Sandra Kagathi

Customer operations and Systems Administrator

Talent

NairobiMember since August 16, 2026

Office AdministratorAdministrative AssistantCustomer Support

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Office AdministratorAdministrative AssistantCustomer Support

About

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.

Experience

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

Store Manager

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

Media Assistant

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

Customer Care Agent

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

Sales Executive

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