Summary
Overview
Work History
Education
Skills
Websites
Careerprofilesummary
Timeline
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Ruth Nduta Karita

Customer Service Specialist
Nairobi

Summary

I am a result-driven customer service professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Driven customer experience officer with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

Virtual Assistant

Freelancing
Remote
04.2024 - Current
  • Executing travel arrangements by researching and booking flights and accommodations.
  • Researched topics and events to support clients work agenda and projects.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Creating and maintaining detailed administrative processes and procedures to drive efficiency and accuracy for different clients.
  • Performing data entry tasks with accuracy and efficiency.

Executive Partner

Athena
02.2023 - 02.2024
  • Optimize client’s time and priorities to help them reach their ambitious goals.
  • Maintained confidentiality and discretion while handling sensitive information relevant to client operations.
  • Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips.
  • Build rapport with client’s network and team and help to manage important relationships.
  • Drive internal and external communications, presentations, reports, and social media
  • Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
  • Oversaw personal and professional calendars and coordinated appointments for future events.

Customer Success Representative (Contract)

Mombo Sacco
07.2022 - 12.2023
  • Regularly interacting with clients through telephone calls, email communication or face to face meetings
  • Assessing customer portfolio statistics and preparing detailed reports on the findings
  • Evaluate and analyze customer needs and patterns
  • Assisted in the development of customer success training materials to enhance team performance and expertise.
  • Served as an escalation point for complex or high-priority customer issues, providing swift resolutions that exceeded expectations.
  • Boosted customer retention through diligent follow-up and relationship-building efforts.
  • Analyzed customer feedback data to identify trends and opportunities for improvement in service offerings.

Debt Collection and recovery officer

Marini Solutions Limited
02.2021 - 05.2022
  • Implemented innovative recovery strategies that increased the success rate of collections while maintaining a positive customer experience.
  • Provided exceptional customer service during challenging conversations, balancing empathy with firmness to achieve desired results.
  • Negotiated settlements with debtors that resulted in mutually beneficial arrangements while protecting company interests.
  • Maintained detailed records of all collection activities, ensuring accurate reporting and proper case documentation.
  • Improved company''s recovery rate by efficiently managing a portfolio of overdue loans and debt accounts.
  • Exceeded monthly targets consistently throughout the tenure due to consistent follow-up activities combined with effective negotiation skills.
  • Trained new team members on best practices in collections and recovery, contributing to their professional development and success within the department.
  • Coordinated with internal departments to ensure prompt resolution of customer disputes, facilitating timely payment recoveries.

Intern

United States International University
05.2019 - 08.2019
  • Monitored and closed tickets in the helpdesk system
  • Troubleshoot system and network problems and solved hardware/software faults
  • Set up new user accounts and profiles
  • Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
  • Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.

Education

Bachelor of Business Information and Technology -

St Paul’s University
01.2017 - 01.2023

Virtual Assistant Certification -

ALX AFRICA
02.2025 - 01.2022

Diploma Business Information and Technology - undefined

St. Paul’s University
05.2015 - 04.2016

International Computer Driving License -

Institute of Advanced Technology (IAT)
02.2014 - 03.2014

Skills

Call management

Complaint resolution

Technical support

Administrative support

Lead generation

Customer relationship management

Email management

Careerprofilesummary

I am a result-driven Information Technology professional, seeking avenues where I can maximize my career potential. My course background has seen me gain skills in information technology support, network administration, troubleshooting and maintenance, system administration, cyber security as well as security and network design. Led by my strong problem-solving and organizational skills I have established a unique ability to steadfastly manage duties and responsibilities pertinent to the growth of a company. Aside from this, I can work continuously on a task until completion and also perform record keeping and maintenance. I am now looking for an entry-level position where my ability to maintain and improve the technical systems of a company will be utilized.

Timeline

Virtual Assistant Certification -

ALX AFRICA
02.2025 - 01.2022

Virtual Assistant

Freelancing
04.2024 - Current

Executive Partner

Athena
02.2023 - 02.2024

Customer Success Representative (Contract)

Mombo Sacco
07.2022 - 12.2023

Debt Collection and recovery officer

Marini Solutions Limited
02.2021 - 05.2022

Intern

United States International University
05.2019 - 08.2019

Bachelor of Business Information and Technology -

St Paul’s University
01.2017 - 01.2023

Diploma Business Information and Technology - undefined

St. Paul’s University
05.2015 - 04.2016

International Computer Driving License -

Institute of Advanced Technology (IAT)
02.2014 - 03.2014

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Ruth Nduta KaritaCustomer Service Specialist