FRIDAH KENDI MURUGU
The Analyst, Workforce Administration
Nairobi
Summary
Customer Experience Executive with extensive contact-centre operations experience across multi-queue service environments. Delivers FCR, service-level management, and daily operational reporting while supporting escalations, customer education, and accurate case handling. Strengthens service quality through process compliance, performance monitoring, and colleague knowledge sharing. Handles Line 100, SMS, M-Shwari, Line 200, and other specialised queues.
Overview
6
6
Certifications
19
19
years of professional experience
Work History
Insurance Agent for Life & General Insurance
ICEA LION
04.2012 - Current
- Track $[number] in client claims documentation before forwarding files to the appropriate office for action.
- Manage [number] client portfolios weekly while maintaining professional relationships and supporting ongoing insurance needs.
- Manage life and general insurance client relationships while supporting ongoing service needs.
- Maintain accurate, secure client records to support reliable policy administration and follow-up.
- Monitor policy renewal dates and issue timely renewal notifications to keep clients informed.
- Receive and process client claims, forwarding documentation to the appropriate office for action.
- Maintain compliance with industry requirements and professional standards, supported by AKI Qualifier recognition and other certifications.
- Mentored junior agents on sales techniques and product knowledge to improve team performance.
Customer Experience Executive
SAFARICOM PLC
01.2011 - Current
- Complete 10000+ daily operational reports to support management visibility, performance monitoring, and timely decision-making.
- Maintain 2000+ customer interactions per shift while keeping service standards and First Call Resolution focus on track.
- Handle customer support across Line 100, SMS, M-Shwari, Line 200, and other specialised queues with consistent process compliance.
- Escalate complex customer and technical issues to second-line teams, then follow through until resolution.
- Educate customers on products and services, delivering accurate guidance that supports adoption and stronger customer experience.
- Monitor recurring service issues, identify process gaps, and contribute to continuous improvement actions across contact-centre operations.
- Share product knowledge through seat-by-Nelly sessions, support colleagues, and strengthen team capability across multiple support functions.
Receptionist / Administrative Assistant
LIGENT TECHNOLOGIES LIMITED
08.2009 - 12.2010
- Handled Kshs. 20,000+ in customer payments while preparing receipts and maintaining accurate transaction records.
- Coordinated 10000+ parcel and document deliveries weekly, routing invoices and statements to the correct destinations.
- Screened and directed incoming calls professionally, supporting smooth contact centre operations and escalation handling.
- Placed orders and maintained electronic stock records to support timely delivery of goods and services.
- Prepared weekly stock reports to support operational visibility, workforce administration, and resource coordination.
- Maintained organised filing systems and office records, improving document retrieval and data accuracy.
- Responded to emails, processed documents, and supported general office administration with consistent attention to detail.
Data Entry Clerk
CIVIL REGISTRY
04.2009 - 07.2009
- Maintained 99% data accuracy through careful validation of entered information and record details.
- Processed 2000+ records daily with consistent accuracy and timely system updates.
- Entered information accurately into organisational systems, supporting reliable day-to-day records management.
- Sorted, organised, and maintained physical files to keep records accessible and orderly.
- Cross-checked entered information against source records to identify and correct data-entry errors.
- Monitored record completeness and consistency to support records integrity and process compliance.
- Supported continuous improvement by flagging recurring data issues and validating corrections before filing.
Industrial Attachment
TRIPLE M' INSURANCE BROKERS LTD
08.2007 - 12.2007
- Managed 2000+ records for quick retrieval, supporting organized office administration and reference use.
- Processed 500+ petty-cash entries accurately while maintaining clear supporting documentation.
- Handled telephone communication professionally, supporting customer enquiries and day-to-day contact centre operations.
- Supported general office administration, including document handling, correspondence, and routine filing tasks.
- Maintained organised records and correspondence for efficient reference, retrieval, and basic operational reporting.
- Assisted with routine administrative work, contributing to smooth office flow and consistent data accuracy.
- Contributed to clerical tasks across the office, reinforcing teamwork and reliable daily workflow support.
Education
Certificate of Proficiency - Insurance
College of Insurance
09-2013
Diploma - Business Administration
Nairobi Technical Training Institute / KNEC
11-2008
Diploma - Project Management
Kenya Institute of Management
03-2008
Advanced Certificate - Business Management
Kenya Institute of Management
12-2006
Certificate - Computer Studies
05-2005
Kenya Certificate of Secondary Education (KCSE) - undefined
Kaaga Girls High School / KNEC
01-2004
Skills
Contact centre operations
Performance monitoring & reporting
KPI & SLA monitoring
Escalation management
Quality assurance
Customer education
Workforce administration
Workforce scheduling
Resource coordination
Operational reporting
Continuous improvement
Accomplishments
- Consistent Top Performer: Recognised several times within Safaricom for strong customer experience and NPS performance.
- Outstanding Performance: Achieved Outstanding performance ratings on two occasions while serving across contact-centre queues.
- Customer Experience: Consistently contributed to positive customer experiences through effective issue resolution and proactive customer engagement.
- Knowledge Transfer: Supported colleague development through seat-by-Nelly coaching and knowledge-sharing sessions.
- Operational Reporting: Maintained accurate and timely daily reporting within the Line 200 Folder Management function.
- Process & Service Support: Coordinated multiple teams to resolve billing, technical and customer-service issues within established processes.
Certification
Certificate of Proficiency, College of Insurance
Timeline
Insurance Agent for Life & General Insurance
ICEA LION
04.2012 - Current
Customer Experience Executive
SAFARICOM PLC
01.2011 - Current
Receptionist / Administrative Assistant
LIGENT TECHNOLOGIES LIMITED
08.2009 - 12.2010
Data Entry Clerk
CIVIL REGISTRY
04.2009 - 07.2009
Industrial Attachment
TRIPLE M' INSURANCE BROKERS LTD
08.2007 - 12.2007
Kenya Certificate of Secondary Education (KCSE) - undefined
Kaaga Girls High School / KNEC
Certificate - Computer Studies
Advanced Certificate - Business Management
Kenya Institute of Management
Diploma - Project Management
Kenya Institute of Management
Diploma - Business Administration
Nairobi Technical Training Institute / KNEC
Certificate of Proficiency - Insurance
College of Insurance