SUSAN FRANCES SONDE
Nairobi
Summary
Adaptable professional with a foundation in customer interactions and administrative coordination. Drives positive experiences through timely responses and meticulous record-keeping. Aims to support organisational success through proactive engagement and collaborative efforts.
Overview
6
6
years of professional experience
Work History
Administrative Support
Vaultik
London, United Kingdom
03.2024 - 12.2024
- Managed professional email correspondence through Gmail and Outlook to ensure timely responses.
- Coordinated meetings and appointments using Calendly and Google Calendar for efficient scheduling.
- Organized and maintained both digital and physical files with Google Drive and Microsoft OneDrive.
- Drafted and edited letters, reports, and internal documents utilizing Microsoft Word and Google Docs.
- Maintained accurate records in spreadsheets using Excel and Google Sheets for data integrity.
- Supported basic bookkeeping tasks by tracking expenses and managing invoices.
- Collaborated with team members via Slack and email to enhance communication flow.
Collections Call Center Advocate
Nuvative Inc.
Wichita, United States
06.2024 - 07.2024
- Delivered exceptional customer service to clients regarding debt recovery.
- Managed inbound and outbound inquiries related to outstanding debts.
- Collected payments promptly and professionally from customers.
- Collaborated with customers to establish and schedule feasible payment plans.
- Utilized negotiation skills to achieve mutually beneficial resolutions.
- Maintained accurate records of interactions and payment arrangements.
- Ensured compliance with company policies and applicable regulations during collections.
- Achieved individual and team performance targets for collections and customer service.
Customer Support Representative
Greenlight Light Planet
Nairobi, Kenya
01.2019 - 09.2023
- Handled high volume of inbound, outbound, and welcome calls, delivering professional support to customers.
- Managed customer inquiries via phone, live chat, and email using Zendesk.
- Educated clients on company offerings to facilitate informed purchasing decisions.
- Resolved customer issues and complaints promptly, ensuring positive experiences.
- Maintained confidentiality and adhered to security protocols for sensitive data protection.
- Achieved service quality standards while managing daily interactions across multiple channels.
Education
Diploma - Public Relations
The University of Nairobi
01.2019
3D Leadership Certificate - Leadership
Hope Center Lavington
01.2019
Certificate - MS Office Packages
Emmanuel Church Computer Center
01.2016
Skills
- Customer service and relationship management
- Phone and email support
- Administrative coordination
- CRM systems expertise
- Communication etiquette
- Chat support
- Data entry and organization
- Customer satisfaction strategies
- Google Workspace proficiency
- Debt collection techniques
- Microsoft Office applications
- Typing speed 45 WPM
- Zendesk navigation
- Record keeping
- Team collaboration
Languages
English
Advanced
C1
Swahili
Intermediate
B1
Certification and Training
- Certificate in AI for beginners
- Certificate in Business Email Course
- Certificate in Business Communications
Community Service
- Volunteered as a caregiver, offering free support to an elderly person and an individual with a broken leg
- Assisted teenage mothers at Njoo Dada Safe House with daily care and mentorship
- Took part in the 'No Shame Period!' campaign by K2 Foundation, distributing sanitary towels and educating girls on hygiene
- Participated in Hope church Lavington, community activities, including outreach, event coordination, and church/environmental cleaning
Hobbies and interests
- Reading and reviewing novels
- Cycling
- Swimming
- Social media engagement
- Fashion and beauty
- Playing games
- Coloring and art
References
- Grace Macharia, Teacher, World Hope Senior School, +254 727 939 437
- Dorothy Malala, HR, Vaultik, +254 700 700 464
- Gaudasiah Wambui, HR Associate, Sunking Solar, +254 727 019 40
Timeline
Collections Call Center Advocate
Nuvative Inc.
06.2024 - 07.2024
Administrative Support
Vaultik
03.2024 - 12.2024
Customer Support Representative
Greenlight Light Planet
01.2019 - 09.2023
Diploma - Public Relations
The University of Nairobi
3D Leadership Certificate - Leadership
Hope Center Lavington
Certificate - MS Office Packages
Emmanuel Church Computer Center