ZENDESK
VIOLET BOSIBORI ARISA
Customer Care Representative,Assistant Project Manager
NAIROBI
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
17
17
years of post-secondary education
2
2
Certifications
3
3
Languages
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
- Assisted senior researchers in gathering and analyzing data, literature reviews, and case studies specific to these areas
- 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
- Attended seminars and symposiums to improve overall knowledge and understanding.
- 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
- Utilized company systems and resources to access customer information, update records, and provide accurate and personalized assistance
- 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.
- Maintained financial accounts by processing customer adjustments
- Identified and assessed customers' needs to achieve satisfaction
- Used telephones to reach out to customers and verify account information
- Handled, reconciled, and reported on purchase orders, invoices, and credit notes.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Cultivated interpersonal skills by building positive relationships with others.
Education
Diploma - Project Management
University of Washington, The University of Nairobi
07.2019 - 05.2019
Bachelor of Arts - EDUCATION
UNIVERSITY OF NAIROBI
NAIROBI,KENYA. 04.2014 - 05.2018
High School Diploma -
ST.ALBERTS GIRLS HIGH SCHOOL-ULANDA
KENYA. 04.2009 - 04.2012
GED -
KEGOGI P.A.G PRIMARY SCHOOL
KENYA 04.1998 - 04.2008
Skills
Proficient in Software/Applications relevant to data analysisCustomer service skillsExcellent communication and coordination skillsContract managementEvaluation and measurement
Client Interfacing
Resource Utilization Planning
Project Brief Design
Project Resource Assessment
Logistical Framework Design
Iterative Change Management
Project Planning Oversight
Development Milestone Planning
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
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Timeline
RESEARCH ASSISTANT
KONRAD ADENAUER STIFTUNG
06.2022 - 10.2022
ASSISTANT PROJECT MANAGER
KONRAD ADENAUER STIFTUNG, NAIROBI
11.2020 - 09.2023
Diploma - Project Management
University of Washington, The University of Nairobi
07.2019 - 05.2019
CALL CENTRE AGENT
T-Mobile
01.2019 - 05.2022
Bachelor of Arts - EDUCATION
UNIVERSITY OF NAIROBI
04.2014 - 05.2018
High School Diploma -
ST.ALBERTS GIRLS HIGH SCHOOL-ULANDA
04.2009 - 04.2012
GED -
KEGOGI P.A.G PRIMARY SCHOOL
04.1998 - 04.2008