EMILY WAIRIMU NJOROGE

• Currently managing over 25 service level agreement contracts worth more than US$1.5 Million.
• Review and setup of new staff on office biometrics, regular updates by deleting exiting employees on office security systems.
• Facilitating user training and meetings both for internal and international staff and organize conference logistics.
• Supervising implementation of protocols and policies by field employees, office, and regional staff.
• Assigning field projects, coordinating field teams, and drawing up reports for completed projects.
• Managed payroll, transactions, invoicing and budgeting to decrease financial inconsistencies
• Drive workflow improvements by streamlining processes
• Developed revisions for systems and procedures by evaluating operational practices and identifying improvement opportunities
• Reduced recordkeeping errors by precisely handling financial transactions, journal entries and accounts payable and receivable activities
• Oversaw successful planning and execution of staff meetings, parties and events
• Adapted to workflow changes and implemented continuous process improvements to overcome obstacles

• Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
• Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Connected with customers to address questions and resolve issues through phone and email.
• Logging and assigning tickets from leading financial institutions/ banks ranging between 50-150 daily regarding faulty ATMs, guided customers through first line diagnosis of equipment and software problems.
• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
• Assigned work orders to team of 35 field and territory engineers.
• Named leading customer service representative in company through customer satisfaction surveys.
• Retained existing clients and developed 4 new accounts by extending high quality and efficient support service.

TELKOM AND ORANGE ACCOUNT

• Handled over 300 corporate client calls daily, querying customers on technical issues with their telephone and data lines, logging and assigning tickets to field technicians and queuing tickets for assignment to field technicians.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
• Recommended new and existing products to customers, thoroughly explaining details.
• Collected customer feedback and made process changes to exceed customer satisfaction goals.
• Awarded as top customer service representative arising from numerous recommendations from clients in problem solving for period September to November 2008.

• Coordinated statistical data analysis, design and information flow
• Contributed to internal activities for overall process improvements and efficiencies.
• Sorted and processed incoming reports before putting data into processing software
• Performed accuracy checks and cleansed data maintaining Dun & Bradstreet's online database of over 110million global company reports.
• Mined data to efficiently fulfill client requests and orders.
• Completed quality reviews for designs, codes, test plans and documentation methods
• Located and corrected data entry errors and reported to management

• Maintained business relationships with existing and new clients, ensuring timely delivery of contracts for corporate or personal mobile and telephone landlines applications, motivating sales and field promotion teams to achieve highest weekly and monthly targets, maintaining accurate sales funnel and accounts management to forecast sales.
• Participated in successful onboarding of major account worth over US$ 200,000 in annual sales during first year of operation.
• Led team which achieved highest number of corporate contracts in first month of launching new product.
• Created plans and communicated deadlines to ensure projects were completed on time.
• Led projects and analyzed data to identify opportunities for improvement.
• Participated in team-building activities to enhance working relationships.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Proved successful working within tight deadlines and fast-paced atmosphere.