Summary
Work History
Overview
Education
Skills
Timeline
Generic

Petronilla Nyandwaro

Nairobi,30

Summary

Dedicated customer experience and procurement professional with over 7 years of experience and a passion for leveraging data science to enhance decision-making and operational efficiency. Proven ability to resolve 90% of customer concerns, streamline procurement processes, and manage supplier relationships. Experienced in delivering exceptional customer service by handling high volumes of inquiries, resolving issues promptly, and building long-term customer loyalty. Strong communication and analytical skills, with a commitment to using data-driven insights to improve both customer satisfaction and business operations

Work History

Service Account Associate

Safaricom PLC
12.2024 - Current
  • Streamlined account management processes for improved efficiency and accuracy.
  • Deployed meticulous organization skills by assisting in coordination of client deliverables.
  • Developed strong relationships with clients through consistent communication and proactive problemsolving.
  • Conducted competitive analysis research to stay informed about competitor offerings and strategized accordingly.
  • Conducted regular account reviews, identifying opportunities for improvement and implementing necessary changes.
  • Managed a diverse portfolio of accounts, adapting strategies to meet unique client needs and objectives.
  • Contributed positively towards achieving departmental goals as well as individual targets by consistently meeting and exceeding clients'' expectations.
  • Reduced client attrition by proactively addressing potential issues and providing exceptional service.

Customer Experience Executive

Safaricom PLC
09.2016 - Current
  • Provide exceptional customer support by addressing inquiries, resolving complaints, and managing billing and account issues through phone, email, and chat channels.
  • Troubleshoot technical problems and assist customers with service activation, network issues, and product-related concerns.
  • Maintain accurate customer records and ensure timely resolution of escalated issues.
  • Handling over 140 inbound calls daily solving customer queries and educating
    customers on new and existing products and services.
  • Implement customer retention strategies by resolving concerns quickly and offering tailored solutions.
  • Consistently meet call center quality standards and customer satisfaction metrics.
  • Trained and motivated new associates on daily routines to sustain business productivity.
  • Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
  • Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
  • Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
  • Collaborated with product development teams to ensure customer feedback was incorporated into future enhancements and new offerings.

Procure to Pay Analyst(Job rotation)

SAFARICOM PLC
11.2023 - 05.2024
  • Ensured the availability and matching of all relevant documents (LPO, invoices, Goods Received Notes, Engineer’s certificates, service delivery confirmations, contracts, and Quality Control reports) before processing documents for payments.
  • Validated all invoices within a 24-hour timeframe to maintain timely payment processes.
  • Prepared and shared payment projections with the treasury team to facilitate effective cash flow planning.
  • Ensured timely payments to suppliers in accordance with contract payment terms, maintaining a record of zero reconciling items.
  • Followed up on payment approvals and the successful transfer of funds to the bank, providing Remittance Advices to all suppliers.
  • Managed end-to-end supplier issues within allocated clusters, ensuring resolution and satisfaction.
  • Accurately and timely reported interconnect revenues and costs according to the established reporting timetable.

Intern/Receiving clerk

Tusker Mattresses Limited
10.2016 - 08.2017
  • Assisted in receiving, inspecting, and verifying incoming stock against purchase orders and delivery documents.
  • Organized and maintained inventory in the storage area, ensuring accurate labeling and arrangement for easy access.
  • Monitored stock levels and reported discrepancies to the procurement team for timely reordering.
  • Collaborated with suppliers to resolve issues related to damaged goods, incorrect shipments, and delays.
  • Ensured accurate data entry for stock received into the inventory management system.
  • Supported the store's operations by preparing stock for display and assisting with stock counts during audits.

Administrative Assistant

The Bright Vision Academy
09.2015 - 01.2016

Procurement Attachee

Kenyatta National Hospital
04.2015 - 08.2015

Marketing Solutions Advisor

Dolphin Signs
05.2013 - 09.2013

Overview

12
12
years of professional experience
1
1
year of post-secondary education

Education

Data Science

MORINGA SCHOOL
09.2024 - 05.2025

Bachelor of Science -

PURCHASING AND SUPPLIES MANAGEMENT
01-2016

Skills

  • Complaint Handling
  • CRM software proficiency
  • Brand representation
  • Customer Feedback Analysis
  • Supply Chain Management, Procurement Strategies, Contract Negotiation
  • Soft Skills: Effective Communication, Problem-Solving, Team Collaboration, Time Management
  • Programming: Python
  • Data Analysis: Pandas, NumPy, Data visualization,Machine Learning, Artificial Intelligence

Timeline

Service Account Associate

Safaricom PLC
12.2024 - Current

Data Science

MORINGA SCHOOL
09.2024 - 05.2025

Procure to Pay Analyst(Job rotation)

SAFARICOM PLC
11.2023 - 05.2024

Intern/Receiving clerk

Tusker Mattresses Limited
10.2016 - 08.2017

Customer Experience Executive

Safaricom PLC
09.2016 - Current

Administrative Assistant

The Bright Vision Academy
09.2015 - 01.2016

Procurement Attachee

Kenyatta National Hospital
04.2015 - 08.2015

Marketing Solutions Advisor

Dolphin Signs
05.2013 - 09.2013

Bachelor of Science -

PURCHASING AND SUPPLIES MANAGEMENT

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