Petronilla Nyandwaro
Nairobi
Summary
Dedicated customer experience and account management professional with over 7 years of experience, including expertise as a Service Account Associate. Proven ability to resolve customer concerns, streamline account and procurement processes, and maintain strong relationships with corporate and individual clients. Experienced in handling high volumes of inquiries, managing accounts, tracking service requests, and documenting updates to ensure accuracy and timely resolution. Skilled in coordinating with cross-functional teams, troubleshooting technical issues, and implementing solutions that improve customer satisfaction and operational efficiency. Detail-oriented, computer-savvy, and committed to using data-driven insights to enhance decision-making, improve workflows, and strengthen client relationships. Strong communication, problem-solving, and conflict management abilities, seeking a challenging role in a dynamic organization.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Account Associate
Safaricom PLC
12.2024 - Current
- Support corporate customers by responding to questions and complaints related to voice, data, M-Pesa, and fixed services, ensuring issues are resolved within agreed timelines and customers are kept informed throughout the process.
- Serve as the primary point of contact for assigned accounts, logging service requests, following up with internal teams, and tracking issues to resolution. Communicate regularly with customers to provide updates, clarify concerns, and confirm closure of requests.
- Collaborate closely with network operations, technical support, billing, IT, and sales teams to investigate service faults, escalate complex cases, and ensure services are delivered as expected. Support customer onboarding, service activations, upgrades, SIM replacements, and service changes in line with company policies and regulatory requirements.
- Assist customers with billing inquiries by reviewing usage, explaining charges, and resolving discrepancies. Maintain accurate customer records and service logs in internal systems, ensuring confidentiality and compliance with data protection standards.
- Monitor recurring service issues and provide feedback to relevant teams to help improve service delivery and customer experience. Guide customers on available products and self-service options to help them manage their accounts efficiently.
- Prepare service reports and status updates for management, tracking service resolution timelines and customer satisfaction metrics. Consistently follow organizational procedures, ethical standards, and customer service guidelines while providing professional, courteous, and reliable support.
- Manage a diverse portfolio of accounts, adapting strategies to meet unique client needs and objectives.
Customer Experience Executive
Safaricom PLC
09.2016 - 11.2024
- 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
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
Education
Data Science
MORINGA SCHOOL
NAIROBI05-2025
Bachelor of Science -
PURCHASING AND SUPPLIES MANAGEMENT
NAIROBI01-2016
Skills
- Customer complaint resolution
- 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
Certification
Data science
Timeline
Service Account Associate
Safaricom PLC
12.2024 - Current
Procure to Pay Analyst
SAFARICOM PLC
11.2023 - 05.2024
Intern/Receiving clerk
Tusker Mattresses Limited
10.2016 - 08.2017
Customer Experience Executive
Safaricom PLC
09.2016 - 11.2024
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
Data Science
MORINGA SCHOOL