Roman Raguli

I am a well-organized and determined person of reliable character. I'm ambitious, self-motivated individual ready to learn and to take up any challenges and ready to serve in any capacity. I'm an energetic, hardworking person who has developed a mature and responsible approach to any task that I undertake, or situation that I'm presented with.

As a graduate with years of experience working in different organizations, I'm excellent in working with others to achieve a set of objectives on time and with excellence.

Operations Customer Expert - Teleperformance - Nairobi, Kenya

(2025-01)

• Maintained Verbatim by accurately typing and revoicing everything said during a call, word for word.
• Providing excellent service and maintaining a supportive tone.
• Strictly maintained high level of confidentiality of all conversations on calls handled.
• Ensured high standards for typing, accuracy and uptime.
• Enabled proper coordination and communication among colleagues as required.
• Ensured proper understanding of the caption call client product inside and out in order to maintain a fluid operation.
• Maintained a positive, friendly, empathetic and professional attitude towards colleagues and customers at all times as required.

Executive Assistant - Talent Pop - Remote

(2024-01 - 2025-01)

• Managed executive calendars, appointments and scheduling across multiple time zones.
• Handled professional email correspondence and ensured timely communication with clients and stakeholders.
• Coordinated meetings, prepared agendas and documented meeting notes and action items.
• Organized files, reports and confidential documents while maintaining high levels of accuracy and discretion.
• Supported project coordination and task management using CRM and productivity tools.
• Conducted research, prepared presentations and assisted with operational and administrative tasks.
• Monitored deadlines and followed up on pending tasks to ensure smooth daily operations.
• Maintained a professional, proactive and solution-oriented approach while supporting executives remotely.

Communications and Customer Executive Officer - Kenya Revenue Authority - Nairobi, Kenya

(2022-01 - 2024-01)

• Preparation and compilation of daily and monthly customer service reports and interactions in a CRM software.
• Implementation of various Customer Service Level Agreements (SLAs).
• Answering a high volume of incoming phone calls and assisting customers/taxpayers with their queries.
• Filing tax returns i.e. Turn Over Tax (TOT), Value Added Tax (VAT), Pay As You Earn (PAYE), Monthly Rental Income (MRI), Corporate and individual tax.
• Resolving customer complaints in relation to their tax matters in a timely and efficient manner.
• Tax payer education and sensitization on various tax obligations and penalties for noncompliance.
• Participating in internal capacity building and stakeholder engagement sessions to improve skills and performance.
• Exceeding and meeting performance goals such as customer satisfaction.
• Identifying and reporting complex taxpayers' issues to a supervisor or manager as required.

Real Time Customer Operations Agent - Glovo - Nairobi, Kenya

• Handling inbound and outbound customer communications across multiple channels.
• Updating and recording customer and courier interactions in CRM Software with clarity and accuracy.
• Monitoring Courier and Customer satisfaction and actively following up to ensure steady operations.
• Monitoring, anticipating and managing the live operation to ensure a great user experience.
• Managing real time fleet capacity.
• Leading the communication with the fleet for ongoing orders.
• Ensuring a smooth operation by coordinating communication with the Live Ops support, clients, couriers and other operational departments.
• Organizing personnel and assisting with training as required, whilst also organizing budgets and courier expenses.
• Ensuring that quality assurance checks are completed and maintained.
• Assisting clients with product selection and pricing to improve transportation routes.
• Monitoring deliveries, ensuring customer satisfaction and maintaining accurate logs of all transportation and goods.

Bachelor Of Arts - Communications and Media Technology with IT - Maseno University (2017-09 - 2021-11)

Kenya Certificate of Secondary Education - St Joseph's Boys High School Kitale (2013-01 - 2016-01)