WANJIKU GATURI
CUSTOMER SERVICE SUPERVISOR
NAIROBI,30
Summary
Experienced Office Management and Administration Professional bringing 4+ years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
CUSTOMER SERVICE SUPERVISOR
NAIROBI JAVA HOUSE
02.2021 - Current
- Client Relationship Management: Managed client relationships to establish reputation for excellent service and achieved 20% increase in repeat business.
- Problem Solving Methodologies: Identified and developed problem-solving methodologies, resulting in 15% reduction in customer issues.
- Refund and Compensation Handling: Provided timely refunds and compensation to customers, improving satisfaction levels by 25%.
- Sales Team Support: Assisted sales team in business acquisitions, planning, retention, and management, contributing to 10% increase in sales revenue.
- Customer Correspondence Data Management: Maintained complete and accurate customer correspondence data, ensuring 100% data accuracy.
- Business Decision Support: Assisted in making business decisions that improved cost margins, target sales, and revenue, resulting in 12% increase in overall profitability.
- Metrics Monitoring and Insights Development: Monitored metrics and developed actionable insights, enhancing efficiency by 15% and overall performance.
Service Associates Support: - Actively supported service associates, responding to questions via phone and email, and finding solutions to customer issues, reducing response time by 20%.
Team Training and Mentoring: - Conducted training and mentoring for team members, resulting in 30% improvement in productivity and commitment to friendly service.
Service Model Adherence: - Coached team members to deliver hospitable, professional service while adhering to set service models, maintaining consistent service standard
ADMINISTRARION AND SUSTAINABILITY CONSULTANT
SABEK GROUP
03.2018 - 12.2020
- Research and Ecology Surveys: Conducted research and ecology surveys, employing environmental impact assessments to measure carbon footprint, energy performance, air quality, and noise pollution, addressing issues for 15 commercial and residential properties.
- Mandatory Assessments: Undertook mandatory assessments required by law for commercial and residential properties, ensuring compliance for 20+ projects.
- Data Collection and Analysis: Collected and analyzed data, producing reports demonstrating findings and presenting to clients in collaboration with partners and donors, resulting in actionable insights for 10 projects.
- Sustainability Project Development: sustainability project goals, objectives, or strategies collaboratively, contributing to success of 5 projects.
- Training on Sustainable Programs: Taught foundational principles and practices of sustainable programs to employees, customers, and public, enhancing engagement and program success for 50 participants.
- Regulatory Advice: Provided advice on meeting environmental law regulations, assisting clients in compliance with legal requirements.
- Technology Recommendations: Recommended technologies and explained cost-effective routes to sustainability, contributing to 20% reduction in energy costs for clients.
- Continuous Learning and Representation: Kept up to date with research and legislation via specialist publications, social media groups, and conferences, representing organization externally, staying informed on industry trends for 3 years.
- Data Collection and Report Authoring: Collected data, evaluated trends, and authored in-depth reports for each issue, proposing recommendations, influencing decision-making for 15 projects.
- Project Management Managed projects, identifying potential clients, preparing bid documents, and efficiently managing resources and budgets, ensuring successful completion of 8 projects to deadline.
- Energy Audit and Recommendations: Audited energy usage and recommended changes, achieving a 12% reduction in waste and resource usage.
RESEARCH ASSISTANT
ECOSYSTEM SERVICES FOR POVERTY ALLEVIATION
01.2017 - 12.2017
- Research on Evidence-Based Ecosystems Management: Developed and executed research initiatives on evidence-based ecosystems management, resulting in poverty alleviation for over 500 households in targeted regions.
- Continuous Professional Development: Actively participated in seminars and symposiums, acquiring knowledge that contributed to 20% increase in understanding of current trends and practices in ecosystem management.
- Best Practices Documentation: Documented best practices in ecosystems management in sub-Saharan Africa, creating comprehensive database that serves as educational resource for young people.
- Scaling Up Methodologies: Spearheaded development of scaling-up methodologies for ecosystem-based resource management technologies, influencing adoption of sustainable practices across 5 communities.
- Joint Programs Development: Assisted in development of joint programs on ecosystem-based adaptations for food security in sub-Saharan Africa, fostering collaboration among multiple stakeholders and enhancing food security of 10,000 households.
- Data Analysis and Presentation: Gathered, arranged, and corrected research data, creating visually impactful graphs and charts for presentations, resulting in 15% improvement in audience engagement and understanding.
- Research Data Collection: Collected research data through experimentation, surveys, and leading focus groups, contributing to successful completion of 3 major research projects.
- Communication Enhancement: Assisted in identifying and maintaining effective communication with other natural resource management actors, fostering collaborative efforts and information sharing that improved efficiency by 25%.
- Program Documentation and Training: Developed plans for covering programs in short documentary videos, increasing program visibility and engagement by 30%.
- Provided relevant input to training workshops and conferences, including writing papers, facilitation, organizing, poster presentation, and social reporting, contributing to successful execution of 5 events and workshops.
Education
Bachelor of Science - Environmental Science
KENYATTA UNIVERSITY,
NAIROBI, KENYA 05.2011 - 04.2016
DIPLOMA IN CHINESE LANGUAGE AND CULTURE - Language Arts Education
SHANDONG NORMAL UNIVERSITY
JINAN, CHINA 09.2016 - 12.2016
Skills
Team Building and Leadership
Project Management: Experience in coordinating and managing research projects, including organizing fieldwork, data collection, and team collaboration
Research Skills: Experience in data collection, analysis, and interpretation Proficient in conducting literature reviews and staying up-to-date with current research in environmental science
Language Proficiency: Fluency in English, German, and Mandarin Ability to effectively communicate and work in multicultural environments
Leadership Potential: Demonstrated leadership skills in various roles, such as leading research teams or taking the initiative in project planning and execution
Conservation Advocacy: Strong dedication to environmental conservation, evidenced by involvement in conservation initiatives, volunteer work, and community outreach
Accomplishments
- ADMINISTRATIVEASSSTANT FOR MPESAACADEMY STRATEGIC PLAN 2018-2020
- ECOSYSTEM SERVICES FOR POVERTYALLEVIATION FINAL CONFERENCE- MARCH 2018
- BEST SERVICE AMBASSADEUR, NAIROBI JAVA HOUSE 2022
- EMPLOYEE OF THE MONTH, JUNE 2021, NAIROBI JAVA HOUSE
- CONFUCIUS INSTITUTE SCHOLARSHIP TO STUDY CHINESE LAGUAGE AND CULTURE
- FIRE MARSHALL certification
- FIRSTAID certification
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
CUSTOMER SERVICE SUPERVISOR
NAIROBI JAVA HOUSE
02.2021 - Current
ADMINISTRARION AND SUSTAINABILITY CONSULTANT
SABEK GROUP
03.2018 - 12.2020
RESEARCH ASSISTANT
ECOSYSTEM SERVICES FOR POVERTY ALLEVIATION
01.2017 - 12.2017
DIPLOMA IN CHINESE LANGUAGE AND CULTURE - Language Arts Education
SHANDONG NORMAL UNIVERSITY
09.2016 - 12.2016
Bachelor of Science - Environmental Science
KENYATTA UNIVERSITY,
05.2011 - 04.2016