Lucy Muikamba Njogu
Mombasa
Summary
- Over 3 years of experience in customer support and sales, driving operational efficiency across teams.
- Calendar and schedule management, Inbox management and task tracking.
- Enhanced client acquisition and retention, contributing to significant company growth.
- Optimized service delivery through real-time problem solving and effective communication, resulting in increased revenue.
- Spearheaded and facilitated the "Beyond the Desk" virtual engagement program for over 96 employees, held biweekly promoting stress relief, collaboration, and morale across departments.
Overview
4
4
years of professional experience
Work History
Executive Assistant (Remote)
EUSMS (Part time, Volunteer)
Mombasa, Kenya
08.2025 - Current
- Provide executive and administrative support to the CEO, manage schedules and meetings via Calendly, and coordinate communication across departments. Use Trello to track tasks and improve workflow efficiency. Introduced structured meeting templates that enhanced follow-up and team coordination.
Direct Sales Agent
Jamii Telecommunications
Mombasa
07.2025 - 08.2025
- Boosted sales revenue by tailoring product recommendations to customer needs.
- Expanded customer base through proactive prospecting (calls, emails, door-to-door visits).
- Strengthened client relationships with consistent follow-ups, improving retention.
- Improved team performance by sharing best practices and supporting colleagues.
Repayment Executive
Apollo Agriculture
Remote
07.2022 - 05.2025
- Increased repayment compliance by negotiating effective repayment plans and resolving disputes.
- Managed high-volume customer accounts, ensuring timely updates on payments and delivery.
- Identified and resolved systemic challenges (e.g., late deliveries, billing errors), improving trust.
- Developed structured repayment processes that contributed to improved loan recovery rates.
Customer Experience Agent
Apollo Agriculture
Remote
01.2022 - 06.2022
- Resolved complex customer complaints with empathy and efficiency, achieving higher first-call resolution rates.
- Enhanced customer satisfaction by improving communication channels and reducing response delays.
- Investigated escalated issues and provided tailored solutions, strengthening customer loyalty.
- Contributed to team targets, consistently exceeding satisfaction ratings and call handling goals.
Education
Diploma - Data Management & Analytics
East Africa Institute of Certified Studies
MOMBASA12.2025
Certificate - Business Management
Kenya Institute of Management
MOMBASA12.2005
Skills
Technical skills; Executive Assistant roles like, email management, calendar management, travel arrangements, and project coordination Confidential data management, project coordination, workflow optimization, process improvement, and call center operations Proficient in CRM (HubSpot and Salesforce), Google Workspace, Trello, and Calendly, as well as programming languages like Python and R
Referees
- Upon request.
Timeline
Executive Assistant (Remote)
EUSMS (Part time, Volunteer)
08.2025 - Current
Direct Sales Agent
Jamii Telecommunications
07.2025 - 08.2025
Repayment Executive
Apollo Agriculture
07.2022 - 05.2025
Customer Experience Agent
Apollo Agriculture
01.2022 - 06.2022
Diploma - Data Management & Analytics
East Africa Institute of Certified Studies
Certificate - Business Management
Kenya Institute of Management