Imelda Kaari

Results-driven Customer Service and Sales Administration professional with experience managing customer accounts, order processing, invoicing, data management, payment administration, logistics coordination, and executive support within a fast-paced manufacturing environment. Proficient in SAP ERP, customer relationship management, financial administration, and cross-functional collaboration. Recognized for strong attention to detail, exceptional organizational skills, and the ability to manage multiple priorities while delivering outstanding customer experiences.

Customer Service (Sales Administration) at Printcare Packaging East Africa Ltd (2024-05 – Present)

• Processed and managed customer orders using SAP ERP, ensuring accuracy in pricing, quantities, and production specifications
• Created sales orders, invoices, credit notes, service invoices, and export-compliant documentation
• Managed finished goods tracking and coordinated order flow from entry to dispatch
• Maintained Bill of Materials (BOM) and routing data to support production processes
• Handled 45–70 calls daily and over 50 emails per day, providing real-time updates on orders
• Managed customer complaints through structured processes, including root cause analysis and CAPA reporting, improving complaint resolution turnaround and customer trust
• Acted as the primary liaison between customers and internal teams to ensure timely service delivery
• Processed customer requests, order amendments, and booking confirmations
• Coordinated appointments and tracked timelines to ensure service efficiency
• Managed client communication and follow-ups to enhance customer experience
• Maintained high performance against internal KPIs including response time, resolution rate, and customer satisfaction
• Coordinated with production, dispatch, and finance teams to ensure on-time order fulfillment
• Tracked deliveries and proactively updated customers on shipment progress
• Booked couriers and managed sample deliveries
• Supported export and logistics processes through accurate documentation and invoice coordination
• Liaised with finance on invoicing, payments, and account-related issues
• Compiled monthly invoice reports to support VAT return processes

Call Center Agent at CCI Kenya (2023-04 – 2023-11)

• Managed high volumes of inbound and outbound calls while meeting service quality KPIs
• Maintained accurate CRM records using Salesforce and Zendesk
• Resolved customer issues efficiently while ensuring excellent customer experience
• Conducted follow-ups and maintained detailed interaction logs

Customer Service Representative at De La Rue Kenya EPZ (2021-01 – 2022-03)

• Managed customer accounts, pricing, and billing records in a regulated environment
• Coordinated with production and finance teams to ensure timely job completion and invoicing
• Maintained compliance with strict data protection and audit requirements
• Prepared and maintained audit-ready documentation and reports

Certified Nursing Assistant (CNA) at St. Jude's Hospital (2019-12 – 2020-12)

• Maintained accurate records and supported coordination in a high-compliance environment
• Assisted with documentation, scheduling, and reporting

CPA in Accounting

KCSE Certificate