Faith Chelangat Kitiyo
Nairobi
Summary
Highly motivated and organized professional with experience in administrative support, customer service and data analysis which includes generating new projects, solving and answering customers' problems, administration support and managing tracking returns. Possess proven ability in stakeholder management, process improvement and result orientation. Organized, critical thinker, creative, good communicator, thrives in pressure, exercise writing skills and notable positive rapport with customers. Looking to translate a strong interpersonal and analytical skills in optimizing service delivery.
Overview
7
7
years of professional experience
Work History
Freelancer Data Analyst
Virtual Client
03.2024 - Current
- Collected data from sales and marketing and from its own transactions, gathered publicly available data on different competitors' sales and market share which led to gaining of valuable insights into its sales performance and competitive position, leading to informed decision making and measurable business improvements
- Utilized Excel to calculate key metrics like average order value, customer lifetime value and product profitability
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Also created pivot tables, charts to compare sales trends by product category, price range and time period which led to data-driven pricing strategies and product selection that led to an overall 10% increase in annual sales
- Created interactive dashboards visualizing market share comparison with its competitors for different product categories resulting to analysis revealing the furniture shop was losing market share in specific product categories due to higher competitor pricing, therefore based on insights, the furniture shop reduced prices on select items to match competitor pricing leading to a 15% increase in sales for those products within a quarter
- Leveraged Power Bi to conduct sentiment analysis of online reviews to understand customer preference and identified that competitors targeted a younger demographic with trendy furniture lines therefore the furniture shop had to make an informed data driven decision of introducing a new trendy furniture line
Transcriptionist and Data Entry Specialist
Virtual Clients
03.2020 - Current
- Completed transcription and data entry projects for various clients with focus on accuracy, attention to detail, and timely delivery
- Managed multiple projects simultaneously, demonstrating strong organizational and time management skills
- Adapted to different clients' requirements and maintained confidentiality of sensitive information.
- Maintain strict confidentiality with sensitive information, ensuring client trust and privacy.
- Strive to deliver transcribed documents to appropriate personnel on time to increase chances of future collaboration.
- Improved overall workflow efficiency through implementing time-saving strategies such as keyboard shortcuts and customized autocorrect settings.
- Delivered excellent customer service by promptly addressing inquiries and concerns from clients regarding their projects.
Assistant Administrator
Wiljon Estates Ltd
01.2020 - 04.2023
- Streamlined tax management and compliance by accurately filing returns and adhering to tax regulations
- Responding to inquiries from potential buyers, sellers and tenants via phone, email and social media
- Document preparation to assist in preparing and organizing documents such property listings, contracts and closing documents
- Streamlined the invoicing workflow through automation, reducing processing time by 40% and ensuring 100% timely payments, resulting in a 15% decrease in vendor disputes
- Maintained customer satisfaction through professional conduct and engagements to increase customer lifetime value
- Utilized HubSpot CRM to provide a centralized database where it stored and managed all client information, including contact details, communication history, and property preferences
- Used the ticketing system on HubSpot to efficiently track, update and manage clients' issues and inquiries
- With this it helped ensure timely follow-ups
- Integrating a management system that is used to store customer data, and updating the company’s property listings in the company’s database ensuring all data is current and accurate
- Effectively balanced daily administrative tasks while providing operational support and service functions
- Calendar management for the CEO of the company
- Utilized Asana in coordinating of construction projects with the construction team, and track progress on the various projects ensuring deadline were met, plus also generated reports on property performance, company sales and market trends which helped in strategic planning
- Answered upwards of 20 phone calls daily, taking detailed messages
- Scheduling of appointments such as property viewings, client’s meetings, follow-up appointments and ensured executives arrived to meetings with clients on time
Intern Data Analyst
Kireka Health Centre II
06.2017 - 07.2017
- Coordinated design of data collection tools, data entry and analysis using statistical software such as SPSS, EPI Data, and Ms Excel
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Collaborated in person to prepare statistical reports for various departments such as nutrition, nursing, laboratory departments
- Did performance contracting, monitoring and evaluation to reduce wait times and improve quality of hospital services in identified departments.
- Sorted and organized files, spreadsheets, and reports.
- Actively participated in team meetings, offering insightful suggestions that led to innovative problem-solving strategies.
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
- Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
- Prepared written summaries of meeting discussions to ensure clear communication throughout while promoting accountability for action items.
Education
Certification - Data Science
ALX AFRICA
Nairobi, Kenya08.2024
Certification in Tax management and -
East African School of Taxation
Kampala, Uganda04.2021
Bachelor Of Arts - Development Economics
MAKERERE UNIVERSITY
Kampala, Uganda12.2019
Skills
- Excel/Google sheets
- Customer Relationship Management
- Analytical thinking
- Asana, HubSpot
- Customer Focus & Support
- Tax Management
- Google Suite
- Report Development
- Microsoft Office
- Strategic Planning
- Data Entry Documentation
- Team Leadership
- Problem Solving
- Call center experience
- Payment Processing
- Administrative Support
- Data Collection
Timeline
Freelancer Data Analyst
Virtual Client
03.2024 - Current
Transcriptionist and Data Entry Specialist
Virtual Clients
03.2020 - Current
Assistant Administrator
Wiljon Estates Ltd
01.2020 - 04.2023
Intern Data Analyst
Kireka Health Centre II
06.2017 - 07.2017
Certification - Data Science
ALX AFRICA
Certification in Tax management and -
East African School of Taxation
Bachelor Of Arts - Development Economics
MAKERERE UNIVERSITY
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