Feb 2024 – Mar 2025: The Kasa Beach Resort, Malindi – Administrative Assistant / Guest Relations Lead
- Welcomed and assisted guests, ensuring smooth check-in/out while promptly addressing requests.
- Coordinated inter-departmental communications, improving service efficiency by 30%.
- Resolved escalated guest complaints within 24 hours, boosting satisfaction levels.
- Collected and analyzed guest feedback to enhance facilities and service standards.
- Streamlined staff scheduling, reducing wait times by 25% during peak periods.

Jun 2023 – Feb 2024: Land of Eternal Spring Consulting, Nairobi – ERP Consultant
- Led ERP implementation projects, automating client processes and increasing efficiency by 40%.
- Conducted business requirement analysis and customized NetSuite modules to meet KPIs.
- Trained client teams, achieving 95% adoption within two months of rollout.
- Coordinated project deliverables to ensure milestones were met on schedule.
- Provided technical support and documentation aligned with SLAs.

Oct 2022 – Jan 2023: RKH QITARAT – Customer Care Agent, Qatar Rail, Doha
- Served 1,000+ passengers daily, maintaining a 98% satisfaction score during peak periods.
- Managed complex passenger complaints with diplomacy and cultural sensitivity.
- Coordinated with back-office teams to ensure accurate train scheduling and information.
- Supported initiatives that reduced queue times by 20%, improving passenger flow.
- Logged passenger issues in CRM systems for accurate tracking and reporting.

Mar 2021 – Aug 2022: Call Centre International (Metro by T-Mobile) – Call Center Representative
- Managed 70+ daily customer calls, achieving a 92% First Call Resolution rate.
- Mentored new hires monthly, improving onboarding and call quality.
- Identified recurring issues, collaborating with IT to reduce repeat complaints by 18%.
- Increased customer retention by 12% through proactive follow-ups and upselling.
- Maintained detailed CRM logs to ensure audit readiness and SLA compliance.

Feb 2020 – Jan 2021: Pioneer Hospital, Nairobi – Customer Care Agent
- Handled 100+ daily patient queries, ensuring accurate scheduling and communication with medical staff.
- Scheduled appointments, reducing overbooking errors by 25%.
- Trained junior staff in data privacy protocols, ensuring compliance with HIPAA-aligned standards.
- Maintained detailed patient feedback logs to support quality improvement audits.