Sharon Buraje

Customer-centric Customer Service and Administrative Professional with over 5 years' diverse experience in call-center support, guest relations, reservations management, public-sector operations, and records administration. Demonstrated success in handling high-volume inquiries, resolving customer complaints, processing documentation, updating databases, and supporting cross-departmental service delivery. Known for professionalism, accuracy, cultural sensitivity, and the ability to build strong client relationships while upholding service standards.

Adept in CRM systems, booking platforms, data analysis, and administrative coordination to enhance operational efficiency and customer satisfaction.

Customer Care Executive at ISON Xperiences Kenya (2025-11 – Present)

Responding to high-volume inbound customer calls and managing customer accounts and inquiries

• Responding to high-volume inbound customer calls, resolving account, billing, and service inquiries in real time.
• Updating customer records accurately within CRM systems to ensure correct documentation.
• Providing product and service information while promoting first-call resolution.
• Escalating complex customer issues to supervisors and technical teams for timely intervention.
• Tracking customer concerns and following up to ensure complete issue closure.
• Adhering to company scripts, quality guidelines, and service standards.
• Processing customer requests, verifications, and complaint logs professionally.
• Supporting team performance by sharing feedback and participating in training sessions.

Customer Service Officer at Clifta Tours & Travel Company Ltd (2020-11 – 2021-05)

Managed customer flight and hotel bookings and guest relations for a travel company

• Managed customer flight and hotel bookings using reservation systems with high accuracy.
• Responded to guest inquiries via phone and email, providing travel details and confirmations.
• Maintained and updated client reservation records to ensure data accuracy and confidentiality.
• Coordinated with hotels, transport providers, and suppliers to confirm bookings and special arrangements.
• Processed payments, generated invoices, and reconciled financial documentation.
• Resolved booking-related customer complaints and escalated complex issues as needed.
• Prepared customized travel itineraries and coordinated transport logistics.
• Ensured full compliance with company service policies and client service standards.

Intern - Public Service Commission Internship Program at Unclaimed Financial Assets Authority (UFAA) (2019-10 – 2020-10)

Public sector internship supporting unclaimed financial assets line department and strategy & planning department

• Processed claim forms in accordance with legal and organizational requirements.
• Maintained accurate electronic and physical records of assets and claimant information.
• Retrieved and verified client and asset data to support claim validation.
• Responded to client inquiries through phone, email, and in-person interactions.
• Drafted official letters, notices, and acknowledgments for claimants.
• Liaised with departments to expedite pending claim settlements.
• Organized filing systems to enhance document retrieval and accessibility.
• Provided regular updates to clients regarding claim status.
• Collected and analyzed operational data for strategic planning activities.
• Assisted in preparing Monitoring & Evaluation (M&E) reports and departmental updates.
• Supported procurement planning and requirements gathering.
• Coordinated stakeholder engagement activities including meeting scheduling and follow-ups.
• Prepared departmental presentations and briefings.
• Contributed to the preparation of quarterly and annual performance reports.
• Maintained monitoring databases and tracking tools.
• Provided administrative assistance during planning workshops & review sessions.

Intern - Policy & Research Department at Public Procurement and Regulatory Authority (PPRA) (2018-01 – 2018-04)

Public sector internship in policy and research department focusing on procurement documentation and compliance

• Reviewed procurement documentation for compliance with procurement laws and regulations.
• Updated procurement plans and managed a tracking log for queries and complaints.
• Filed regulatory documents and ensured accurate departmental records.
• Communicated with stakeholders to clarify compliance and procurement requirements.
• Maintained organized electronic and physical filing systems.
• Assisted officers with administrative tasks for timely project delivery.
• Supported departmental reporting by preparing supporting documentation.
• Contributed to database updates for procurement oversight.

Bachelor of Arts in Economics and Political Science – University of Nairobi (2013 – 2017)

Kenya Certificate of Secondary Education (KCSE) – Limuru Girls' High School (2008 – 2011)