Customer operations and Systems Administrator
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Operations and administrative professional with experience across systems administration, customer operations, contract administration, and process documentation. Skilled in data management (Excel, Google Sheets/Docs/Forms/Drive), SOP and knowledge management development, risk mitigation, and cross-functional stakeholder coordination, with a consistent record of accuracy, organization, and measurable operational outcomes.
Customer Operations and Systems Administrator
Zidallie Technologies | Jan 2025 – Feb 2026
Served as central liaison between parents, schools, drivers, and company stakeholders, resolving high-volume inquiries during school weeks to maintain seamless operations
Coordinated daily carpool logistics for 15–20 families across approximately 10 schools, ensuring reliable, on-time transport
Administered service contracts with schools, tracking terms, performance, and vehicle-hire agreements
Partnered with third-party vendors to develop and implement a smart card system enabling schools and parents to track student movement in real time
Collaborated with developers to design and train two mobile applications (parent-facing and driver-facing) and a web platform for school vehicle/student tracking; managed backend administration across all platforms
Collected, grouped, and input parent/school data into company databases via Excel and Google Forms with high accuracy
Developed and maintained SOPs and knowledge management documentation for accidents, breakdowns, onboarding, and escalations; created operational playbooks that reduced bottlenecks and supported expansion into new Nairobi areas
Supported risk management by documenting incident/escalation protocols and arranging insurance coverage for students using school transport
Coordinated company events, including a parent open day and a driver training day, to strengthen stakeholder engagement
Drove customer retention through personalized communication (WhatsApp, email, Facebook) and feedback loops, achieving 80% retention KPI while onboarding new clients via booking forms and partnerships
Achieved sub-1-hour resolution times and 90%+ customer satisfaction; optimized processes using the Zidallie Admin App, Tracker, and dashboards; conducted audits and cross-departmental training sessions
Mankush Boutique and Money Services | Dec 2022 – Apr 2024
Provided personalized customer service assisting clients with outfit selection and styling, maintaining 100% accuracy in cash transactions, deposits, and withdrawals
Conducted inventory audits, resolved operational issues, and maintained stock levels to support smooth store operations
Soldout Ministries | Apr 2021 – Nov 2022
Managed daily social media presence across Facebook, Instagram, WhatsApp, TikTok, and the organization's website
Shot and edited weekly content, created posting schedules, analyzed weekly analytics, and developed strategies to boost reach and engagement
Nov 2020 – Mar 2021
Resolved customer inquiries, processed orders, and provided product knowledge via web chat and phone calls
Logged call and interaction data in structured spreadsheets, tracking call volume, outcomes, and escalations per shift with high accuracy
Maintained detailed records of interactions and provided feedback to improve service efficiency across channels
Coberts Designs | Oct 2019 – Oct 2020
Managed store media presence on Instagram, Facebook, and the website; monitored engagement and reported weekly metrics
Oversaw store operations including accounts, stock-taking, customer inquiries, sales, and deliveries; ran SEO-driven marketing campaigns using keyword strategies
Jun 2018 – Sep 2018
Gained hands-on experience in large-scale crop maintenance, pest and disease control, and flower export processes and systems
Collaborated on research into new crop varieties and sustainable horticultural methods, including hydroponics
Bachelor of science - horticulture with IT - Maseno university (2014-09 - 2018-11)
Kenya certificate of secondary education - Star house girls high school (2010-02 - 2013-11)
Kenya certificate of primary education - Busy Simon primary school (2001-01 - 2009-11)
