MS Office
TERESA KIGUTA
Social Scientist
Nairobi,Nairobi
Summary
Organized and dependable at managing multiple priorities with a positive attitude. Seeking full-time position that offers professional challenges and opportunities utilizing interpersonal skills and problem-solving skills. Astute learner with a data-driven and technology-focused approach. I communicate clearly with stakeholders, having a track record of success in resolving service delivery problems while providing support for wide range of telecommunication products and services. Possessing excellent customer service and critical thinking skills.
Overview
14
14
years of professional experience
13
13
years of post-secondary education
Work History
Podcaster
Thuulizane Podcast
Nairobi, 30
1 2023 - Current
- Self-motivated Podcast Production and Development: operating as the executive producer, host and editor for the Thuulizane Podcast using innovative storytelling and format experimentation styles. Responsible for planning content, booking guests as well as ideation of promotional content via social media.
- Excellent communication skills, both verbal and written: Active listening and interviewing skills.
- Proven ability to learn quickly and adapt to new situations: Self taught technical skills on editing systems, content creation enhancing technical proficiency in relevant software and recording equipment
- Skilled at working independently and collaboratively in a team environment: optimised networking skills in curation of guests
- Passionate about learning and committed to continual improvement.
Finance: Credit Controller
Safaricom Plc
04.2021 - 12.2022
- Reached out to customers to check on payments and convey options. Run monthly billing review meetings aimed at detecting billing discrepancies before customer bills were sent to mitigate against complaints and poor customer experiences.
- Reviewed customer accounts for compliance with repayment obligations while also responding and resolving disputes calmly applying logical, knowledgeable approaches to devise solutions.
- Supported sales teams by performing checks of customer creditworthiness for new and existing customers. Updating payments on applicable systems.
- Collaborated with departments to resolve billing errors, ensuring timely payment from clients.
- Trained over 100 employees on billing system, synchronizing service delivery reducing demand and increasing customer satisfaction and retention.
- Updated processes and procedures for ISO compliance
Customer Experience Executive
Safaricom Plc
06.2010 - 04.2021
- Managed high-profile client accounts , ensuring consistent delivery of exceptional service levels.
- Built customer confidence by actively listening to concerns and giving resolutions, serving over 100 customers per day, consistently receiving customer satisfaction rating of 100% as well as high NPS scores.
- Reduced customer complaints by proactively identifying issues and implementing targeted solutions while also acting as peer trainer and escalation assistant
- Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
- Kept current on market and product trends to appropriately answer customer questions.
- Coordinated cross-functional teams to address complex issues impacting overall customer journey holistically.
Education
Master of Arts - Human Resource Development
Middlesex University
London 04.2001 - 05.2009
Bachelor of Science - Psychology and Organisational Psychology
University of Cape Town
Cape Town 04.2001 - 05.2006
No Degree - Data Science Bootcamp
Go My Code
Nairobi 04.2001 -
Master of Arts - International Relations
USIU- Africa
Nairobi 04.2001 -
Skills
Problem Resolution
Portfolio
The Thuulizane Podcast Season One, https://podcasts.apple.com/ke/podcast/the-thuulizane-podcast/id1715842632, 2023, my path that i have walked - trauma and rebuilding. Experience: Reading people, giving step by step resolution, understanding underlying issues in a problem. Intuitive. Connected to path. have 10 years’ experience in service industry, where got to a place can tell what kind of conversation we were going to have just based on the hello
Affiliations
- Rotary International
- Chartered Institute of Personnel and Development (CIPD)
Software
Google Drive
Database Management Systems - PostgreSQL
Oracle
Languages
Kikuyu, Swahili
Native language
Timeline
Finance: Credit Controller
Safaricom Plc
04.2021 - 12.2022
Customer Experience Executive
Safaricom Plc
06.2010 - 04.2021
Master of Arts - Human Resource Development
Middlesex University
04.2001 - 05.2009
Bachelor of Science - Psychology and Organisational Psychology
University of Cape Town
04.2001 - 05.2006
No Degree - Data Science Bootcamp
Go My Code
04.2001 -
Master of Arts - International Relations
USIU- Africa
04.2001 -
Podcaster
Thuulizane Podcast
1 2023 - Current
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Flexible work hoursPaid time offPaid sick leaveCompany CultureCareer advancement4-day work weekTeam Building / Company RetreatsSimilar Profiles
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