Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Esther Njoroge

Nairobi

Summary

Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

14
14
years of professional experience
7
7
years of post-secondary education

Work History

Customer Experience Manager

XADO East Africa Ltd
Nairobi
06.2021 - 12.2022
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Developed new employees and on-going performance assessment of current employees.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Organized promotional events and interacted with community to increase sales volume.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Built relationships with customers and community to establish long-term business growth.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.

Logistics Manager

Octane Stores ltd
Nairobi
08.2018 - 04.2021
  • Selected, trained and developed logistics personnel to achieve high-performing teams.
  • Negotiated transportation and logistics contracts to reduce shipping costs.
  • Led third-party vendors in achieving delivery time and cost targets.
  • Monitored logistics performance and identified improvement opportunities.
  • Managed logistics budgets and forecasting to achieve cost-effective operations.
  • Coordinated driver dispatch to accomplish daily delivery requirements.
  • Organized records of vehicles, schedules and completed orders.
  • Reduced worker accidents by implementing improved safety standards and monitoring procedures.
  • Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.

Business Support Officer

Netwrap Consulting Ltd
Nairobi
04.2015 - 03.2018
  • Held meetings to communicate new policies and procedures to appropriate personnel.
  • Prepared meeting materials, set up conference rooms and took notes.
  • Served as executive staff liaison to several committees.
  • Reduced office expenses by finding smarter solutions for vendors, suppliers and services.
  • Translated business priorities into implementable actions.
  • Spearheaded marketing initiatives.
  • Directed business processes from conceptualization through end-user delivery.
  • Developed monthly reports.
  • Observed all laws, regulations and other applicable obligations.
  • Executed training programs.
  • Represented company at conferences and seminars to boost outreach.
  • Streamlined workflow.
  • Managed day-to-day development issues.
  • Oversaw process improvement initiatives.

Office Administrator

Kingbull Insurance Brokers
Nairobi
03.2011 - 11.2014
  • Interacted with customers by phone, email, or in-person to provide information.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Reconciled account files and produced monthly reports.
  • Organized, facilitated and participated in community service efforts.
  • Monitored and oversaw general cleaning of office in line with company cleanliness standards.
  • Oversaw maintenance of office facilities and equipment by collaborating with and inspecting work of repair contractors.
  • Edited documents to improve accuracy of language, flow, and readability.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Defined clear targets and objectives and communicated to other team members.

Personal Assistant

Dots and Lines Architectural Firm
Thika
01.2010 - 02.2011
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Displayed absolute discretion at handling confidential information.
  • Kept detailed track of household and maintenance inventory and schedules.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Maintained appropriate filing of personal and professional documentation.
  • Attended meetings, took notes and tracked action items.
  • Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
  • Documented and distributed meeting notes to identify, analyze, and improve workflows.
  • Used discretion when handling confidential information.
  • Served as point of contact between clients and managerial staff.
  • Encouraged clients to take part in activities tailored to individual needs.
  • Handled incoming mail, bills and invoices and completed appropriate actions.

Secretary's Assistant

AGN Kamau Advocates
Nairobi
04.2009 - 12.2009
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
  • Responded to inquiries from callers seeking information.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.

Education

Diploma in Law - Law

Kenya School of Professional Studies
Nairobi
01.2006 - 12.2008

High School Diploma -

St. Francis Girls High School
Thika
02.2002 - 11.2005

Skills

Interpersonal Skills, Team management, Customer service, Problem solving, Organizational skills, Time Management

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Customer Experience Manager

XADO East Africa Ltd
06.2021 - 12.2022

Logistics Manager

Octane Stores ltd
08.2018 - 04.2021

Business Support Officer

Netwrap Consulting Ltd
04.2015 - 03.2018

Office Administrator

Kingbull Insurance Brokers
03.2011 - 11.2014

Personal Assistant

Dots and Lines Architectural Firm
01.2010 - 02.2011

Secretary's Assistant

AGN Kamau Advocates
04.2009 - 12.2009

Diploma in Law - Law

Kenya School of Professional Studies
01.2006 - 12.2008

High School Diploma -

St. Francis Girls High School
02.2002 - 11.2005

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Esther Njoroge