Customer Service and Operations Executive - Kentex Cargo Ltd
(2024-08 - 2026-06)
- Resolved 50+ daily customer inquiries via phone, email, and chat, providing accurate shipment updates and driving first-contact resolution.
- Coordinated with operations, customs, and last-mile delivery teams to streamline order communication and improve customer satisfaction.
- Managed customer correspondence through Zoho CRM, ensuring timely, professional resolution of inquiries and complaints.
- Captured and verified shipment and client data across internal systems, maintaining accuracy and reliability for high-volume daily transactions.
- Maintained structured spreadsheets and tracking logs to monitor shipment status and operational updates in real time.
- Audited operational data entries for accuracy and consistency, proactively identifying and resolving discrepancies to reduce delays.
Sales Associate - Deichmann
(2023-11 - 2024-07)
- Surpassed monthly sales targets through proactive customer engagement and upselling, boosting overall store performance.
- Processed high-volume POS transactions with 100% accuracy across cash and digital payments.
- Resolved product returns and complaints through effective follow-up, minimizing escalations and strengthening retention.
- Delivered tele-support to repeat customers on stock availability and promotions, enhancing satisfaction.
Shop Assistant - Naivas Food Market
(2021-06 - 2023-01)
- Maintained 98% shelf availability through structured stock monitoring and timely replenishment.
- Resolved pricing discrepancies and customer complaints at point of sale, improving overall satisfaction.
- Coordinated orders with wholesalers and retail customers, enhancing purchasing efficiency.
- Streamlined sales reporting and operational updates with supervisors, improving team communication.
Customer Service Representative - Smiles Gift Shop Kenya
(2020-08 - 2021-08)
- Established Smiles Gift Shop Kenya, providing unique gifting solutions for individual and corporate clients and building a loyal customer base.
- Managed daily operations, including order tracking, inventory updates, and customer communications, to ensure consistent service quality.
- Resolved consumer complaints professionally, strengthening customer loyalty and protecting brand reputation.
- Managed social media platforms to boost customer engagement and expand promotional reach.
Receptionist - Illusion Spa
(2020-01 - 2020-05)
- Served as first point of contact for clients, delivering a professional, welcoming experience.
- Coordinated bookings, payments, and record-keeping for seamless client service.
- Maintained organized documentation and administrative support for daily spa operations.
- Administered beauty and relaxation treatments to enhance client satisfaction.
IT Attaché - Sarova Group of Hotels
(2019-01 - 2019-05)
