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
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
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
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
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