RUTH OTIENO
Nairobi
Summary
My goal is to develop an excellent professional career by offering my best contribution to achieving the corporate goals of the organization I work for.
Experienced IT professional, offering a strong academic background in IT combined with excellent experience as a systems administrator and a customer care representative. Consistently recognized for troubleshooting skills used to rapidly and cost-effectively resolve challenging technical and administrative issues. Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools, and testing methodologies.
Self-motivated and enthusiastic office management and executive support professional with a broad-based background with international organizations. Bringing 15+ years' experience helping local companies. Computer-savvy and quick learning with proficiency in data management and programming. Strong communicator with a collaborative nature, good multitasking abilities and a superior work ethic.
Overview
16
16
years of professional experience
Work History
Contact Center Agent
CCI Kenya
Nairobi
04.2022 - 04.2024
- Receiving and dispositioning calls
- Providing clear, accurate, timely and professional communication to callers in a courteous manner
- Ensuring data accuracy by following verification procedures
- Ensuring the customers make the right buying decisions, armed with accurate information
- Identify when a customer is complaining and provide the best solution that is aligned with business processes
- Making follow-ups with customers and forwarding all filed claims to the appropriate for handling and investigation
- Managing and protecting the reputation of the company and its clients.
Service Coordinator
Express Automation
10.2017 - 12.2020
- Receiving and booking calls
- Assigning calls to technicians
- Clearing job cards in the system
- Preparing quotations and sending them out to clients
- Generating invoices
- Debt collection
- Making follow-ups from clients
- Organizing, supervising and documenting the training of technicians.
Managing Partner
Bushfire Designs and Candy & Spice Salon
02.2014 - 11.2020
- Building and maintaining a client base
- Ensuring customer satisfaction at all times
- Ensuring the products and services used are of the best standards
- Daily, weekly and monthly planning for routine and maintenance activities
- Bookkeeping and budgeting for the day to day activities
- Maintaining payroll, hiring staff and ensuring their well being is always achieved
- Updating the company websites and marketing their products and services
- Purchasing of products required.
General Manager
Le Palanka Restaurant
12.2016 - 02.2017
- Recruiting, training and supervising staff
- Agreeing and managing budgets
- Planning menus
- Ensuring compliance with licensing, hygiene and health and safety legislation/guidelines
- Promoting and marketing the business
- Overseeing stock levels
- Ordering supplies
- Producing staff rotas
- Handling customer inquiries and complaints
- Taking reservations
- Greeting and advising customers
- Problem-solving
- Preparing and presenting staffing/sales reports
- Keeping statistical and financial records
- Assessing and improving profitability
- Setting targets
- Handling administration and paperwork
- Liaising with customers, employees, suppliers, licensing authorities and sales representatives
- Making improvements to the running of the business and developing the restaurant.
Systems Administrator
CFC Stanbic Bank
12.2007 - 02.2014
- Running End/Start of day processes including system and data backups
- Printing reports and statements and ensuring they are distributed in time
- Supporting users in the various systems
- Monitoring system, network and data storage capacity
- Performing routine morning and afternoon checks on the system and various databases and reporting any irregularities
- Setting and maintaining policies and rights/security within a Windows 2003/2007 server environment: Firewalls Switches Routers VPN Wireless Access points
- Hands on experience in Desktop, laptop installation (Windows, Office, Antivirus, etc) and problem resolution
- Implementing and administrating common TCP/IP - based services
- Conducting routine systems clean-ups and other database/file management activities
- Monitoring the ATM server and network activity and advising the ATM custodians of any downtime
- Day to day operations, maintenance, supervision and monitoring the quality of the network platforms, IT, and customer services, initiating the corrective actions when necessary to maintain successful operation of the network platforms
- Daily maintenance and problem resolution, operating system patches and software upgrades and routine hardware configuration.
Education
Bsc (Hons) in computing -
KCCT (University of Portsmouth, UK) - ONLINE
01.2018
B.Sc. Information Technology, 2nd Class Honors - Upper Division -
JKUAT
01.2008
Diploma in Information Technology -
JKUAT
01.2005
International Computer Driving License -
Institute of Advanced Technology
01.2002
K.C.S.E. -
St. George's Girls Secondary School
01.2001
K.C.P.E. -
Moi Educational Centre
01.1997
Skills
- Problem-solving skills
- Call handling
- Escalation management
- Schedule Adherence
- Documentation And Reporting
- Customer Relationship Management
- Data Entry
- Customer Service
- Technical Troubleshooting
- Interpersonal Skills
- Customer communications
- Verbal and written communication
- Product Knowledge
- System Documentation
Otherskills
- 2003, Rocky Driving School ltd, Diploma in Advanced Driving Class (BCE)
- 2005, AMREF KENYA, Certificate in First Aid
Telephone
0721 398 702
Professionalcourses
- 2005, Fourth Dimension Computer College, V.O.I.P. and Wireless Networking, Quickbooks, Adobe Pagemaker
- 2003, Institute of Advanced Technology, Certificate in Computer Programming
Personal Information
- Hobbies: Travelling, Reading, Water sports, Art, Music, Board games
- Date of Birth: 05/23/83
- Nationality: Kenyan
- Marital Status: Single
References
Pagemaker0,Vishalbi, +254700872579
Ruth Wanjohi, Stanbic Bank Kenya, Customer Relationship Analyst, P.O. Box 30084 - Ngugi, Nairobi, +254 722625794
Serah Kituu, Office of the Auditor General, ICT - Software & Application, P.O. Box Wanjohi 00100, Nairobi, +254 717252726
SerahKituu
Languages
English
First Language
Swahili
Proficient (C2)
C2
Affiliations
- Choir
- Urban gardening
- Art
Timeline
Contact Center Agent
CCI Kenya
04.2022 - 04.2024
Service Coordinator
Express Automation
10.2017 - 12.2020
General Manager
Le Palanka Restaurant
12.2016 - 02.2017
Managing Partner
Bushfire Designs and Candy & Spice Salon
02.2014 - 11.2020
Systems Administrator
CFC Stanbic Bank
12.2007 - 02.2014
Bsc (Hons) in computing -
KCCT (University of Portsmouth, UK) - ONLINE
B.Sc. Information Technology, 2nd Class Honors - Upper Division -
JKUAT
Diploma in Information Technology -
JKUAT
International Computer Driving License -
Institute of Advanced Technology
K.C.S.E. -
St. George's Girls Secondary School
K.C.P.E. -
Moi Educational Centre
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