fast- hand experience in
 Policy Development and Analysis.
 Performance management.
 Leadership and Management
 Organizational Development
 Financial Management

Overall roles and responsibilities
1. Team Leadership:
 Provide guidance, support, and mentorship to a team of customer care representatives.
 Set clear performance expectations, goals, and objectives for the team.
 Conduct regular performance evaluations and provide constructive feedback for individual and team
development.
 Foster a positive work environment that promotes teamwork, collaboration, and continuous improvement.
2. Customer Issue Resolution:
 Handle escalated customer issues and complaints, demonstrating empathy, professionalism, and a
commitment to resolving their concerns.
 Investigate and analyze customer feedback and complaints to identify recurring issues and areas for
improvement.

Administration Assistnat | Lake Victoria North Water Works Development, Jan 2020 – April 20120.
 Collaborate with other departments, such as sales, product development, and operations, to resolve complex
customer issues and ensure timely and satisfactory resolutions.

3. Customer Care Operations:
 Develop and implement customer care processes, procedures, and standards to enhance service quality and
efficiency.
 Monitor key performance indicators (KPIs) related to customer satisfaction, response time, first-call
resolution, and other relevant metrics.
 Identify opportunities for process improvements and implement strategies to optimize customer care
operations.
 Ensure adherence to established service level agreements (SLAs) and customer care policies.
4. Customer Relationship Management:

(2016-2021).
Bachelor of Science in Public Administration and Leadership.
Jomo Kenyatta University of Agriculture And Technology.
National Public University.
 (2012-2015).
Kenya Certificate of Secondary Education (K.C.S.E),
St Anne’s Kisoko Girls High School, Busia, Kenya
Extra County School.