Throughout my career, I have had the opportunity to work in diverse industries and departments, gaining extensive experience in areas such as Customer Management (Service, Experience & Success), Human Resources, Office Administration Management, Agriculture, Logistics, and Operations Management. My exposure to these different fields has allowed me to develop a versatile skill set and a deep understanding of the complexities involved in running successful operations.
Accurately capturing orders on the Amitruck platform.
Matching drivers to customer requirements.
Timely gathering and submission of reports, invoices, and delivery notes to the appropriate platform.
Supervising the loading and offloading process by routinely visiting customer premises.
Resolving operational matters in a timely manner.
Gathering market intelligence on trends, competitors, and regulatory changes.
Identifying and pursuing new business opportunities within assigned accounts.
Collaborating closely with customer service representatives to address driver and fleet-related matters.
Cooperating with the finance department by providing timely and accurate information upon request.
Escalating bottlenecks to management, product, and tech teams for collaborative problem-solving.
Complying with People Operations processes and guidelines related to workplace conduct.
Handling on-demand requests from clients, managing daily attendance, and monitoring fuel consumption for assigned fleet.
October 2021 to March 2022
Amitruck Limited
Position: Customer Service Lead
Responsibilities:
Drive Amitruck's strategy and approach to customer experience, acting as the chief customer experience champion and advocate.
Identify, design, and implement strategic opportunities to enhance customer service for stakeholders.
Share customer service insights with Amitruck's stakeholders and the team to inform decision-making.
Identify and recommend updates and expansions to technology, equipment, and policies to improve customer service and retention.
Draft and implement the department's budget, prioritizing department needs and aligning with overall company goals.
Manage and lead Amitruck's customer service teams, providing coaching, training, and support.
Ensure that all customer service processes are outlined, followed, and measured to achieve customer experience goals.
Train and onboard new staff in customer service and operations, ensuring smooth integration into the team.
Monitor and report on customer service performance metrics to identify areas for improvement and implement corrective actions as needed.
March 2021 To September 2021
Amitruck Limited
Position: Customer Service Associate
As a Customer Service Associate I was the first point of contact for customers, providing exceptional service and support. I was responsible for resolving customer inquiries, processing orders, and ensuring accurate data management in the CRM system. Additionally, I contributed to process improvements and provide valuable feedback to help enhance Amitruck's products and services.
Responsibilities:
Respond promptly and professionally to all inbound customer queries via phone, email, or chat, providing accurate information and resolving issues effectively.
Process new transport orders on the Amitruck platform, ensuring accuracy and efficiency.
Ensure that all tickets raised on the CRM are resolved in a timely manner and communicate updates to the customer.
Maintain accurate and up-to-date customer information in the CRM system, ensuring data integrity.
Collaborate with operations associates to support new driver onboarding and address driver queries related to deliveries, fuel requests, and advances.
Monitor and respond to posts made on Amitruck social media platforms, escalating as necessary.
Gather and escalate actionable insights from customer feedback to help improve Amitruck's products and services.
• Proactively suggest appropriate improvements to business processes and work tools to enhance customer service efficiency.
February 2020 To Date
Karura Trees Arboretum
Position: Administrator
Responsibilities:
Oversee administration and marketing at the arboretum facility, managing day-to-day operations and leading a team.
Maintain organized files, plant records, and labels.
Develop and implement educational programs about plants and trees on social media for effective marketing and communication.
Key Achievements:
Successfully marketed Karura trees through social media, consistently updating content, increasing awareness, and gaining valuable marketplace insights, while also increasing social media followers and engagement for the Arboretum by 35% through effective marketing strategies.
April 2019 To January 2020
MERAKY HEALTHCARE LIMITED
Position: Human Resource, Administrator, Finance Assistant & Executive Assistant.
Responsibilities:
Human Resources:
Manage staff recruitment process, from shortlisting to induction and training
Support company workforce planning, development, and compliance with CEO's decisions
Implement induction and training methods, and maintain updated staff data
Gather and organize payroll data, assist with performance evaluations
Administration:
Oversee all administrative tasks in compliance with CEO's directions
Enforce company policies and procedures, establish and maintain filing and information flow systems
Coordinate board meetings, manage telephone calls, provide customer care service and marketing support
Prepare and edit letters, reports, memos, and emails, schedule meetings, make travel arrangements
Finance:
Invoice sales, record purchases, expenses, and payments in QuickBooks
Handle petty cash, office rent expenses, and employee payments
Monitor sales, inventory, and quotations from potential sellers
Follow up on payments, ensure timely payments to suppliers and delivery personnel
Assist with sourcing (procurement), dispatching of products, and occasional deliveries
Key Achievements;
Contributed to setting up an accounting system and establishing necessary controls
Created user-friendly application forms and questionnaires for staff recruitment
Created a detailed weekly planner form for sales representatives
Demonstrated excellent customer service skills in supporting marketing department
Helped reduce outsourcing costs by effectively updating QuickBooks and performing daily closure and balancing tasks.
March 2018 To April 2019
Agri & Cooperative Training and Consultancy Services(Co-operative University)
Position: Human Resources & Administration Intern
Responsibilities:
Maintained an organized filing system
Produced and distributed memos, letters, and forms
Assisted in gathering payroll data
Conducted onboarding for new interns
Assisted in conducting background checks during the recruitment process
Prepared payment vouchers
Education
Bachelors Degree in Business Administration Management.
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