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.
