Damaris Vulimu

Results-oriented Customer Service and Client Relations Professional with progressive experience in customer engagement, call-centre operations, relationship management, complaint handling, collections, sales support, administration and hospitality. Experienced in serving customers through telephone, face-to-face and digital communication channels, responding to enquiries, resolving complaints, providing product and service information, managing customer expectations and maintaining positive client relationships. Strong background in working with customer accounts, handling sensitive conversations, identifying customer needs, communicating solutions and meeting daily, weekly and monthly performance targets.

Complemented by a Bachelor of Science in Food Service and Hospitality Management and practical experience in fast-paced, customer-facing environments. Known for professionalism, emotional intelligence, active listening, attention to detail, adaptability and the ability to remain calm and solution-focused when dealing with challenging customer situations.

Debt Collector & Call Centre Executive - Spectrum Credit Limited

(2025-12)

• Manage customer relationships across an assigned portfolio while maintaining professionalism and customer satisfaction.
• Conduct inbound and outbound calls to customers regarding outstanding accounts and payment arrangements.
• Communicate clearly with customers to understand their circumstances, concerns and payment challenges.
• Explain available payment options and negotiate appropriate repayment arrangements.
• Handle customer complaints, objections and difficult conversations calmly and professionally.
• Provide prompt and accurate responses to customer enquiries.
• Maintain detailed and accurate records of customer interactions and follow-up activities.
• Prepare daily call reports and ensure all customer engagements are properly documented.
• Work consistently toward daily, weekly and monthly performance targets.
• Follow up with customers to ensure agreed payment arrangements are maintained.
• Build positive customer relationships while balancing business requirements with customer needs.
• Support customer retention through effective communication and relationship management.
• Collect and communicate customer feedback to support service and product improvement.
• Conduct market and industry research to identify customer and competitor trends.
• Assist in identifying opportunities for improving products, services and customer experience.
• Demonstrate emotional intelligence when handling customers experiencing financial difficulties.

Administrative Assistant & Executive Personal Assistant - Mikeline Detergents Limited

(2024-01 - 2025-12)

• Served as a primary communication point between customers and the organization.
• Responded to customer enquiries and provided accurate information regarding products, services and orders.
• Followed up on customer requests to ensure issues were resolved within appropriate timelines.
• Maintained professional communication with customers, suppliers, staff and other stakeholders.
• Assisted with quotations, receipts, orders and customer documentation.
• Coordinated customer orders with branches, logistics and internal departments.
• Liaised with the logistics team to ensure timely dispatch and delivery of customer orders.
• Supported sales activities through product promotion and social media engagement.
• Assisted with customer relationship management and follow-up activities.
• Maintained accurate physical and electronic customer and business records.
• Managed telephone and email communications.
• Coordinated appointments, travel arrangements and executive schedules.
• Assisted in organizing meetings and responding to enquiries from internal and external stakeholders.
• Supported the Human Resources department with employee-related enquiries and administrative requirements.
• Maintained office supplies and ensured smooth day-to-day administrative operations.
• Handled confidential business and customer information with discretion.

Front Desk Operative & Administrative Assistant - Smart Printers Limited

(2021-10 - 2023-12)

• Served as the first point of contact for customers, visitors and external stakeholders.
• Welcomed and assisted clients professionally while ensuring a positive customer experience.
• Handled telephone enquiries and directed customers to the appropriate departments or personnel.
• Responded to customer questions and provided relevant information about company services.
• Managed customer concerns and ensured enquiries were escalated appropriately when necessary.
• Maintained customer records, telephone directories and communication logs.
• Monitored visitor flow and maintained professional front-office standards.
• Prepared and managed customer-related documentation and records.
• Assisted clients with service-related enquiries and administrative requests.
• Supported tender and contract documentation processes.
• Maintained accurate filing systems and ensured important records were easily accessible.
• Prepared invoices, Goods Received Notes and purchase-related documentation.
• Used Microsoft Excel, QuickBooks and Sage 300 for administrative and business processes.
• Maintained and updated company price lists to support accurate customer quotations and cost estimates.
• Coordinated with accounts, IT, procurement and other departments to resolve operational issues affecting customers.
• Organized refreshments and hospitality services for clients and visitors.
• Maintained a welcoming and professional reception environment.
• Supported senior management with customer and stakeholder engagement.
• Recognized by senior management for professionalism and strong service delivery.

Data Associate - Sama AI / Sama Source Limited

(2020-03 - 2021-09)

• Processed large volumes of customer-related and digital data according to client specifications.
• Maintained high levels of accuracy and attention to detail while working under production targets.
• Reviewed data for errors and corrected discrepancies according to established procedures.
• Conducted periodic quality audits to ensure accuracy and compliance with client requirements.
• Reviewed client feedback and incorporated required changes into daily workflows.
• Documented issues and escalated technical or process-related concerns to senior team members.
• Conducted online product research across various e-commerce platforms.
• Maintained data integrity and confidentiality in accordance with cybersecurity procedures.
• Worked collaboratively with team members to achieve quality and productivity targets.
• Demonstrated strong analytical, research and problem-solving skills.

Restaurant Associate - Eastland Hotel

(2019-05 - 2020-02)

• Provided direct customer service to hotel guests in restaurant and VIP dining environments.
• Welcomed guests and ensured they received professional and personalized service.
• Assisted with guest enquiries, seating arrangements and service requests.
• Took customer orders accurately and communicated special requirements to relevant departments.
• Responded promptly to guest concerns and worked with colleagues to resolve service issues.
• Coordinated with kitchen and cashier teams to ensure timely service.
• Processed cash, credit and debit-card payments using POS systems.
• Checked customer bills and resolved billing questions.
• Communicated available payment methods to customers.
• Reconciled cash and sales at the end of shifts.
• Assisted in training new employees on customer-service and operational standards.
• Took responsibility for leading shifts during busy periods and in the absence of supervisors.
• Maintained a clean, professional and welcoming customer environment.

Waitress | Cashier | Reservations Personnel | Shift Leader - Seagull Coffee Gardens & Restaurant

(2017-01 - 2018-12)

• Delivered direct customer service across restaurant, bar, reservations and events operations.
• Welcomed customers and responded to enquiries regarding services and menu offerings.
• Managed reservations and confirmed appointments by telephone and email.
• Maintained customer records and appointment information.
• Handled customer payments, cash and card transactions.
• Issued receipts and responded to billing enquiries.
• Communicated customer orders and special requests accurately to the kitchen.
• Identified customer needs and recommended appropriate products and services.
• Supported upselling and cross-selling activities.
• Responded to customer concerns promptly and professionally.
• Assisted customers while waiting and ensured their needs were attended to.
• Communicated promotions, new services and available offers to customers.
• Supported customer-service activities during weddings, graduations, birthdays, bridal showers, chamas and other events.
• Trained new employees on customer-service and operational procedures.
• Served as a shift leader during restaurant operations and events.
• Maintained a professional, clean and welcoming customer environment.

Bachelor of Science - Food Service & Hospitality Management - Jomo Kenyatta University of Agriculture and Technology (JKUAT) (2015-01 - 2020-12)

Professional Computer Training - Microsoft Office, Email, Internet Applications, Web Design, Web Hosting - World International College (2014-02 - 2014-05)

Kenya Certificate of Secondary Education (KCSE) - Moi Girls Nyabohanse High School (2011-01 - 2014-12)