Customer service representative at Teleperformance (2025-01 – Present)
- Handled customer inquiries across phone, email, and chat channels, consistently contributing to first contact resolution above 90%.
- Managed 80+ customer interactions daily while meeting KPIs, compliance, and productivity targets in a fast-paced BPO environment.
- Identified recurring customer issues and provided feedback that contributed to process improvements and reduced repeat contacts.
- Maintained accurate case documentation and utilized Knowledge Base resources to deliver timely and consistent solutions.
Community Health Promoter at Ziwa la Ng'ombe Health Facility (2022-01 – Present)
- Supported community health initiatives by registering 100+ households and promoting access to health care services through Door to door visitation and outreach programs
- Educated community members on preventive health practices, increasing awareness and encouraging utilization of health services.
- Assisted in patient referrals, registration, and record management to support efficient facility operations.
- Built trust with community members by addressing inquiries and connecting individuals with appropriate health care resources.
Mentor at Dream girls (2024-01 – 2025-12)
- Mentored adolescent girls and young women (AGYW) on life skills, reproductive health, and personal development.
- Facilitated safe discussions and identified participants requiring additional support, referring them to counseling and support services when appropriate.
- Encouraged confidence, talent development, and positive decision making through structured mentorship activities.
- Contributed to youth empowerment initiatives by providing guidance and connecting participants to available opportunities and resources.
Customer Service Associate / Waitress / Barista at Charchoma & Kingstone Beach Lounge (2023-01 – 2024-12)
- Delivered quality customer service in a fast paced hospitality environment, ensuring a positive guest experience.
- Managed customer orders, resolved service issues, and supported smooth daily operations.
- Assisted with inventory management, restocking, and station preparation to maintain operational readiness.
- Maintained hygiene, safety, and service standards while working collaboratively with team members to meet customer needs.
Data Entry / Enumerator / Clerk (2019-01 – 2024-12)
- Maintained accurate data records and survey information for organizations including Kenya Red Cross, IEBC, and the Ministry of Social Protection.
- Supported data collection initiatives by conducting surveys and ensuring completeness and accuracy of information.
- Contributed to project reporting and decision-making through reliable data management and record keeping.
- Demonstrated strong attention to detail while handling large volumes of information under strict timelines.
Supervisor at Kazi Mtaani Program (National Hygiene program) (2021-01 – 2022-12)
- Supervised and coordinated daily activities of youth work teams, ensuring tasks were completed safely and on schedule.
- Managed attendance tracking, work allocation, and reporting processes to support program accountability.
- Resolved operational challenges and maintained team productivity through effective communication and leadership.
- Supported compliance with program guidelines while promoting teamwork and performance among participants
