Mbithe Cecilia Nduku
Nairobi
Summary
Customer Service Executive at Nakama Tech Ltd, with experience supporting service delivery and organizational effectiveness in a structured, technology-driven environment. Demonstrates sound professional judgment, reliability and the ability to coordinate service processes within established systems. Committed to contributing to institutional performance, service quality and continuous improvement.
Overview
9
9
years of professional experience
Work History
Customer Service Executive
Nakama Tech Ltd
Nairobi
2025.01 - Current
- Managed high-volume customer interactions across calls, emails and digital channels while maintaining service quality and response time standards.
- Diagnosed and resolved internet connectivity, network performance and service reliability issues, escalating complex technical cases appropriately.
- Delivered customer education on service plans, network usage and troubleshooting steps, improving first-contact resolution rates.
- Supported customer retention and churn management by identifying service risks and proposing tailored solutions.
- Logged, tracked and resolved cases using CRM systems, ensuring accurate documentation and effective follow-ups.
- Collaborated with technical, billing and field teams to coordinate issue resolution and service restoration.
- Handled billing inquiries, service upgrades and renewals, aligning solutions to customer needs.
- Maintained compliance with data privacy, service policies and internal operating procedures.
Team Leader
MAS Kenya Ltd
2023.07 - 2024.10
- Coordinated production team to achieve daily output and quality targets in manufacturing environment.
- Monitored workflow, assigned tasks and ensured compliance with production schedules and deadlines.
- Tracked production performance and reported progress to management for continuous improvement.
- Supported onboarding and training of new team members on production processes and safety protocols.
- Ensured adherence to workplace safety regulations, operational procedures and company policies.
Customer Care Representative
Mercy Printers
Nairobi
2022.01 - 2023.05
- Managed incoming calls and routed inquiries to relevant staff.
- Scheduled appointments and maintained calendar for office executives.
- Organized office supplies and ensured inventory was adequately stocked.
- Handled mail distribution and prepared outgoing correspondence efficiently.
- Managed all incoming mail distribution, courier services, faxes and photocopying documents as requested.
Procurement Attaché
Makueni County government
Nairobi
2021.08 - 2021.12
- Supported end-to-end procurement processes, including requisition review, supplier sourcing and documentation.
- Assisted in the evaluation of supplier bids and tender documents in line with procurement policies and procedures.
- Participated in supplier engagement and contract preparation, supporting negotiations and compliance checks.
- Supported procurement planning and budgeting, tracking purchase requests and approvals.
- Assisted in inventory management, monitoring stock levels and supporting reconciliation processes.
- Prepared procurement reports and maintained accurate procurement records and documentation.
Enumerator
Kenya National Bureau of Statistics
Nairobi
2019.08 - 2019.08
- Collected household and demographic data via structured interviews adhering to national census guidelines.
- Verified and recorded population, housing, and socio-economic data using standardized tools.
- Ensured accuracy, completeness, and consistency through meticulous validation during data collection.
- Maintained confidentiality and adhered to data protection requirements for sensitive information.
Assistant in Registration of National Identity Card
Kibwezi Sub County
Kibwezi
2017.02 - 2017.03
- Conducted citizen identity registration, verifying personal details and supporting documentation for compliance with national regulations.
- Collected and validated sensitive personal data to ensure accuracy and adherence to government standards.
- Guided applicants through registration processes, effectively resolving documentation issues.
- Maintained organized records while ensuring confidentiality of all handled data.
- Facilitated coordination among registration officers, supervisors, and local administration to enhance operational efficiency.
Education
BBA - Supply Chain Management
South Eastern Kenya University
Kitui County2021-12
Kenya Certificate of Secondary Education -
Utiithi Secondary School
Makueni County11.2016
Skills
- Procurement cycle management
- Public service delivery
- Problem solving and resolution
- Ethical conduct and integrity
- Inventory control and management
- Technical issue diagnosis
- Diverse population communication
- Team leadership and collaboration
- CRM systems management
- Effective communication skills
- Data validation and assurance
- Field survey data collection
References
- Paul Kimani, Account Manager, NAKAMA Tech Ltd, paulkimani@ke.wananchi.com
- Monica Masila, Human Resource Manager, NAKAMA Tech Ltd, Monica.masila@nakama-tech.com
- Geoffrey Mwongela, Procurement and supply chain Management Officer, County Government of Makueni; Department of Transport, 0700279202
Career Profile Summary
Motivated professional with foundational experience in Procurement and a current role as a Customer Care Executive. Strong analytical skills, with a focus on improving processes and delivering high-quality customer support. Adept at data analysis, problem-solving, and building effective relationships. Eager to expand my skills and contribute to organizational growth in both customer care and procurement functions.
Languages
English
Proficient (C2)
C2
German
Beginner (A1)
A1
Timeline
Customer Service Executive
Nakama Tech Ltd
2025.01 - Current
Team Leader
MAS Kenya Ltd
2023.07 - 2024.10
Customer Care Representative
Mercy Printers
2022.01 - 2023.05
Procurement Attaché
Makueni County government
2021.08 - 2021.12
Enumerator
Kenya National Bureau of Statistics
2019.08 - 2019.08
Assistant in Registration of National Identity Card
Kibwezi Sub County
2017.02 - 2017.03
BBA - Supply Chain Management
South Eastern Kenya University
Kenya Certificate of Secondary Education -
Utiithi Secondary School