Google sheets/excel
Machuka Divinah
Procurement
Summary
Armed with a foundation in data analytics and a proven track record in customer service and procurement, I am an agile professional navigating the convergence of data precision and operational finesse. My journey intertwines a passion for deciphering complex data to reveal invaluable insights with a commitment to elevating customer experiences and optimizing procurement strategies. Fueled by an ongoing data analytics program, I am driven to sculpt a future where strategic analysis, customer-centric solutions, and innovative procurement merge seamlessly. My story echoes a dedication to unraveling the potential within data's intricacies while enhancing operational efficiency and customer satisfaction, all within the ever-evolving landscape of data and commerce.
Overview
8
8
years of professional experience
11
11
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Customer Experience Representative
Influx
Nairobi
08.2021 - 12.2021
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Documented customer interactions in internal database to maintain customer service history details.
- Confirming shifts with facility and allocating them to health care
professional - Assisted with onboarding process of clients by accessing documents such as background checks and drug tests.
Digital Customer Service Associate
Solami Kwikbet, NAIROBI
Nairobi
02.2020 - 03.2021
- Responded promptly to customer inquiries via live chat, offering accurate information on gaming and betting products and services.
- Supported new employees by assisting team leaders in their coaching and mentorship within the gaming and betting environment.
- Resolved issues swiftly, adhering to company policies, to address gaming-related customer concerns and inquiries effectively.
- Conducted online demonstrations to educate customers on gaming features, strategies, and available resources for an enhanced betting experience.
- Instrumental in elevating client retention rates from 40% to 77% by identifying and resolving gaming-related complaints and implementing corrective measures.
Customer Service Representative
TELESKY, NAIROBI
Nairobi
08.2017 - 11.2018
- Managed and updated account information, ensuring accurate records for customers within the betting platform, maintaining data integrity and compliance.
- Implemented forward-thinking strategies to address customer needs, resolving betting-related concerns and enhancing overall customer satisfaction.
- Provided personalized advice and assistance to customers, paying particular attention to individualized betting preferences and unique requirements.
- Addressed customer requests for betting products, services, and comprehensive company information, ensuring a seamless betting experience and clarity on available offerings.
Supply Chain Intern
MINISTRY OF ENERGY AND PETROLEUM, NAIROBI
Nairobi
01.2014 - 04.2014
- Recommended purchasing goods, supplies and services to meet supply chain goals.
- Analyzed statistical data and reports to determine trends in
performance. - Preparation and circulation of quotation, tenders and proposals.
- Processing .of payments of goods and services delivered and rendered.
- Assist in reservation of funds in IFMIS Program for Local Purchase orders and Local Service Orders.
- Identification of surplus, redundant and obsolete stores and assists in preparation of disposal.
Education
MBA - Finance
Kenyatta University
Kiambu 09.2018 - Current
Data Analytics
ALX
Africa 04.2001 -
Bachelor of Commerce - Procurement And Supply Chain Management
Kenyatta University
Kiambu 09.2014 - 12.2017
Diploma in Business Management - Business Management
Kenyatta University
Kiambu 09.2012 - 12.2014
Skills
Soft skills
Accomplishments
Championed a paradigm shift in customer retention, elevating rates from 40% to an astounding 77% by spearheading innovative strategies and resolving client concerns within the gaming and betting sector.
Affiliations
Actively involved in philanthropic efforts, collaborating with ALX in support of children's homes. Contributing time and resources to nurture and support the lives of children, fostering a positive impact within the community.
Software
SQL
Certification
KISM Membership
Interests
Peace advocacy
Baking and Cooking
Fitness and health
Travelling
Timeline
Customer Experience Representative
Influx
08.2021 - 12.2021
Digital Customer Service Associate
Solami Kwikbet, NAIROBI
02.2020 - 03.2021
MBA - Finance
Kenyatta University
09.2018 - Current
KISM Membership
01-2018
Customer Service Representative
TELESKY, NAIROBI
08.2017 - 11.2018
Bachelor of Commerce - Procurement And Supply Chain Management
Kenyatta University
09.2014 - 12.2017
Supply Chain Intern
MINISTRY OF ENERGY AND PETROLEUM, NAIROBI
01.2014 - 04.2014
Diploma in Business Management - Business Management
Kenyatta University
09.2012 - 12.2014
Data Analytics
ALX
04.2001 -
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