Customer Service & Logistics Coordinator at Silverstone Tyres (2024-04 – 2026-02)
Worked in a hybrid customer service and operations role supporting a busy tyre sales and distribution company, managing customer orders, coordinating deliveries, and ensuring smooth communication between clients, warehouse teams, and drivers.
- Managed daily customer inquiries via phone, email, and in-person requests regarding tyre purchases, availability, pricing, and delivery timelines.
- Provided end-to-end customer support from order placement to delivery confirmation.
- Handled customer complaints related to delayed deliveries, incorrect orders, and product issues, ensuring timely resolution.
- Maintained strong customer relationships by offering updates, follow-ups, and clear communication throughout the service cycle.
- Recorded customer interactions and order details in internal systems and logs for accuracy and tracking.
- Ensured high levels of customer satisfaction through professional and responsive communication.
- Coordinated daily delivery schedules between warehouse staff and drivers.
- Processed and tracked customer orders from placement to dispatch and final delivery.
- Maintained accurate records of deliveries, returns, and pending orders.
- Communicated delivery instructions, changes, and updates between internal teams.
- Supported route planning and scheduling to improve delivery efficiency and reduce delays.
- Monitored order fulfillment progress and escalated issues affecting timelines.
- Assisted in managing inventory updates through coordination with warehouse teams.
- Ensured proper documentation of all dispatches including delivery notes and job cards.
- Helped reduce delivery errors by improving internal tracking and communication flow.
- Prepared daily and weekly reports on deliveries, order status, and customer issues.
- Maintained structured logs of customer requests and service outcomes.
- Supported management with operational data for decision-making.
- Assisted in improving internal workflows between sales, warehouse, and logistics teams.
- Improved customer response time through structured follow-up systems.
- Reduced delivery miscommunication by strengthening coordination between drivers and warehouse.
- Maintained consistent service quality in a high-volume sales environment.
Customer Support Agent at CCI KENYA (JetBlue Airlines) (2023-04 – 2024-04)
Worked in an international call centre environment providing airline customer support for JetBlue passengers.
- Handled 50–80 inbound calls daily for flight bookings, changes, cancellations, and travel inquiries.
- Resolved customer complaints including delays, refunds, baggage issues, and rebooking requests.
- Ensured compliance with airline policies and international aviation standards.
- Updated customer records using CRM systems and ticketing tools.
- Processed sensitive payment and refund information securely.
- Managed escalated and urgent travel disruptions under pressure.
- Collaborated with supervisors for complex case resolution.
- Maintained professionalism in high-stress and time-sensitive situations.
- Achieved customer satisfaction scores consistently above 90%.
- Assisted in training new agents on systems and communication protocols.
Operations & Administrative Officer at Sustainable Business Consulting (2022-06 – 2022-12)
- Provided executive administrative support including scheduling, communication, and coordination.
- Drafted reports, proposals, and client presentations.
- Managed office procurement, petty cash, and documentation systems.
- Coordinated meetings, workshops, and client engagements.
- Handled email communication and client follow-ups.
- Organized contracts, invoices, and project records digitally.
- Assisted in onboarding interns and consultants.
- Supported workflow improvement initiatives to enhance efficiency.
Intern at Ministry of Transport, Infrastructure, Housing, Urban Development & Public Works (2021-07 – 2021-12)
- Assisted in document filing, sorting, and official correspondence.
- Recorded meeting minutes and supported internal communication.
- Managed front desk duties and handled public inquiries.
- Maintained records including travel logs and movement registers.
- Supported administrative operations and data entry tasks.
