Elizabeth Mwihaki Kimani
Customer Service (Aftercare) Officer || Investment Analyst
Nairobi
Summary
Hardworking and driven customer support manager with over 15 years' experience in providing top quality customer support and streamlining customer service operations in the private and public sector so as to maximise profits and client acquisition. Brings forth an in-depth understanding of customer service, negotiation, maintaining strong client relationships and business management, coupled with strong communication skills, a strong analytical and critical mind.
Highly motivated and cheerful individual with a keen attention to detail and inner drive to solve problems and provide solutions. Possesses skills in marketing, business management, strategy development, administration, business analysis and research.
Overview
15
15
years of professional experience
6
6
Certifications
Work History
Sales Manager
Labenca Investments Ltd
11.2016 - Current
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Provided expert advice to clients on current market conditions and property valuations, enabling informed decision-making during negotiations.
- Evaluated local competitors, adjusting marketing strategies as needed to maintain a competitive edge within the market.
- Increased property sales by developing and implementing effective marketing strategies.
Officer-In-Charge
Kenya Investment Authority
10.2014 - 06.2016
- Analyzed investment trends across the Coastal region and maintained an updated database on the same.
- Conducted research and prepared clear and well-informed investment recommendations.
- Developed the region’s work plan and budget and coordinated the implementation of the activities in the work plan.
- Performed administrative functions and coordinated office operations.
- Handled client inquiries and provided advisory services on the Country’s investment climate and regulations.
- Represented the authority in both local and international meetings and shared information pertaining to the nation’s investment climate.
- Improved customer satisfaction by maintaining positive relationships with county governments and other stakeholders.
- Organised workshops and conferences in conjunction with other key sector players.
- Assisted with recruitment of temporary office staff and monitored staff performance across the region.
- Key Contributions
Aftercare Officer
Kenya Investment Authority
07.2010 - 09.2014
- Acted as the point of contact for new and existing customers and maintained a database on the same.
- Prepared project visit schedules, conducted project visits and maintained an accurate aftercare database.
- Conducted follow-up on registered investment projects and addressed business challenges.
- Compiled reports of project visits and resolved the issues that came up during these visits.
- Reviewed new project files, made field visits, processed and issued relevant Investment Certificates.
- Took part in trainings and conducted workshops to market and provide information about the organization.
- Key Contributions
Systems Administrator
Kenya Investment Authority
04.2010 - 06.2010
- Configured and maintained the networked computer system, including hardware, system software and applications.
- Diagnosed and resolved system issues.
- Improved the computer system by researching and recommending new systems and hardware.
- Upgraded outdated components and replaced defective systems.
- Cultivated positive business relationships with external service providers and ensured compliance with service level agreements.
- Maintained network security through proper configuration of VPN and Firewalls.
- Implemented effective maintenance of enterprise hardware such as servers, storage, switches and routers.
- Facilitated the implementation of new systems and trained staff on the use of new technology.
- Key Contributions
Education
Master of Business Administration - Marketing
01.2015
Bachelor of Science - Information Sciences
01.2009
Diploma - Web Design
01.2008
Certificate - Information Technology
01.2005
Skills
Strong Analytical and Problem-solving Skills: Methodically resolves issues by devising creative solutions using both computers and human systems to enhance customer experience
Digital Tools and Technology Savviness: Able to use computer tools and different software applications to meet customer needs as well as improve service efficiency
Training and Capacity Building: Provides and take part in the necessary training add skills so as to strengthen the team and for better service provision
Liaison and Stakeholder Engagement: Seeks to create relations across different departments as well as among other relevant stakeholders
Respect and team work: Demonstrates strong interpersonal skills; works well across all departmental levels and strives to create a conducive environment where diverse viewpoints are valued and information is shared to achieve collective goals efficiently
Excellent Customer Service: Customer-centric and goal-driven individual who proactively monitors market trends, analyses data and assesses performance metrics to ensure optimal service delivery
Planning and Organization Skills: Exhibits excellent organizational and strategic planning capabilities
System monitoring
Certification
Migration Policy, Free Movement and Regional Integration in Africa | IDEP, IOM | December 2022
References
Guracha, Adi, General Manager, Investor Services, guracha@invest.go.ke, 0722 324 360, Kenya Investment Authority
Accomplishments
- Spearheaded the establishment of an office in Malindi which improved customer service by partnering with organizations dealing with foreign investors in providing professional support.
- Created and implemented new forms for capturing records of customer interactions and transactions thus improving customer relationship management.
- Created and managed customer databases to improve service provision and to better know our customers.
- Reviewed, updated and maintained the appearance of the company website thereby ensuring timely provision on accurate and updated information to our clients.
- Organising the 3rd International Coconut Conference in Mombasa.
Timeline
Sales Manager - Labenca Investments Ltd
11.2016 - Current
Officer-In-Charge - Kenya Investment Authority
10.2014 - 06.2016
Aftercare Officer - Kenya Investment Authority
07.2010 - 09.2014
Systems Administrator - Kenya Investment Authority
04.2010 - 06.2010
Moi University - Bachelor of Science, Information Sciences
Fourth Dimension Computer College - Diploma, Web Design
Fourth Dimension Computer College - Certificate, Information Technology
University of Nairobi - Master of Business Administration, Marketing