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.
