Tabitha Kamithi

Throughout my career, I have had the opportunity to work in diverse industries and departments, gaining extensive experience in areas such as Customer Management (Service, Experience & Success), Human Resources, Office Administration Management, Agriculture, Logistics, and Operations Management. My exposure to these different fields has allowed me to develop a versatile skill set and a deep understanding of the complexities involved in running successful operations.

 April 2022 To December 2022Amitruck Limited Position: Senior Operations Associate||Fuel Operations||On demand Operations.

Responsibilities

• Accurately capturing orders on the Amitruck platform.
• Matching drivers to customer requirements.
• Timely gathering and submission of reports, invoices, and delivery notes to the appropriate platform.
• Supervising the loading and offloading process by routinely visiting customer premises.
• Resolving operational matters in a timely manner.
• Gathering market intelligence on trends, competitors, and regulatory changes.
• Identifying and pursuing new business opportunities within assigned accounts.
• Collaborating closely with customer service representatives to address driver and fleet-related matters.
• Cooperating with the finance department by providing timely and accurate information upon request.
• Escalating bottlenecks to management, product, and tech teams for collaborative problem-solving.
• Complying with People Operations processes and guidelines related to workplace conduct.
• Handling on-demand requests from clients, managing daily attendance, and monitoring fuel consumption for assigned fleet.

Responsibilities:

• Drive Amitruck's strategy and approach to customer experience, acting as the chief customer experience champion and advocate.
• Identify, design, and implement strategic opportunities to enhance customer service for stakeholders.
• Share customer service insights with Amitruck's stakeholders and the team to inform decision-making.
• Identify and recommend updates and expansions to technology, equipment, and policies to improve customer service and retention.
• Draft and implement the department's budget, prioritizing department needs and aligning with overall company goals.
• Manage and lead Amitruck's customer service teams, providing coaching, training, and support.
• Ensure that all customer service processes are outlined, followed, and measured to achieve customer experience goals.
• Train and onboard new staff in customer service and operations, ensuring smooth integration into the team.
• Monitor and report on customer service performance metrics to identify areas for improvement and implement corrective actions as needed.

As a Customer Service Associate I was the first point of contact for customers, providing exceptional service and support. I was responsible for resolving customer inquiries, processing orders, and ensuring accurate data management in the CRM system. Additionally, I contributed to process improvements and provide valuable feedback to help enhance Amitruck's products and services.

Responsibilities:

• Respond promptly and professionally to all inbound customer queries via phone, email, or chat, providing accurate information and resolving issues effectively.
• Process new transport orders on the Amitruck platform, ensuring accuracy and efficiency.
• Ensure that all tickets raised on the CRM are resolved in a timely manner and communicate updates to the customer.
• Maintain accurate and up-to-date customer information in the CRM system, ensuring data integrity.
• Collaborate with operations associates to support new driver onboarding and address driver queries related to deliveries, fuel requests, and advances.
• Monitor and respond to posts made on Amitruck social media platforms, escalating as necessary.
• Gather and escalate actionable insights from customer feedback to help improve Amitruck's products and services.
• • Proactively suggest appropriate improvements to business processes and work tools to enhance customer service efficiency.

Responsibilities:

• Oversee administration and marketing at the arboretum facility, managing day-to-day operations and leading a team.
• Maintain organized files, plant records, and labels.
• Develop and implement educational programs about plants and trees on social media for effective marketing and communication.

• Successfully marketed Karura trees through social media, consistently updating content, increasing awareness, and gaining valuable marketplace insights, while also increasing social media followers and engagement for the Arboretum by 35% through effective marketing strategies.

Responsibilities:

Human Resources

• Manage staff recruitment process, from shortlisting to induction and training
• Support company workforce planning, development, and compliance with CEO's decisions
• Implement induction and training methods, and maintain updated staff data
• Gather and organize payroll data, assist with performance evaluations

• Oversee all administrative tasks in compliance with CEO's directions
• Enforce company policies and procedures, establish and maintain filing and information flow systems
• Coordinate board meetings, manage telephone calls, provide customer care service and marketing support
• Prepare and edit letters, reports, memos, and emails, schedule meetings, make travel arrangements

• Invoice sales, record purchases, expenses, and payments in QuickBooks
• Handle petty cash, office rent expenses, and employee payments
• Monitor sales, inventory, and quotations from potential sellers
• Follow up on payments, ensure timely payments to suppliers and delivery personnel
• Assist with sourcing (procurement), dispatching of products, and occasional deliveries

• Contributed to setting up an accounting system and establishing necessary controls
• Created user-friendly application forms and questionnaires for staff recruitment
• Created a detailed weekly planner form for sales representatives
• Demonstrated excellent customer service skills in supporting marketing department
• Helped reduce outsourcing costs by effectively updating QuickBooks and performing daily closure and balancing tasks.

Responsibilities:

• Maintained an organized filing system
• Produced and distributed memos, letters, and forms
• Assisted in gathering payroll data
• Conducted onboarding for new interns
• Assisted in conducting background checks during the recruitment process
• Prepared payment vouchers

Bachelors Degree in Business Administration Management.

Graduated In 2018.