I volunteer at a childrens' home in my neighborhood on holidays
LIZZ MWANGI
Mechatronics Engineer
Kandara,Kenya
Summary
Versatile Mechatronics Engineer with a Bachelor's degree focused in Mechatronics, Robotics and Automation Engineering from Dedan Kimathi University of Technology. (DeKUT).A demonstrated history of working in the automotive and manufacturing industries. Skilled in Computer-Aided Design (CAD), Analytical Skills, PLC Programming, Microsoft office, Management, Logo Design and Leadership. Also boasts experience in Customer Service, Sales and Marketing. Key experiences are in Lead Conversation, CRM (processes), Product and People management, Customer Service & Customer Experience management, relationship management, Digital Marketing and Social Media Management.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
Work History
Customer Experience Officer
Moko Home and Living
Nairobi, Kenya
02.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Consulted with outside parties eg. G4S Courier Services to resolve discrepancies and create expert solutions.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Communicated client satisfaction trends and product usage to marketing, sales and product development groups.
- Obtained referrals with existing clients to generate new business, boosting overall sales by 50%.
- Completed call reports, paperwork and on-going personal training by required deadlines.
- Handled sales worth over Ksh. 2M monthly, increasing revenue by 20%.
- Trained new employees on customer service, money/payments handling and organizing strategies.
Editor/Digital Marketer
Hero Educational Publishing House
Nairobi, Kenya
01.2018 - 01.2020
- Determined readiness of written pieces, made changes and approved final versions for publication.
- Collaborated with graphics department to develop and implement visual elements such as 3D Heart diagrams for Science papers and CBC Curriculum.
- Reviewed educational articles and exam papers for grammar, spelling, punctuation, syntax, accuracy and compliance with quality standards.
- Maintained professional, friendly and productive relationships with teachers, exam setters and type setters to stay updated on team strategies, changes and victories.
- Oversaw team of 6 teachers per paper to be set and support staff when creating content for educational materials.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Manufacturing Engineering Intern
Numerical Machining Complex
Nairobi, Kenya
01.2017 - 05.2017
- Worked directly with with CNC Machines and gained understanding of overall manufacturing operations.
- Recommended arrangement of machines within plant facilities for maximum productivity.
- Designed tooling for injection molded plastic, compression molded elastomers and diecast metal parts using CAD/CAM Design.
- Identified appropriate methodology to shorten cycle time and achieve target while running tests to check if machines produced outputs according to specifications.
- Calculated overall production costs by evaluating material, labor and other expenditures.
- Resolved technical issues and provided approval recommendations effectively.
Automotive Engineering Intern
Schumacher's of 4X4, Zensational Holdings Ltd
Nairobi, Kenya
01.2016 - 05.2016
- Conducted routine oil changes, tire rotations, fluid replacements and bulb changes.
- Operated specialized equipment such as Car Diagnostic Scanners to test electronics and computer control systems.
- Inspected suspension and exhaust systems to determine needed repairs.
- Promoted shop safety by cleaning work areas and removing hazardous materials.
- Read and followed technical documentation to complete accurate repairs.
- Performed scheduled and unscheduled maintenance tasks on vehicle parts.
- Communicated issues to supervisor and helped develop solutions.
Education
Certification - Digital Marketing
09.2019 - 01.2020
Bachelor of Science - Mechatronic Engineering
09.2013 - 12.2017
- Member of the University's Robotics Club.
- Awarded Certificate of Participation in the 2017 Central Kenya ASK Show held from 12th-16th September, 2017.
High School Diploma -
01.2009 - 12.2012
Scored a mean grade of A- (77 Points). I was a member of the science and math clubs. Also won the science congress in the zonal, district and provincial levels.
Skills
CRM Software (Freshsales)
Key stakeholder relationship building
Customer Response
AutoCAD proficiency
Problem anticipation and resolution
CNC machine operation
Interpersonal skills
Leadership
B2C sales
Mechanical engineering
Computer Skills
Team work
PLC Programming
Coaching and mentoring
Websites
Accomplishments
- Collaborated with a team of 5 at the University in the development and exhibition of an innovative project (a robot) at the 2017 Central Kenya ASK Show.
- Used Microsoft Excel to develop Customer Follow up spread sheets to aid in lead nurturing and conversation.
- Received "customer service representative of the month" award out of 15 other representatives in the department. Results were based on sales quotas and customer satisfaction.
Interests
I enjoy to read self help and psychology books Eat that Frog by Brian Tracy was a great read
I have developed an interest in AI and machine learning
Timeline
Customer Experience Officer - Moko Home and Living
02.2020 - Current
Escils - Certification , Digital Marketing
09.2019 - 01.2020
Editor/Digital Marketer - Hero Educational Publishing House
01.2018 - 01.2020
Manufacturing Engineering Intern - Numerical Machining Complex
01.2017 - 05.2017
Automotive Engineering Intern - Schumacher's of 4X4, Zensational Holdings Ltd
01.2016 - 05.2016
Dedan Kimathi University of Technology - Bachelor of Science, Mechatronic Engineering
09.2013 - 12.2017
Bishop Gatimu Ngandu Girls High School - High School Diploma,
01.2009 - 12.2012