LYDIA NDUHIU
CUSTOMER CARE SUPPORT ANALYST
P.O Box 13327 NAIROBI
Summary
Detail-oriented, organized and dependable Customer Support Analyst with 14+ years’ customer care experience and administrative duties. Eager to join Gavi Alliance to help achieve your vision of leaving no-one behind in offering vaccination services. In my current role, I have maintained a customer retention rate 45% above the company average and received 90% positive customer survey results.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Customer Support Analyst
SAFARICOM LIMITED
NAIROBI
02.2017 - Current
- Offering in-depth and creative solutions for customer care issues that could not be resolved at the point of contact to decrease customer churn
- Suggested and assisted to implement night shift on external customers’ email queue which reduced the backlog by 80%
- Helped to resolve a recurring postpaid product payment posting complaint by analyzing reports and identifying a major process bottleneck, which led to a 50% reduction in the number of tickets for this specific issue
- Awarded for being the best-performing analyst for 6 months in a row in 2018
- Trained 3 new hires on the workflow process.
Administrative assistant
SAFARICOM LIMITED
NAIROBI
04.2013 - 08.2013
- Fulfilled daily tasks such as calendar management, communications, facilitating local, international travel and accommodation
- Saved the Head of the department 3 hours daily by sorting emails, and aiding him to prepare for meetings by proofreading executive material and preparing presentations
- Facilitated a team-building event for over 50 people and successfully organized 2 office events which led to recommendations for quick thinking and resourcefulness
- Supervised fleet vehicles for the Network team and helped reduce wastage by 10% during this short period by monitoring of Fuel cards.
Customer Experience Executive
SAFARICOM LIMITED
NAIROBI
02.2009 - 02.2017
- Maintained 91% customer satisfaction by providing expert service and solutions to Safaricom's prepaid and postpaid customers
- Answered all customer queries with 99% accuracy and consistently achieved 100% on call quality
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
French and English tutor
EAST AFRICA SCHOOL OF FOREIGN LANGUAGES
NAIROBI
01.2008 - 01.2009
- Planned and delivered French and English language lessons that incorporated the use of theoretical, audio-visual aids and online tools.
- Closely supervised students’ growth and helped them improve written and oral test scores
- Maintained 95% positive feedback from students.
Education
Bachelor of Education (Arts) - French And Secretarial Studies
KENYATTA UNIVERSITY
NAIROBI, KENYA 09.2003 - 05.2007
Skills
Excellent written and verbal communication in English and French
undefinedTimeline
Customer Support Analyst
SAFARICOM LIMITED
02.2017 - Current
Administrative assistant
SAFARICOM LIMITED
04.2013 - 08.2013
Customer Experience Executive
SAFARICOM LIMITED
02.2009 - 02.2017
French and English tutor
EAST AFRICA SCHOOL OF FOREIGN LANGUAGES
01.2008 - 01.2009
Bachelor of Education (Arts) - French And Secretarial Studies
KENYATTA UNIVERSITY
09.2003 - 05.2007
Hobbies and interests
These activities help me achieve a work life balance.
- Travelling within and outside my country for relaxation and exploration. This has enabled me gain a broader perspective of the world through meeting and interacting with people from different cultural backgrounds.
- Reading to acquire knowledge and sharpen my skills.
- Gardening makes me feel more present and content by focusing my attention to details needed when tending to plants.
REFEREES
ANN WANJIRU
ADMINISTRATIVE ASSISTANT
REGIONAL NETWORK OPERATIONS, SAFARICOM LIMITED
P.O Box 66827-00800 WESTLANDS NAIROBI
MOBILE: +254721595515
Awanjiru@safaricom.co.ke
AUGUSTINE ATSARI
TEAM LEADER–CALL CENTER OPERATIONS, SAFARICOM LIMITED
P.O Box 66827-00800 WESTLANDS NAIROBI
MOBILE: +254722763060
Aatsari@safaricom.co.ke
STELLA MICHENI KATHOMI
ADMINISTRATIVE ASSISTANT
PRUDENTIAL LIFE ASSURANCE KENYA LIMITED
MOBILE: +254720280116
Stellamichenikyalo@gmail.com
Hobbies and interests
These activities help me achieve a work life balance.
- Travelling within and outside my country for relaxation and exploration. This has enabled me gain a broader perspective of the world through meeting and interacting with people from different cultural backgrounds.
- Reading to acquire knowledge and sharpen my skills.
- Gardening makes me feel more present and content by focusing my attention to details needed when tending to plants.
REFEREES
ANN WANJIRU
ADMINISTRATIVE ASSISTANT
REGIONAL NETWORK OPERATIONS, SAFARICOM LIMITED
P.O Box 66827-00800 WESTLANDS NAIROBI
MOBILE: +254721595515
Awanjiru@safaricom.co.ke
AUGUSTINE ATSARI
TEAM LEADER–CALL CENTER OPERATIONS, SAFARICOM LIMITED
P.O Box 66827-00800 WESTLANDS NAIROBI
MOBILE: +254722763060
Aatsari@safaricom.co.ke
STELLA MICHENI KATHOMI
ADMINISTRATIVE ASSISTANT
PRUDENTIAL LIFE ASSURANCE KENYA LIMITED
MOBILE: +254720280116
Stellamichenikyalo@gmail.com
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