LILLIAN NGARE
NAIROBI
Summary
I am a resourceful professional in management operations known for high productivity and efficient task completion. Excel in communication, problem-solving, and adaptability, ensuring seamless execution of business strategies and enhancement of team performance.
Overview
17
17
years of professional experience
Work History
Director of Operations
EMORY HOLDINGS K LTD
NAIROBI
03.2018 - 09.2023
- Monitored inventory levels to maintain optimal stock and reduce waste.
- Communicated clear and consistent messages regarding departmental goals to produce desired results.
- Established operational guidelines and identified opportunities for improvement.
- Led cross-functional teams to streamline operational processes and enhance efficiency.
- Developed and implemented standard operating procedures for daily operations.
- Managed vendor relationships to negotiate contracts and improve service quality.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Identified areas where process improvements could be made resulting in increased productivity.
- Promoted products, increasing customer base, and market share.
- Planned delivery routing, team workflows, and promotional initiatives.
Customer Experience Executive
SAFARICOM LTD
NAIROBI
06.2007 - 09.2017
- Delivered exceptional customer service to enhance client satisfaction and loyalty.
- Managed customer inquiries through various channels, ensuring timely responses.
- Resolved complex customer issues by coordinating with relevant departments effectively.
- Maintained positive relationships with customers by responding promptly to their requests.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Mentored junior team members and managed employee relationships.
Administrative Assistant
ACE AUDIO VISUAL
NAIROBI
05.2006 - 06.2007
- Managed scheduling and coordination of client meetings and events.
- Responded to client inquiries via phone and email promptly.
- Collaborated with team members to streamline administrative processes.
- Maintained office supplies inventory by checking stock to determine inventory level.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Directed customer inquiries to appropriate department personnel.
- Handled incoming calls and directed callers to appropriate department or employee.
Education
Bachelor of Arts - EDU (BUSINESS AND SECRETARIAL STUDIES)
KENYATTA UNIVERSITY
NAIROBI07-2005
High School Diploma -
SOUTH TETU GIRLS
NYERI12-2000
GED -
MOI NYERI COMPLEX
NYERI12-1995
Skills
- Customer relationship management
- Communication skills
- Operations management
- Strategic planning and execution
REFERENCE
DR SUSAN MAMBO
JKUAT
254720353748
REFERENCE
MR SIMON GATHUA
KENYATTA UNIVERSITY
254721243012
REFERENCE
MR STEPHEN KAGUNYA
SAFARICOM LTD
254721491490
Accomplishments
- Drove Emory Holdings K Ltd to be among the overall winners in sales and distribution for Eastern and Coastal Region for Telkom Kenya for Financial Year 2021-2022
- Led my team in Eastern Region to be the market leaders in sim acquisition and customer onboarding
- I was part of a team at Safaricom that drafted, curated, and executed guidelines for handling mobile money corporate accounts
Timeline
Director of Operations
EMORY HOLDINGS K LTD
03.2018 - 09.2023
Customer Experience Executive
SAFARICOM LTD
06.2007 - 09.2017
Administrative Assistant
ACE AUDIO VISUAL
05.2006 - 06.2007
Bachelor of Arts - EDU (BUSINESS AND SECRETARIAL STUDIES)
KENYATTA UNIVERSITY
High School Diploma -
SOUTH TETU GIRLS
GED -
MOI NYERI COMPLEX