Irene Kibet
Summary
Motivated data enthusiast skilled in data analysis, visualization, and programming with a passion for improving business performance and customer experience.
Overview
7
7
years of professional experience
Work History
Quality Assurance Manager
Kenya Commercial Bank
Nairobi, Kenya
08.2020 - 08.2022
- Increased departmental efficiency with improved reporting which led to greater responsibilities for the entire department, and allowed for a 200% personnel growth over two years.
- Established key process indicators (KPI’s) and implemented preventive and corrective actions to eliminate root causes of poor quality and delivery problems.
- Maintained and used Customer Operational Profile for designing randomized test matrices which were used in customer simulation tests.
Customer Experience Manager
Metropol Credit Reference Bureau
Nairobi, Kenya
02.2018 - 08.2020
- Developed and implemented customer experience strategies that improved efficiency and effectiveness of customer interactions, resulting in increased customer satisfaction and loyalty.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Customer Service Associate
Mozzart Bet Kenya Limited
Nairobi, Kenya
05.2015 - 10.2017
- Achieved customer satisfaction rate of over 60% within the first year and was awarded the most outstanding customer service officer for the year 2017.
- Provided basic technical support for clients on a wide range of company products, resolving issues at a 90% rate.
Education
Master of Science - Data Science And Analytics
Grand Valley State University
Allendale, MI05.2024
Bachelor of Science - Business Management
Moi University
Eldoret, Kenya11.2013
Skills
- Data analysis tools: Python, R, SQL, SAS
- Data visualization tools: Tableau, Power BI
- Database management: MySQL, MongoDB
- Statistical analysis: Hypothesis testing, A/B testing, Time-series analysis
- Microsoft Office: Excel, PowerPoint, Word
- Customer Relationship Management (CRM) Software
- Client Relations and Retention
Timeline
Quality Assurance Manager
Kenya Commercial Bank
08.2020 - 08.2022
Customer Experience Manager
Metropol Credit Reference Bureau
02.2018 - 08.2020
Customer Service Associate
Mozzart Bet Kenya Limited
05.2015 - 10.2017
Master of Science - Data Science And Analytics
Grand Valley State University
Bachelor of Science - Business Management
Moi University