Terry Nelsons

Customer service professional with 7 years of experience in order-to-delivery coordination, stakeholder management, and issue resolution. Skilled in processing and managing customer orders, ensuring compliance with operational standards, and driving customer satisfaction through proactive communication and problem-solving. Strong background in inventory management, KPI tracking, and logistics coordination.

Assistant Branch Manager at Cold Stone Creamery Kenya (2022-04 – 2026-03)

• Receive, process, and manage customer orders, ensuring accuracy in pricing, quantities, and product specifications.
• Act as the primary liaison between customers and internal teams (operations, dispatch, finance, and suppliers) to guarantee smooth order-to-delivery coordination.
• Oversee urgent and bulk orders, aligning production timelines with dispatch schedules to meet agreed deadlines.
• Maintain and update inventory records, monitor stock levels against forecasts, and place vendor orders to prevent shortages.
• Handle customer inquiries and complaints, logging cases, clarifying issues, and providing timely resolutions to ensure satisfaction.
• Generate daily financial and operational reports to support management decision-making and track KPIs such as order accuracy and turnaround time.
• Ensure compliance with health, safety, and company policies while reinforcing accountability across the team.
• Direct and train staff, fostering collaboration and adherence to service excellence standards.
• Coordinate large-scale events and catering orders, managing logistics and ensuring timely delivery.

Customer Service Representative Supervisor at Cold Stone Creamery Kenya (2017-12 – 2022-04)

• Oversaw order processing, ensuring accurate entry, timely dispatch, and successful delivery.
• Coordinated with internal teams to manage order updates, modifications, and issue resolution.
• Served as primary contact for customers and distributors regarding order status and product availability.
• Identified and resolved fulfillment issues including delays and shortages.
• Implemented corrective actions to improve delivery efficiency.
• Tracked KPIs such as order accuracy, turnaround time, and customer satisfaction.
• Prepared operational reports and provided insights to management.
• Coordinated delivery schedules and supported drivers to meet service standards.
• Managed inventory levels and store supply orders.

Data Officer Intern at Partners for Health and Development in Africa (P.H.D.A) (2017-08 – 2017-12)

• Collected, verified, and maintained accurate operational data.
• Generated performance reports to support management decision-making.
• Ensured data accuracy and timely submissions for service delivery KPIs.
• Trained team members on data tools and compliance requirements.

Social Worker Volunteer at St. Michael Community Project (2016-01 – 2017-08)

• Supported program coordination, scheduling, and stakeholder engagement.
• Conducted needs assessments and assisted in service delivery planning.
• Build strong relationships with community stakeholders.

Assistant Project Officer at Vijana Against AIDs and Drug Abuse (VAADA) (2014-05 – 2016-12)

• Supported project planning, budgeting, and performance tracking.
• Prepared operational reports highlighting performance trends.
• Coordinated teams and facilitated information flow to meet objectives.
• Supported team development and collaboration.

Bachelor of Development Studies in Development Studies – Jomo Kenyatta University of Agriculture and Technology (2014-09 – 2017-05)

Diploma in Community Development in Community Development – Jomo Kenyatta University of Agriculture and Technology (2012-09 – 2014-08)

Kenya Certificate of Secondary Education in Secondary Education – Gatura Girls High School (2008-01 – 2011-12)

Kenya Certificate of Primary Education in Primary Education – Gatundu Primary School (2000-01 – 2007-12)

Virtua Assistant - ALX Kenya March 2026- April 2026