GRACE KAREMI
Nairobi
Overview
8
8
years of professional experience
8
8
years of post-secondary education
Work History
Customer Support Shift Supervisor
Sportserve
9 2020 - Current
- Manage and lead team of 60 customer support agents, serving as primary point of contact for issue resolution and customer queries.
- Provide continuous training, coaching, and feedback to ensure team members meet performance standards.
- Analyze customer engagements and feedback to identify trends and areas for improvement, providing recommendations to enhance overall customer experience.
- Collaborate with Quality Assurance and Compliance teams to review performance data and implement best practices, maximizing customer satisfaction.
- Identify operational issues and propose solutions for improvement, contributing to enhancement of departmental efficiency.
- Provide feedback to upper management on strategies and activities to improve customer experience, contributing to decision-making processes and organizational goals.
- Assist in streamlining internal processes by identifying areas of improvement and proposing actionable solutions that enhance overall efficiency.
- Contribute ideas and practical solutions to support process improvement efforts.
- Assist in onboarding and acclimation of new team members, creating a welcoming environment, and supporting their success.
Digital Customer Support Agent
Standard Focus Limited
04.2020 - 08.2020
- Handled over 50 customer emails and chats per day.
- Assisted customers and provided timely resolution to customer inquiries through multiple channels, including email and live chat platforms, leading to enhanced customer satisfaction.
- Provided personalized assistance for customers, resulting in a higher overall satisfaction rate
- Improved first-contact resolution rates by quickly identifying root causes of customer issues and delivering effective solutions.
- Conducted thorough follow-ups on escalated customer concerns, furnishing swift and constructive feedback.
- Collaborated with team members to identify common issues and provide consistent solutions, reducing repeat concerns.
- Met or exceeded performance metrics consistently by handling high volume of contacts without sacrificing quality service delivery.
- Liaised with internal teams to resolve customer concerns and escalated technical issues to shift supervisor for assistance.
- Tracked client feedback and collaborated with cross-functional teams to address recurring concerns and enhance product offerings.
- Executed additional tasks as delegated by supervisors and managers.
Assistant Project Manager
Amka Space for Women Creativity
11.2019 - 04.2020
- Managed project milestones and deliverables, ensuring adherence to timelines and objectives.
- Scheduled and conducted project meetings, fostering effective communication among team members.
- Developed and maintained comprehensive project plans encompassing objectives, schedules, funding, and staffing requirements.
- Engaged with key stakeholders to ascertain project requirements and objectives, ensuring alignment with organizational goals.
- Orchestrated project activities to meet deadlines, meticulously coordinating tasks and resources.
- Monitored project costs to identify budgetary concerns, promptly addressing issues to maintain financial stability.
- Provided regular project status updates, addressing budget, resource allocation, technical challenges, and client satisfaction.
- Assigned tasks and responsibilities to project personnel, fostering accountability and productivity.
- Reviewed and approved modifications to project plans, adapting to evolving circumstances while maintaining project integrity.
- Prepared and submitted budget estimates and progress reports for project tracking.
- Identified and resolved risks to minimize project disruption.
- Documented lessons learned from past projects, recommending improvements, cost-saving measures, and strategic substitutions to enhance future project outcomes.
Freelancer
Fiverr
11.2018 - 11.2019
- Conducted thorough research to provide well-informed recommendations for clients' strategic decision-making processes.
- Analyzed user feedback to gather input and identify areas required for improvement.
- Expanded professional network through engaging in online communities.
- Crafted and revised content to meet rigorous standards, ensuring alignment with client preferences, and publisher requirements.
- Collaborated with fellow writers to execute various projects, pooling expertise for optimal outcomes.
- Strategically organized and structured materials to enhance readability and comprehension.
- Generated and presented detailed project status reports to clients and stakeholders, encompassing data insights, task progress, and procedural updates.
- Provided project leadership, fostering strong stakeholder relationships to manage expectations and ensure project deliverables.
- Enhanced client satisfaction by delivering high-quality work within deadlines.
Project Officer
Vision Rescue
8 2017 - 10.2018
- Conducted field monitoring visits, emphasizing human rights initiatives and associated events.
- Compiled and reviewed project accomplishments on quarterly basis, ensuring accurate completion of monthly tracking sheets
- Increased team productivity with regular monitoring, feedback sessions, and performance evaluations.
- Developed comprehensive project plans outlining scope, timeline, budget constraints, and risk mitigation strategies.
- Identified valuable insights and aided project team in crafting case studies to document qualitative project outputs.
- Partnered with project team members to identify and quickly address problems.
- Kept stakeholders informed of progress through regular status updates clearly communicating any changes to project scope, timeline or budget.
Monitoring and Evaluation Intern
Kenya National Commission on Human Rights (KNHCR)
05.2016 - 05.2017
- Conducted thorough research and analysis to identify human rights issues, including gender dimensions, and prepared reports.
- Ensured adherence to M&E standards and best practices, maintaining data quality, and promoting effective use.
- Documented project activities and lessons learned, maintaining comprehensive project profiles and reports.
- Developed Terms of Reference (TOR) for project evaluations conducted by external consultants.
- Conducted joint field-level monitoring and supervisory visits to track progress, identify challenges, and provide feedback.
- Played significant role in developing biannual evaluation plans based on organizational priorities and previous evaluation findings.
- Reviewed and provided technical feedback on M&E plans for new programs and budget revisions, ensuring alignment with organizational goals and risk mitigation strategies.
- Facilitated the preparation of monitoring and evaluation budgets and ensured appropriate allocation of resources.
- Reviewed monitoring and evaluation plans to ensure they effectively measured results and addressed risks.
- Promoted a culture of continuous learning by sharing insights from evaluations with relevant team members.
- Assisted in the preparation of detailed reports on evaluation findings, ensuring clarity and relevance for stakeholders' needs.
- Ensured compliance with ethical guidelines throughout all stages of the evaluation process, maintaining confidentiality and integrity of data collected.
- Assisted in the development of evaluation tools and methodologies for improved data collection and assessment.
- Collaborated with project teams to design evaluation frameworks that effectively measured program outcomes and impact.
- Developed strong working relationships with colleagues across various departments, fostering a collaborative work environment.
- Participated in ongoing professional development opportunities to stay current on best practices in the field of program evaluation.
- Maintained organized records of all evaluation activities and data, ensuring easy access to relevant information for future reference.
- Provided valuable input into grant proposals, utilizing expertise in evaluation methodologies and techniques.
- Participated in regular team meetings where feedback was exchanged constructively among peers regarding ongoing projects.
- Supported program staff in the implementation of evaluation plans, ensuring accurate monitoring and reporting.
Education
Bachelor of Arts -
University of Nairobi, Kenya
Kenya 05.2012 - 09.2016
Kenya Certificate of Secondary Education – High Sc -
St Clares’ Girls Secondary School
Kenya 01.2008 - 12.2011
Skills
Training and mentoring
Timeline
Digital Customer Support Agent
Standard Focus Limited
04.2020 - 08.2020
Assistant Project Manager
Amka Space for Women Creativity
11.2019 - 04.2020
Freelancer
Fiverr
11.2018 - 11.2019
Monitoring and Evaluation Intern
Kenya National Commission on Human Rights (KNHCR)
05.2016 - 05.2017
Bachelor of Arts -
University of Nairobi, Kenya
05.2012 - 09.2016
Kenya Certificate of Secondary Education – High Sc -
St Clares’ Girls Secondary School
01.2008 - 12.2011
Customer Support Shift Supervisor
Sportserve
9 2020 - Current
Project Officer
Vision Rescue
8 2017 - 10.2018
Summary
Dedicated and results-oriented professional with a Bachelor of Arts in Project Planning and Management, complemented by a wealth of experience in leadership, project management, customer service and monitoring and evaluation. Eager to leverage proven expertise in team management, problem-solving, and stakeholder engagement to drive organizational success and foster continuous improvement. Seeking a challenging role to apply my analytical skills and passion for delivering exceptional customer service to contribute effectively to the achievement of organizational goals and initiatives.
Accomplishments
- Mentored and facilitated the advancement of 3 team members, accelerating their progression from customer support interns to customer support representatives, 6 months ahead of schedule. (Sportserve)
- Developed a compelling proposal addressing Teenage Pregnancies in Informal Settlements of Nairobi, resulting in successful funding acquisition from the Urgent Action Fund-Africa. (Amka Space for Women’s Creativity)
- Designed a comprehensive departmental risk register under the guidance of my supervisor, outlining objectives and actionable solutions to mitigate operational risks effectively. (Kenya National Commission on Human Rights)
- Revised and enhanced the Monitoring and Evaluation (M&E) Framework to align with the 2015-2018 Strategic Plan requirements, providing crucial guidance to various departments and facilitating progress tracking. (Kenya National Commission on Human Rights)
- Spearheaded the development of an M&E Database, streamlining the recording and analysis of departmental support activities, contributing to efficient inter-departmental coordination. (Kenya National Commission on Human Rights)
- Created a custom MS Project tool for tracking project implementation progress, ensuring adherence to timelines and optimal resource utilization for Grant Projects. (Kenya National Commission on Human Rights)
- Designed and implemented an MS-Access database for the finance department, significantly enhancing imprest tracking and accounting processes. (Kenya National Commission on Human Rights)
- Participated in the finalization and pretest of Checklists in all 47 counties of Kenya in 2017, collaborating with the Economic, Social, and Cultural Rights department, the Ministry of Health, WHO, and AMREF to develop comprehensive M&E framework checklists for Human Resource for Health (HRH) and Health Infrastructure Norms and Standards. (Kenya National Commission on Human Rights)
Skills
Leadership | Team Management | Coaching & Mentoring | Training Development | Compliance Management | Problem Solving | Strategic Planning | Collaboration | Stakeholder Engagement Budget Management | Excellent oral and written communication skills | Project Management | Monitoring & Evaluation | Project Reporting | Project Budgeting | Project Management Life Cycle | Proficient in MS Office, G-suite packages & MS Project| Customer Service
References
- Jane Nyambura Kiarie, Quality Assurance Manager, Sportserve, +254789886611, kiariej2010@gmail.com
- Abel Imani Sauti, Senior Monitoring and Evaluation Officer, Kenya National Commission on Human Rights, +254723810105, abelsauti@yahoo.com
- Gladys Jebichii Kiptoo, Monitoring and Evaluation Officer, Kenya National Commission on Human Rights, +254729638881, gladyskip@gmail.com
Training
- Coaching Excellence - Delivering Feedback (ESL Training Institute, December 2020)
- Problem Solving and Decision Making - SMART & SWOT Analysis (ESL Training Institute, November 2020)
- Risk Management (Compliance Institute of Kenya, August 2016)
- Project Cycle Management, Monitoring and Evaluation (Strathmore University, June 2016)
- International Computer Driving License – ICDL (Institute of Advanced Technology, May 2012)
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