Sylvia Muchiri
Nairobi,Kenya
Summary
I am a dedicated and adaptable professional with a proactive attitude and the ability to learn quickly, I have strong work ethics and effective communication skills with extensive experience. I am a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. I am motivated to maintain customer satisfaction and contribute to company success, articulate , enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Eager to contribute to a dynamic team and support organizational goals.
Overview
5
5
years of professional experience
11
11
years of post-secondary education
Work History
EWC| Customer Support Representative
Optica Limited
Nairobi, Kenya
08.2023 - Current
- Resolved customer inquiries through multiple communication channels effectively.
- Assisted customers in product selection and provided detailed information.
- Documented customer interactions accurately in the company database.
- Trained new staff on customer support procedures and company policies.
- Collaborated with team members to enhance service delivery processes.
- Provided feedback to management on recurring issues for process improvement.
Data Transcriber
Datamundi (Remote)
Belgium
12.2022 - 08.2023
- Transcribed various document formats with high accuracy and attention to detail.
- Reviewed and corrected errors in transcribed data to ensure quality standards.
- Maintained organized records of completed transcriptions for easy retrieval.
- Utilized transcription software and tools to enhance efficiency in tasks.
Customer Support Representative
Optica Limited
Thika, Kenya
06.2021 - 11.2022
- Resolved customer inquiries using product knowledge and company policies.
- Assisted customers with order placements and issue resolutions through multiple channels.
- Documented customer interactions accurately in the support ticketing system.
- Collaborated with teams to improve service processes and enhance customer satisfaction.
- Maintained up-to-date knowledge of product offerings and company promotions for effective support.
- Followed established policies and procedures while providing excellent customer service.
Personal Assistant to the Managing Director
Deep Africa Limited
Thika, Kenya
06.2021 - 11.2022
- Managed scheduling and calendar for the Managing Director.
- Coordinated travel arrangements and logistics for executive meetings.
- Assisted in preparing reports and presentations for board meetings.
- Facilitated communication between departments within the organization.
- Handled confidential documents ensuring they remain secure.
- Managed multiple tasks simultaneously while maintaining professionalism under pressure.
Education
Professional Certificate - Monitoring And Evaluation
The Kenya Institute of Management
Nairobi , Kenya 09.2022 - 03.2026
Bachelor of Arts - Political Science, Gender And Sociology
Kenyatta University
Nairobi , Kenya 09.2016 - 04.2023
Graduate Certificate - Leadership, Development And Mentorship
Kenyatta University
Nairobi , Kenya 09.2019 - 04.2020
Certificate - International Computer Driving License
Nairobi Institute of Business Studies
Nairobi , Kenya 01.2016 - 04.2016
Skills
Program Management
Ability to plan, coordinate, and implement development programs while ensuring activities align with organizational goals, timelines, and budgets to achieve measurable impact
Monitoring, Evaluation, and Learning (MEL)
Skilled in tracking program performance through data collection, analysis, and reporting to support evidence-based decision making and continuous program improvement
Stakeholder and Partnership Management
Experienced in building and maintaining collaborative relationships with community members, partners, donors, and government stakeholders to support program delivery and sustainability
Gender and Social Inclusion
Knowledgeable in integrating gender equality, human rights, and social inclusion principles into development programs to promote equitable participation and community empowerment
Research and Evidence-Based Analysis
Strong ability to conduct qualitative and quantitative research, synthesize findings, and translate insights into actionable program recommendations
Strategic Communication and Report Writing
Proficient in producing clear, compelling reports, briefs, and documentation for internal teams, donors, and stakeholders while communicating program impact effectively
Community Engagement and Mobilization
Experienced in engaging grassroots communities, facilitating dialogue, and mobilizing participation in development initiatives, awareness campaigns, and training programs
Administrative and Operational Support
Skilled in coordinating logistics, managing schedules, supporting leadership teams, and ensuring efficient office operations within fast-paced organizational environments
Digital Tools and Data Management
Proficient in Microsoft Office Suite, Google Workspace, and digital collaboration tools to manage data, track activities, and improve organizational productivity
Project Documentation and Knowledge Management
Ability to capture lessons learned, document project activities, and organize information to support organizational learning and program accountability
Languages
English
Proficient (C2)
C2
Swahili
Proficient (C2)
C2
Accomplishments
- Consistently exceeded sales and service targets at Optica, earning recognition as KPI Master and SOP Master for outstanding performance, adherence to operational standards, and delivering exceptional customer experience. Demonstrated strong product knowledge, client advisory skills, and the ability to maintain high service quality while contributing to overall branch performance.
- Selected among six students from Kenyatta University to collaborate with Johns Hopkins University (USA) in evaluating the MyPlanApp, a digital tool designed to support women and girls experiencing sexual and gender-based violence (SGBV) by providing safety planning resources and access to support services.
- Volunteer – Youth Action Summit, AIESEC Kenyatta University: Contributed to youth-led initiatives focused on leadership development, social impact, and community engagement through participation in summit activities and outreach programs.
- Member – Sub-Saharan Model United Nations: Participated in policy debates and simulations addressing global and regional socio-economic issues, developing policy recommendations and strengthening diplomacy, negotiation, and public speaking skills.
- Volunteer – Kenyatta University International Exchange Program (GUIDE): Supported international students during orientation and transition by organizing cultural exchange activities, leading campus tours, providing language assistance, and helping them navigate university systems.
REFEREES
- Mrs Benter Aluoch
Mentor and Supervisor, Optica Limited
+254 723 596973
- Mr Umesh Rukar
Senior Manager , Optica Limited
+254 793 804231
- Mr Vincent Mosoti
Head of Operations, Deep Africa Limited
+254 711 451918
- Ms Melvin Okoth
Sales lead, Deep Africa Limited
+254 702 674516
Timeline
EWC| Customer Support Representative
Optica Limited
08.2023 - Current
Data Transcriber
Datamundi (Remote)
12.2022 - 08.2023
Professional Certificate - Monitoring And Evaluation
The Kenya Institute of Management
09.2022 - 03.2026
Customer Support Representative
Optica Limited
06.2021 - 11.2022
Personal Assistant to the Managing Director
Deep Africa Limited
06.2021 - 11.2022
Graduate Certificate - Leadership, Development And Mentorship
Kenyatta University
09.2019 - 04.2020
Bachelor of Arts - Political Science, Gender And Sociology
Kenyatta University
09.2016 - 04.2023
Certificate - International Computer Driving License
Nairobi Institute of Business Studies
01.2016 - 04.2016