Tracy Gakuru

Results-driven administration and operations professional with 8+ years of experience across office management, retail operations, customer service, sales support, reporting, financial administration, inventory coordination and team leadership. Experienced in managing high-volume workflows, preparing management reports, coordinating teams and clients, resolving customer issues, reconciling transactions and improving operational processes. Highly organized, dependable and comfortable working independently in fast-paced environments.

Seeking remote opportunities in Virtual Assistance, Executive/Administrative Support, Customer Operations, Sales Support and AI/data-related work.

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.

Bachelor in Business Management – Kenya Methodist University (2017-01 – 2020-12)

Diploma in Purchasing & Supply Management – Kenya Methodist University (2014-01 – 2016-12)

Certificate in Business Management – Africa Nazarene University (2013-01 – 2014-12)

Certificate in International Computer Driving License (ICDL) – Kenya Institute of Professional Studies (2013-01 – 2013-12)

Kenya Certificate of Secondary Education – Ngara Girls' High School (2009-01 – 2012-12)