Ogola Daisy

A team-centered and multi-skilled Gender and Development professional with 9+ years proven cross-career expertise and experience in case monitoring, evaluation and reporting, psychosocial counseling and support and driving implementation of sales, marketing, and customer experience strategies and activities. Highly knowledgeable in community resources mobilization and management, evaluating key population and community needs, interventions planning, and implementation. A personable, compassionate and versatile professional passionate about serving disadvantaged, marginalized, and vulnerable individuals and special needs populations while driving organizational success through provision of topline customer care services.

Successful 8-year record of building positive relationships and linkages with customers and market trend analysis to drive attainment of key business growth initiatives and activities.

Holds

Bachelor of Arts in Gender and Development Studies and currently pursuing project for Master’s of Art in Gender and Development Studies. Seeking for a gender and development role that offers professional challenges and allows for utilization of skills, technology and experience to drive attainment of strategic goals.

Profile Summary A team-centered and multi-skilled Gender and Development professional with 5+ years proven cross-career expertise and experience in case monitoring, evaluation and reporting, psychosocial counseling and support and driving implementation of sales, marketing, and customer experience strategies and activities. Highly knowledgeable in community resources mobilization and management, evaluating key population and community needs, interventions planning, and implementation. A personable, compassionate and versatile professional passionate about serving disadvantaged, marginalized, and vulnerable individuals and special needs populations while driving organizational success through provision of topline customer care services. Successful 9-years record of building positive relationships and linkages with customers and market trend analysis to drive attainment of key business growth initiatives and activities.

Holds

Bachelor of Arts in Gender and Development Studies and currently pursuing project for Master’s of Arts in Gender and Development Studies. Seeking for a gender and development role that offers professional challenges and allows for utilization of skills, technology and experience to drive attainment of strategic goals.

Work History 2017-11 – 2020 Telesales Agent | Platinum Credit Limited

• Implementing company’s sales and marketing strategies, plans, and activities to meet individual and shared monthly sales targets and ensure continuity of business and personal growth.
• Providing excellent customer experience to new and existing clients through handling or escalation of issues, complaints and queries through customer feedback and liaising with various branches country wide.
• Preparing reports on various platforms such as Market force, Claim Flux, and Daily report to measure work done daily and monitor individual progress while facilitating informed decision making and strategic planning by upper management team.
• Making minimum of 50 (actual calls) to build client base of assigned portfolio by offering excellent customer service to meet set targets through lead generation and conversion.
• Handling outbound and inbound calls to achieve a minimum of three (3) quality leads daily and drive customer experience and satisfaction. 
• Attending weekly early bird sessions and training to facilitate achievement of a score of at least 60% in the E-learns and exams.
• Monitoring market trends, competition activities and other market forces and preparing reports and recommendations for effective sales and marketing planning. 

 2017-01 – 2017-10 Customer Care Agent | Star Times Media Limited

• Received, resolved or escalated customer queries on products and company in general in a timely and accurate way via phone or email in line with provided protocols and standard operating procedures. 
• Identified customer needs to improve customer satisfaction. 
• Generated commercial activity by contacting potential and existing clients to cross selling and upselling specified products and services.
• Gathered, recorded and shared customer feedback with the relevant teams to facilitate service delivery and improvement.
• Handled large volume volume of inbound and outbound calls in line with set targets and organizational policies, protocols and guidelines.
• Gathered information on market trends and competitors’ activities to build market knowledge and facilitate strategic planning.
• Managed and updated customer information in the customer database to aid in strategic planning of customer care and sales and marketing operations.
• Implemented company’s sales and marketing strategies, plans, and activities to meet individual and shared monthly sales targets and ensure continuity of business and personal growth. 

2014-01 – 2014-04Child Officer – Internship | Ministry of Labor, Social Security and Services 

• Provided psychosocial services to children detained at the remand homes and those who reported to the office for assistance.
• Oversaw conflict resolution among families to facilitate family reunions and provision of suitable environment for children to growth within family setting. 
• Oversaw data collection among community members and conducted interviews and compiled corresponding reports to aid in activity planning and informed decision making by upper management team.
• Created awareness and advocacy on children services within assigned local communities to support and protect psychosocial wellbeing of children.
• Received and recorded complaints and any other reports regarding violation of children rights and presented to case managers and officers for effective handling. 
• Performed any other duties as assigned by immediate supervisor in furtherance of Ministry’s operations and activities.

Education Ongoing Master of Arts in Gender and Development Studies 

University of Nairobi 

2011 – 2016 Bachelor of Arts in Gender and Development Studies

Kenyatta University 

2007 – 2010 Kenya Certificate of Secondary Education (KCSE) 

Asumbi Girls High School 

Other Professional Trainings & Certifications 

• Feb. – May 2013 | Engaging Men in Ending and Preventing Gender-based Violence | Kenyatta University 
• June – Oct. 2013 | Training on Gender based Violence | Kenyatta University
• Jan. – Apr. 2012 | Certificate in Computer Packages 

RefereesMaureen Njeri

Supervisor,

Platinum Credit Limited

Solomon Waikumi 

General Manager,

Star Times Media Limited

Susan Rauta

Director of Children’s Office,

Manga Chache – Kisii

Ongoing Master of Arts in Gender and Development Studies 

University of Nairobi 

2011 – 2016 Bachelor of Arts in Gender and Development Studies

Kenyatta University 

2007 – 2010 Kenya Certificate of Secondary Education (KCSE) 

Asumbi Girls High School