Ruth Akinyi Ngore
VIRTUAL ASSISTANT / CUSTOMER SERVICE AGENT
Athi River,121
Summary
An experienced Administration Manager and Accountant with 5 years of experience working with financial data and dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
At Joanto Farmgate LTD, I managed the financial reports, day to day administration and accounting activities such as invoicing and file organization, successfully helping boost revenue in the company by over 70% through a thorough application of the customer debt chase policy. With great expertise in office and financial accounts management, I’m excited to contribute to the success of your organization by employing my knowledge and skills to boost revenue and bring value to the company.
As a customer service agent, I am committed to ensuring customer satisfaction by providing exceptional service and unmatched support. In addition, I am proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Bachelor's degree
2
2
Languages
1
1
Certification
Work History
Customer Service Agent
Taitai VA
Nairobi, Nairobi Province
11.2024 - Current
- Successfully resolved over 95% of customer inquiries on the first contact by actively listening, identifying root issues, and providing timely, effective solutions. This contributed to a measurable 25% increase in the overall Customer Satisfaction Score (CSAT) within six months.
- Streamlined ticket triaging and introduced an internal FAQ for the team, which reduced average response time from 4 hours to 2 hours. This significantly improved customer experience and positioned the company as a responsive and reliable service provider.
- Earned “Top Performer of the Quarter” twice for exceeding targets in areas such as call resolution, customer feedback and productivity. Maintained a customer rating of 4.8/5.0 across all interactions and played a key role in maintaining client retention rates.
- Utilized strong problem-solving skills to quickly identify and address customer issues consequently addressing customer account discrepancies and concerns for a positive customer satisfaction.
Accounts And Administration Manager
Joanto Farmgate LTD
Nairobi, Nairobi Province
02.2023 - 05.2025
- Completed 4 weekly financial reports for the management and forecasts, ensuring seamless operation and significant value delivery for the profitability of the company.
- Effectively generated 5 month-end account reports, assisting the top management to be able to make short-term decisions as they work on the long-term goals on improving the company’s performance.
- Managed over 30 emails per day from customers and oversaw day to day accounts and administration activities that in the long run enhanced the scalability of the organization and reduced financial discrepancies.
- Designed and maintained financial models to identify and measure risks such as generating a weekly variance report that aided top management to investigate causes and make data-driven decisions to correct course or reinforce what’s working.
Administration and Accounts Assistant
German Imaging Technologies EA LTD
Nairobi, Nairobi Province
02.2021 - 02.2023
- Led the Accounts Receivable department, which managed to recover bad debts from over 7 inactive clients dating back to 2017 through the application of my soft and technical skills acquired throughout the years.
- Spearheaded the use of a Customer Relationship Management app called Synchroteam that aided in the fast dispatch of field jobs, simple and intuitive scheduling of technicians in the field and also know the location and routes of workplace and jobs in real-time mapping.
- Managed office inventory and stock to ensure timely ordering and low-level stock.
- Managed to reduce not only the AR days of the company to 30 days and below but also the trade debtor balance between 61-180 days by over 50% increasing the cashflow of the organization in the long run.
Data Entry Officer
Juniper Intake LTD
05.2019 - 08.2019
- Performed high-volume quality data entry inputting over 200+ entries a day and managed to configure over 200 mobile devices as per SOP that were used to conduct the 2019 Kenya national census.
- Employed data validation techniques such as range, uniqueness and consistency check to guarantee data entered is correct, unique and input in a logically consistent way in the database.
- Reduced errors in data entry by consistently reviewing inputted information and making necessary corrections therefore completing data entry tasks with accuracy and efficiency.
- Maintained an organized workspace with a focus on efficiency, promoting a positive work environment amongst colleagues.
Education
Bachelor of Science - Financial Engineering
08.2016 - 04.2021
- Coursework in Financial Markets, Game theory, Computer Science and Economics.
- Continuing education in Virtual Assistance and Customer Service on Udemy and Coursera.
Skills
Certification
Awarded a certificate of participation from a leadership experience called Ascent.
Trainings Attended
- Filing and Payment of Industrial Training Levy Through iTax by Employers hosted by The Kenya Revenue Authority (KRA) and the National Industrial Training Authority (NITA)
- Trainings on filing and payment of National Social Security Fund (NSSF) and National Hospital Insurance Fund(NHIF)
- Forums on how to file Pay As You Earn (PAYE), Value Added Tax (VAT) and VAT withholdings on the Kenya Revenue Authority (KRA) website
- Customer Relationship Management (CRM), knowledge of using Synchroteam
- After sales service and Customer service trainings hosted by German Imaging Technologies Dubai
- Trainings on filing and payment of Social Health Authority (SHA)
Timeline
Customer Service Agent - Taitai VA
11.2024 - Current
Accounts And Administration Manager - Joanto Farmgate LTD
02.2023 - 05.2025
Administration and Accounts Assistant - German Imaging Technologies EA LTD
02.2021 - 02.2023
Data Entry Officer - Juniper Intake LTD
05.2019 - 08.2019
College of Pure And Applied Mathematics - Bachelor of Science, Financial Engineering
08.2016 - 04.2021
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