Esther Muyodi

As a highly motivated and skilled graduate with a Bachelor's degree in Public Administration and Leadership from JKUAT, I bring a strong foundation in administrative principles, effective leadership, and a passion for making a positive impact in the public sector. With a keen understanding of government & private sector operations and a commitment to public service, I am ready to contribute to the success of any organization or team in the field. Fast- hand experience in

 Policy Development and Analysis.

 Performance management.

 Leadership and Management

 Organizational Development

 Financial Management

Overall roles and responsibilities

• Team Leadership:

 Provide guidance, support, and mentorship to a team of customer care representatives.

 Set clear performance expectations, goals, and objectives for the team.

 Conduct regular performance evaluations and provide constructive feedback for individual and team development.

 Foster a positive work environment that promotes teamwork, collaboration, and continuous improvement.

• Customer Issue Resolution:

 Handle escalated customer issues and complaints, demonstrating empathy, professionalism, and a commitment to resolving their concerns.

 Investigate and analyze customer feedback and complaints to identify recurring issues and areas for improvement.

Administration Assistnat | Lake Victoria North Water Works Development, Jan 2020 – April 20120.

 Collaborate with other departments, such as sales, product development, and operations, to resolve complex customer issues and ensure timely and satisfactory resolutions.

• Customer Care Operations:

 Develop and implement customer care processes, procedures, and standards to enhance service quality and efficiency.

 Monitor key performance indicators (KPIs) related to customer satisfaction, response time, first-call resolution, and other relevant metrics.

 Identify opportunities for process improvements and implement strategies to optimize customer care operations.

 Ensure adherence to established service level agreements (SLAs) and customer care policies.

• Customer Relationship Management:

(2016-2021).

Bachelor of Science in Public Administration and Leadership.

Jomo Kenyatta University of Agriculture And Technology.

National Public University.

 (2012-2015).

Kenya Certificate of Secondary Education (K.C.S.E),

St Anne’s Kisoko Girls High School, Busia, Kenya

Extra County School.