Tracy Gakuru

Office Manager at Harrisburg Holdings (2023-10 – Present)

Oversee day-to-day office administration and coordinate operational activities to maintain smooth business operations.

Support achievement of monthly sales targets through repeat business, new-client development, order coordination and customer relationship management.
Prepare and consolidate daily, weekly and monthly reports covering sales, stock balances, account balances and business operations.
Post and update payments and transactions, manage payment documentation, reconcile client accounts and investigate variances.
Receive and confirm delivery payments, manage cheque documentation and maintain organized financial and administrative records.
Monitor inventory and update records based on sales activity while coordinating with sales teams and clients.
Interpret financial and operational information for management and recommend practical actions based on performance data.
Maintain positive customer relationships, receive orders, follow up on client needs and resolve service issues.

Retail & Administration Manager at Tekonstruct Limited T/A Jambo Bet (2019-01 – 2023-12)

Planned, organized and coordinated retail operations, staffing, training, purchasing, budgeting and reporting.
Optimized operational processes and monitored performance using key metrics to improve efficiency.
Managed cash collection, reconciliation, customer issues and compliance with company policies and procedures.
Supervised and trained teams, provided product and service information, and coordinated with multiple departments.
Prepared performance reports and supported up-selling of products and services.

Customer Service Manager at Tekonstruct Limited T/A Jambo Bet (2018-01 – 2019-12)

Coordinated customer-care teams across multiple platforms and supervised shifts to ensure efficient service delivery.
Handled complaints, escalated operational issues and followed through with internal departments to achieve fast resolution.
Maintained organized files, emails and reports and communicated issues and recommended solutions to management.
Tracked departmental KPIs, analyzed team performance and provided feedback to management.
Organized training and supported continuous improvement initiatives.

Agent Support Executive at Gamcode Ltd T/A Betin Kenya (2018-01 – 2018-12)

Supported marketing and communication initiatives and coordinated promotional activities and events.
Prepared reports, coordinated with internal departments and supported process improvements.
Worked with design and marketing teams on retail communications and promotional materials.

Customer Service Agent at Gamcode Ltd T/A Betin Kenya (2017-01 – 2018-12)

Handled high volumes of customer interactions, identified customer needs and generated sales leads.
Built customer relationships through clear communication and accurate product/service information.

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