immanuel Account

Results-driven Customer Service & Front Office Professional with 3+ years of experience in client relationship management, operational efficiency, and team leadership. Proven track record in resolving 90% of customer complaints within 24 hours, optimizing workflows, and training teams to elevate service standards. Adept in CRM systems, Microsoft Office, and ERP tools. Seeking a mid-level role in Customer Operations or Administration to deliver measurable impact through problem-solving and process improvement.

Jumia Kenya | Customer Service Representative
 *2024 – July 2025* |  Nairobi

Achieved 90% complaint resolution within 24 hours, boosting customer satisfaction scores by 15%.

Trained 3 new hires on service protocols, reducing onboarding time by 20%.

Streamlined escalation processes, cutting average response time by 30%.

Managed multichannel support (phone/email/chat), resolving 50+ daily inquiries on orders, returns, and tracking.

Excell Limited | Front Office Administrator
 Jan 2023 – Dec 2023 |  Nairobi

Optimized appointment scheduling, reducing client wait times by 20%.

Managed office supply inventory, implementing cost-saving measures that reduced procurement expenses by 10% (KES 50,000 annual savings).

Handled front desk operations, including greeting visitors, directing inquiries, and maintaining professional office standards.

Bachelor’s Degree in Business Administration & Communication
Technical University of Kenya | 2020 – 2024
 Relevant Coursework: Accounts, ICT, Customer Orientation, Communication Skills.

 KCSE (Mean Grade: C+)
Kalulini Boy’s High School | 2017 – 2020

 KCPE (Marks: 314)
Olive Shoot Academy | 2008 – 2016