JANE MINOO ALFRED
NAIROBI
Summary
A highly skilled Senior Customer Service Officer and Partnership and Resource Mobilization professional with a proven record of achieving operational efficiency, quality standards, and regulatory compliance. Expertise in developing relationships and creating positive customer experiences has consistently enhanced service culture, led productive teams, secured customer loyalty, and driven profit improvement. In the realm of Partnership and Resource Mobilization, specialization in project management, resource mobilization, stakeholder engagement, marketing, and fundraising is demonstrated. Strategic partnerships are established with a keen ability to balance the interests of donors and project proponents. Strong analytical abilities enable the conceptualization of proposals and the provision of viable solutions. A commitment to a customer-centric mindset and unwavering dedication to excellence ensures successful project execution, stakeholder satisfaction, and sustained business growth
Overview
12
12
years of professional experience
1
1
Certification
Work History
SENIOR CUSTOMER SERVICE OFFICER
Kenya Wildlife Service
06.2023 - Current
- Led and mentored a twenty-member customer service team, implementing targeted training programs and ongoing guidance. Achieved a 25% increase in team productivity and a 30% boost in customer satisfaction scores
- Pioneered the e Citizen online revenue collection system, reducing transaction processing times by 50%. Improved operational efficiency, resulting in a 20% increase in revenue collection accuracy and a 15% reduction in operational costs.
- Developed and implemented strategic initiatives aligned with business objectives, resulting in an increase in customer satisfaction within the first two months
- Spearheaded process optimization, reducing response times by 80% and streamlining workflows. Directly contributed to a 35% increase in customer satisfaction and a 20% rise in retention rates.
- Resolved escalated customer inquiries and complaints with an 80% resolution rate. Preserved customer loyalty and reduced repeat complaints by 25%, demonstrating exceptional problem-solving skills.
- Collaborated with marketing and product teams to align messaging and integrate customer feedback, resulting in a 25% increase in visitation and a 20% rise in revenue.
- Analyzed customer data and feedback to identify trends and regularly reported on key performance metrics, leading to a 15% improvement in decision-making efficiency.
- Implemented quality assurance processes to ensure adherence to service standards and policies. Conducted ongoing training, enhancing team skills and boosting service quality by 30%.
- Managed crisis communication effectively, mitigating potential damage and maintaining a positive brand image, resulting in a 20% increase in customer trust and loyalty.
- Leveraged advanced technologies like Customer Relationship Management to enhance team productivity and streamline customer interactions, achieving a 40% increase in operational efficiency.
- Championed a customer oriented culture, advocating for customer needs across the organization, which led to a 25% improvement in overall customer satisfaction.
PARTNERSHIP and RESOURCE MOBILIZATION OFFICER
Kenya Wildlife Service
02.2013 - 06.2023
- Planned, implemented, and reported on donor-funded projects, fundraising events, and marketing campaigns, successfully raising $600,000 in new funds in both cash and in-kind support.
- Collaborated with cross-functional teams to gather project requirements and identified areas of collaboration with stakeholders, leading to a 30% increase in project efficiency.
- Monitored project progress, addressed challenges, and ensured timely reporting to donors, maintaining a 95% on-time report submission rate.
- Coordinated and oversaw the planning and execution of fundraising events and programs, developing event plans, budgets, and schedules, resulting in a 40% increase in event participation and a 25% increase in funds raised.
- Collaborated with internal and external stakeholders to ensure successful fundraising initiatives, achieving a 20% growth in donor engagement.
- Evaluated the effectiveness of events and programs, recommended improvements, and contributed to a 15% increase in overall fundraising efforts.
- Contributed to the development and implementation of marketing campaigns, collaborating with marketing teams and achieving a 25% increase in campaign reach and a 20% boost in donor response rates.
- Maintained regular communication with donors, provided updates on project impact, and identified new collaboration opportunities, resulting in a 30% increase in donor retention.
- Supervised and provided guidance to a team of 10 members, conducting performance evaluations and identifying professional development opportunities, leading to a 20% improvement in team performance.
- Oversaw administrative and logistical aspects of ongoing projects, events, meetings, and workshops, ensuring smooth operations and a 15% reduction in logistical costs.
- Coordinated procurement activities, maintained expense reports, and ensured client resource utilization, achieving a 10% reduction in procurement costs.
- Assisted in the development and implementation of strategic plans, resource mobilization strategies, marketing strategies, and annual work plans, contributing to a 20% increase in strategic initiative success rates.
Education
Bachelor of Arts - JOURNALISM AND MEDIA STUDIES
UNIVERSITY OF NAIROBI
Nairobi, Nairobi Province, Kenya12.2015
Diploma - MASS COMMUNICATION - Public Relations
MULTIMEDIA UNIVERSITY OF KENYA
Kajiado, Kajiado District, Kenya12.2011
Skills
- Project Management
- Cross-Functional Collaboration
- Fundraising and Donor Engagement
- Customer Satisfaction
- Process Optimization
- Stakeholder Engagement
- Data Analysis and Reporting
- Marketing Campaign Development
- Team Leadership and Mentorship
- Strategic Planning and Implementation
Languages
English (fluent)
Swahili (fluent)
Affiliations
- Kenya Association of Fundraising Professionals
- Marketing Society of Kenya
Certification
Resource Mobilization and Grant Management at AMREF International Training Centre, Nairobi
Digital Marketing at Enashpai Resort & Spa, Naivasha
Project Planning and Management at Kenya School of Government
Protocol &Events Management at Eastern and Southern African Management Institute-ESAMI
Additional Information
Ms. Idza Dzilla ;Senior Assistant Director Partnership and Resource Mobilization Directorate, Kenya Wildlife Service Tel: +254722605225 ,idza@kws.go.ke
Mr. Dadley Tsinganyiu ;Assistant Director , Kenya Wildlife Service Tel: +254720880921 ,dakiluhula@gmail.com;tsinganyiu@kws.go.ke
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsTeam Building / Company RetreatsHealthcare benefitsPaid sick leave401k matchWork from home optionInterests
Relationship Developments,Marketing and Events organizations,Fundraising,Customer Centric mindset,Stakeholder engagement,Resource mobilization
Timeline
SENIOR CUSTOMER SERVICE OFFICER
Kenya Wildlife Service
06.2023 - Current
PARTNERSHIP and RESOURCE MOBILIZATION OFFICER
Kenya Wildlife Service
02.2013 - 06.2023
Bachelor of Arts - JOURNALISM AND MEDIA STUDIES
UNIVERSITY OF NAIROBI
Diploma - MASS COMMUNICATION - Public Relations
MULTIMEDIA UNIVERSITY OF KENYA
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