Nicettah Kabura

A versatile and conscientious administrative assistant, team manager, virtual assistant, and customer experience consultant and trainer with 4 years of experience in customer service, marketing, business administration, and operations management. I possess an innovative approach to problem-solving and extensive experience in a variety of administrative and customer service roles. I am also a self-motivated, reliable, and enthusiastic team player and I am a sensitive listener experienced in dealing with people from diverse backgrounds. I can provide high levels of customer care and administrative assistance to both internal and external customers while managing challenging situations with confidence and maturity. With sound organizational and time management skills, I handle large and demanding workload whilst paying great attention to detail and quality standards.

CLIENT SERVICE OFFICER/ADMINISTRATIVE ASSISTANT, MAYFAIR ASSET MANAGERS

May 2023–September 2023

1. Building and maintaining positive client relationships by understanding their needs and providing appropriate solutions and recommendations.
2. Executing client account servicing activities within appropriate time frames.
3. Updating the client databases with the required client documentation. 
4. Onboarding of clients and client accounts opening.
5. In charge of Compliance for all client KYC requirements.
6. Maintenance of accurate and complete account records, and imaging documents.
7. Generating and sending out receipts and statements to clients.
8. Working with the portfolio and operations departments to get any information required to fulfill client requests.
9. Addressing the requirements of each activity in a timely fashion and in strict adherence to the compliance guidelines and procedures.
10. Reviewing and maintaining client records and information on all applicable client servicing systems.
11. Ensuring appropriate and required documentation is collected and filed.
12. Writing and distributing emails, letters, and forms.
13. Designing company posters, invites, and other marketing documents.
14. Managing and organizing scheduled meetings and appointments.
15. Coordinating with contractors to ensure smooth project workflows.
16. Performing data entry and filing tasks.
17. Maintaining inventory of office supplies and facilities supplies.

Performing any other administrative tasks as needed

ADMINISTRATIVE ASSISTANT, CEDAR BUILDING SERVICES

January 2023–September 2023 (Part-time)

1. Responding to customer inquiries and support requests in a timely and professional manner.
2. Writing and distributing emails, correspondence memos, letters, and forms.
3. Assisting in the preparation of regularly scheduled reports.
4. Organizing front-desk filing systems.
5. Managing and organizing emails, files, and other important documents.
6. Managing and organizing schedules, meetings, and appointments.
7. Updating and tracking project statuses, deadlines, and schedules.
8. Coordinating with team members and clients to ensure smooth project workflows.
9. Emailing building office for maintenance requests and complaints.
10. Professionally handling delicate situations, such as: customer requests, special needs accommodations, and complaints.
11. Performing data entry and filing tasks.
12. Managing the office calendar and maintaining inventory of office supplies and facilities supplies.
13. Performing other administrative tasks as needed.

CUSTOMER SERVICE CONSULTANT/ TRAINER, TEMBEQA LTD

September 2022–March 2023 (Part-time)

1. Conducting training for the CSR on appropriate customer service practices.
2. Supporting in the startup of a customer service department.
3. Identifying individual and team skills gaps, providing coaching/guidance on the gaps and helping the team set attainable goals.
4. Developing and maintaining training materials and programs.
5. Maintaining updated records of training curricula and material.
6. Working with the sales team to develop effective sales strategies.
7. Managing Customer service Skill development for employees.
8. Providing quality assurance on services from the customer service reps.

CUSTOMER SERVICE Team MANAGER, CCI KENYA (SHUTTERFLY & INSTACART COMPANIES)

August 2021–March 2023

1. Supervising the day-to-day operations of my team and ensuring the achievement of all. 
2. Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis. 
3. Creating effective customer service procedures, policies, and standards.
4. Staying informed on the latest industry techniques and methods aiding in developing/improving the quality of customer service being provided. 
5. Answering questions and guiding representatives through difficult calls/chats/emails encountered during contact.
6. Assessing service statistics and preparing daily/weekly and monthly detailed reports. 
7. Supporting the customer service team in resolving escalated issues and complaints and ensuring prompt turn around for all services requested with consistent quality. 
8. Diffusing angry customers, or handling issues that cannot be fielded by representatives.
9. Assisting other management team members in identifying trends and establishing call center goals.
10. Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
11. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
12. Taking on other tasks or projects to support employees, other managers, and call center operations.

Contact Center Agent, CCI Kenya (SAKS OFF 5TH AVENUE)

June 2020–June 2021

1. Making outbound calls and follow-ups on customers to ensure full issue resolution.  
2. Receiving inbound client queries and working on resolving issues raised.  
3. Responding to customers calls, emails, SMS and chats to resolve raised issues.
4. Chatting with customers who have reached out via social media to get their issues resolved/provide more information on any inquiries made. 
5. Ensuring customer details are well captured in the system/documentation.  
6. Ensuring standard operating procedures (SOPs) are adhered to in handling customers.  
7. Working closely with other departments in ensuring customer complaints are fully resolved on time.  
8. Providing marketing/upselling services to customers under all Lines of Business.
9. Assisting in the preparation of accurate Daily, Weekly and Monthly reports.  
10. Following up and reporting on incident occurrences. 
11. Assisting in training/coaching some members of the team when needed.  

BILLER/RECEPTIONIST, NAIROBI METROPOLITAN SERVICES 

January 2020–May 2020

1. Maintaining a good customer experience by responding to customers’ inquiries/feedback received via call, SMS, or emails. 
2. Processing of Nairobi city county payments e.g., parking penalties, health permits, business permits etc. 
3. Billing of payments to be made by customers.  
4. Receipting payments made to Nairobi city county e.g., health certificates, business permits, fines etc. 
5. Printing and giving out necessary documents after payment e.g., Business Permits. 
6. Solving any technical issues occurring in the parking department.  
7. Physically attend to customers and assist them in making payments. 

VOLUNTEER, ATTACHMENT | TICKETING AGENT, WILSON AIRPORT

October 2019–January 2020

1. Making and confirming travel arrangements/bookings for passengers. 
2. Planning routes using computer systems and manuals. 
3. Answering customer inquiries on travel arrangements and selling of tickets to the passengers. 
4. Directing passengers to assigned places for boarding and determining seating availability. 
5. Announcing arrivals and departures. 
6. Helping passengers plan for their trips and confirming reservations. 
7. Re-booking tickets and other arrangements.

ATTACHMENT | ADMINISTRATIVE ASSISTANT, MINISTRY OF TOURISM STATE DEPARTMENT OF KENYA

June 2019–September 2019

1. Planning of every week's activity by using a time and activity-based timetable. 
2. Organizing and maintaining office supplies and records storage facilities to ensure efficient operation of the department. 
3. Receiving and filing incoming mailings such as bills, invoices, and statements to keep track of the finances in the director's office. 
4. Acting personal assistant to the director of administration of ministry of tourism state department of Kenya.  
5. Conducting research, providing findings, and submitting daily reports on office activities.  
6. Recording of documents, goods leaving or being received at the office as well as visitor details.  
7. Listening and recording of any grievances or appreciations made by the clients/visitors.  
8. Receiving, delivering and forwarding calls and mails to the director.  
9. Drafting, writing and dispatching of memos and letters from the director's office to other offices. 
10. Booking of meetings and sending telephone or online messages and mail to other departments.