ZENDESK
VIOLET BOSIBORI ARISA
CUSTOMER SERVICE REPRESENTATIVE
NAIROBI,KENYA
Summary
Experienced Customer Service Representative with strong communication skills, active listening, and analytical problem-solving abilities. Dedicated to enhancing customer experiences by employing service-oriented behaviors, understanding customer needs, and providing customized solutions to build loyalty. Known for delivering exceptional customer service in fast-paced environments.
Overview
5
5
years of professional experience
1
1
Certification
1
1
Language
Work History
ASSISTANT PROJECT MANAGER
KONRAD ADENAUER STIFTUNG, NAIROBI
NAIROBI
11.2020 - 09.2023
- Oversaw monitoring and evaluation of projects, tracked key performance indicators to measure impact and identify areas for improvement
- Actively participated in bidding process, coordinated development of project plans, and closely monitoring project progress
- Successful implementation of comprehensive water management project in West Pokot and Samburu, resulting in 30% increase in water availability and improved agricultural productivity
- Managed multiple projects simultaneously, ensuring their successful completion within budget and time constraints
- Developed and efficiently evaluated clear scopes of work for potential donors and major stakeholders, ensuring clear understanding of project requirements
- Prepared and presented reports to senior management, outlining project progress, achievements, and challenges
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
RESEARCH ASSISTANT
KONRAD ADENAUER STIFTUNG
NAIROBI
06.2022 - 10.2022
- Conducted research on various topics related to politics, governance, and socioeconomic issues, with focus on regions such as Samburu, and West Pokot
- Compiled research findings into reports, briefings, and presentations, highlighting socio-political dynamics and development challenges in Arid and Semi-Arid areas
- Collaborated with team members to develop research methodologies, frameworks, and data collection tools tailored to context of Samburu, Turkana, and West Pokot
- Performed statistical, qualitative, and quantitative analysis
- Gathered, arranged, and corrected research data to create representative graphs and charts highlighting results for presentations
CALL CENTRE AGENT
T-Mobile
01.2019 - 05.2022
- Handled high volume of incoming customer calls, providing exceptional service and resolving inquiries and issues promptly and efficiently
- Learned and adapted quickly to new technology and software applications.
- Demonstrated excellent product knowledge to address customer questions, provide recommendations, and upsell relevant products and services
- Followed established call scripts, procedures, and quality standards to ensure consistency and adherence to company guidelines
- Collaborated with team members and supervisors to share knowledge, resolve complex customer cases and achieve performance targets
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem, selecting and explaining best solution to solve problem, expediting correction or adjustment and following up to ensure resolution.
- Identified and assessed customers' needs to achieve satisfaction
- Handled, reconciled, and reported on purchase orders, invoices, and credit notes.
- Applied effective time management techniques to meet tight deadlines.
Education
Diploma - Project Management
University of Washington, The University of Nairobi
Bachelor of Arts - EDUCATION
UNIVERSITY OF NAIROBI
NAIROBI,KENYA.High School Diploma -
ST.ALBERTS GIRLS HIGH SCHOOL-ULANDA
KENYA.GED -
KEGOGI P.A.G PRIMARY SCHOOL
KENYASkills
- Proficient in Software/Applications relevant to data analysis
- Customer service skills
- Excellent communication and coordination skills
- Contract management
- Evaluation and measurement
- Logistical Framework Design
- Project Planning Oversight
- Development Milestone Planning
- Sales Expertise
- Microsoft PowerPoint
- Active Listening
- Customer Relations
- Customer Relationship Management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Exceeded monthly sales target by 20%.
- Achieved reduction in response times by introducing a new customer relationship management (CRM) software for tracking and prioritizing customer inquiries.
Software
HUBSPOT
SLACK
INTERCOM
Certification
Customer Service Training and Mentoring
Sales Manager Certificate
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipLocation Preference
RemoteHybridOn-SiteImportant To Me
Work from home optionFlexible work hoursHealthcare benefitsPaid sick leaveCareer advancementTeam Building / Company RetreatsPersonal development programsStock Options / Equity / Profit Sharing4-day work weekPaid time offWork-life balanceCompany Culture401k matchTimeline
RESEARCH ASSISTANT
KONRAD ADENAUER STIFTUNG
06.2022 - 10.2022
ASSISTANT PROJECT MANAGER
KONRAD ADENAUER STIFTUNG, NAIROBI
11.2020 - 09.2023
CALL CENTRE AGENT
T-Mobile
01.2019 - 05.2022
Diploma - Project Management
University of Washington, The University of Nairobi
Bachelor of Arts - EDUCATION
UNIVERSITY OF NAIROBI
High School Diploma -
ST.ALBERTS GIRLS HIGH SCHOOL-ULANDA
GED -
KEGOGI P.A.G PRIMARY SCHOOL