Summary
Overview
Work History
Education
Skills
Affiliations
Interests
Timeline
Generic

ANN JOY NYOKABI GITHAGUI

Nairobi,30

Summary

Goal oriented Individual pursuing a Bachelor of Commerce degree in Human Resource Management and trained to coordinate, execute and deliver HR programs related to recruitment, benefits, workers compensation and other HR projects and processes. Demonstrates solid analytical, problem-solving and presentation skills to foster excellent relationships and credibility at all levels of organization. Self-motivated, driven and displays initiative to prioritize tasks and handle numerous assignments simultaneously. With a ton of experience in the customer service field.

Overview

10
10
years of post-secondary education
11
11
years of professional experience

Work History

Health Safety

  • Quality Environment (HSQE) Representative roles.
  • Attending departmental safety meetings.
  • Carrying out HSQE (Health Safety Quality and Environmental) inspections within my department.
  • Sharing ideas and concerns with the OHS (operations health and safety) team and management.
  • Ensure activities carried out by staff are performed safely and high-quality service is provided to customers.
  • Raising concerns or issues from my department with the OHS team.

Head of Customer service

Techcraft Systems
08.2015 - 06.2021
  • Responsibilities.
  • Creating attractive customer packages and quotations.
  • Ensuring service deadlines are met both on the business side and customer side.
  • Acquiring and maintaining customers to enlarge the business customer base.
  • Responding promptly to customers queries, complains and feedback.
  • Monitoring and updating all business social media platforms.
  • Implementing new and existing processes to take the Customer Service experience to the next level of excellence.
  • Ensuring systems developed align with customer specifications and satisfaction.
  • Carrying out duties of the Head of Customer Service with integrity and diligence.

Relationship Officer

Equity Bank
10.2013 - 07.2015
  • Receiving and responding to all customer enquiries in a professional and courteous manner on the telephone, via Email and on social media.
  • Telemarketing and cross selling of bank products.
  • Ensuring customer enquiries, concerns and compliments are escalated to relevant departments and reverted to the customer within the agreed turnaround time.
  • Resolving customer issues and complains in the best way possible.
  • Mobilizing customers and conducting thank you campaigns.
  • Maintaining customer information on the CMS (customer maintenance system).
  • Writing daily reports informing my supervisor of customer concerns or applaud.
  • Conducting monthly KPI (Key Performance Indicators) mobilization.
  • Customer service.
  • Crisis management when facing system challenges.

Customer Service Executive

Treasured East Africa Safaris
01.2013 - 09.2013
  • Identifying new and potential customers for the agency.
  • Receiving customers into the agency in person and directing them to the relevant department.
  • Receive, filter and transfer calls promptly to relevant departments for action.
  • Planning marketing policies and programs to promote the agency’s products.
  • Monitoring market activities to keep up to date with current market trends’.
  • Booking and pricing air tickets.
  • Arranging for holidays and safari packages.
  • Supporting the marketing director in her duties.

Deputy Presiding Officer

IEBC
02.2013 - 03.2013
  • Responsibilities.
  • Conducting training on the polling, counting and tallying process for clerks.
  • Assist the PO (presiding officer) in collecting and ensuring security of all election materials for the general election.
  • Overseeing efficient and effective management of the election before, during and after election.
  • Ensuring the good conduct of elections in the polling station assigned.
  • Counting, tallying and announcing of provincial results in the station and sending the same through online transmission to the tallying center.
  • Ensure safe custody of all documents during the 2013 general elections under me and document hand over of all materials and equipment’s used to the returning officer.

Train crew/ HSQE, Environmental representative

Serco Dubai Metro
04.2009 - 09.2011
  • Responsibilities.
  • Communicating with the train controller and supervisor for smooth operations.
  • Delivering essential messages to passengers via audio and visual means in a timely, clear and proactive manner.
  • Ensuring safe operations of the train.
  • Frontline customer service duties.
  • Provision of customer information.
  • Manual operation of the train.
  • Revenue protection.
  • Advice/educate customers on safe system usage.
  • Report writing and incident management.
  • Enforcing and following safe methods of work for train operations and related activities.
  • Maintaining normal train operational status.

Education

Diploma - travel and tourism

Global Institute of Management and Commerce
05.2006 - 11.2007

Kenya Certificate of Secondary Education C + -

Moi Girls High School
01.2001 - 11.2005

Bachelor’s Degree - business commerce

University of Nairobi
09.2017 - Current

Skills

Maintaining safety standards

undefined

Affiliations

Multiface Computer College Certificate in Computer Packages Presbyterian Church of East Africa Community Aids Educator Institute for International Peace Corporate Communication Development High field, UAE Emergency First Aid Serco Dubai Metro, UAE Induction training for operations and maintenance staff Train operations normal, degraded and emergency Communication for customer service Basic rolling stock operations Diversity, equity and cross-cultural awareness Procedures and instructions. Crowd control TCOMP LEVEL 2 DURL, UAE Basic safety introduction course

Interests

Transcription and Captioning

Timeline

Bachelor’s Degree - business commerce

University of Nairobi
09.2017 - Current

Head of Customer service

Techcraft Systems
08.2015 - 06.2021

Relationship Officer

Equity Bank
10.2013 - 07.2015

Deputy Presiding Officer

IEBC
02.2013 - 03.2013

Customer Service Executive

Treasured East Africa Safaris
01.2013 - 09.2013

Train crew/ HSQE, Environmental representative

Serco Dubai Metro
04.2009 - 09.2011

Diploma - travel and tourism

Global Institute of Management and Commerce
05.2006 - 11.2007

Kenya Certificate of Secondary Education C + -

Moi Girls High School
01.2001 - 11.2005

Health Safety

Similar Profiles

CREATE PROFILE
ANN JOY NYOKABI GITHAGUI