• Identify trends in customer feedback, report bugs, and documented those findings to support the internal knowledge base and asynchronous team members.
• By utilizing my critical, analytical and problem-solving skills, I exceeded my monthly KPIs as I collaborated
with internal teams( Customer Success, Sales, Product, Engineering, and Financial Operations) to provide
excellent customer experience for my internal and external clients.
• With my vast knowledge in an HR-Tech remote-based company, I have experience using web-based tools
and technologies such as Slack, Zendesk, Notion, Asana, and Juro. I have enhanced my research techniques in global hiring to support customers, employees, and contractors in a fast-paced environment.
• Built a proven track record of working in a highly dynamic customer-facing role while maintaining a very high level of accuracy and attention to detail even when juggling multiple priorities.
• I have rich experience working with clients and team members from multiple countries and across multiple
time zones.

• Exceeded the organization’s sales goal by providing outstanding customer service. As the sales and
marketing lead, I successfully converted 94% and 96% of the incomplete registrations for the International
English Language Testing System (IELTS) to complete registrations for April and May 2020 respectively.
• Resolved an average of 100 email and 50 telephone inquiries per day, contributing to a significant
reduction of complaints by 25% during the last quarter of the financial year 2020.
• Demonstrated professional etiquette and manners, improving 30% positive feedback immediately.

• As a test day delivery lead, I have facilitated the smooth administration of CAIE examinations, paper-based, and computer-based IELTS examinations, accommodating up to two hundred candidates per session.
Subsequently, I have successfully achieved a Quality and Compliance audit report of 91%, 94%, and 96%
in the years 2018, 2019, and 2020 respectively.
• Successfully cultivated an open and transparent channel through my servant leader approach by mentoring and coaching a vibrant team of twenty invigilators. By encouraging them to actively seek out learning opportunities, I have encouraged self-directed growth within the team. This has eventually translated to a healthy obsession with the customer journey, significantly improving the delivery of high-quality customer service.

• Successfully identified and stopped a fraudulent activity that would have exposed the bank to a lawsuit and a potential loss of ten million Kenya shillings.
• Received a recognition award in 2013 for consistently providing exceptional customer service at the NCBA
Kisumu branch.
• Resolved customers’ complaints while identifying problems and taking appropriate corrective action,
increasing client retention ratio by 35%.