Faith Ntongai

Address: 651**-*****

Mobile: +254*********

Email: adqf48@r.postjobfree.com

Skype: faith_kaendo

Professional profile

Dedicated Marketing professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

I wear the customer's hat and have a keen eye on gaps that create pain points for customers by using customer journey mapping and gap assessment to establish initiatives that mitigate the identified gaps.

Poised and competent with demonstrated ability to transcend cultural differences, thrive in deadline given environments, excellent team work and leadership skills.

Always looking to challenge the status quo. I thrive on strategic discussions that will take customer experience, to the next level. I set high standards of performance and pursue challenging goals while always focusing on exceptional delivery of objectives.

In addition to the above professional experience, I am quick to learn, possess good communication skills, at ease in any kind of environment. Personable, driven and honest with my work. I always dedicate myself to whatever I do in order to achieve set objectives, able to relax and maintain a sense of humour even when under pressure.

Education

2019 to Date

Bachelor of Commerce-Marketing

KCA university

(Final year)

2017-2018

Diploma In Business Management

Kenya Institute of Management

2008

Kenya Certificate Of Secondary Education

Gladys Girls High School.

Professional training

Account technician certificate-KASNEB(graduate)

Diploma in Customer service(ICM)

Skills

Analytical Skills: I recognize areas of weaknesses requiring improvements and makes recommendations to the management for consideration, approval and implementation.

Decision Making and Problem Solving Skills: I am able to make timely, well considered and logical decisions on problem situations that may arise so as to find appropriate and workable solutions

Organization and Planning: I am a highly organized individual who approaches all their work in a methodical and professional manner.

Flexibility: I have capacity to fit into most environments, maintain calm under pressure and can adapt well to changes in the work place

Teamwork: I possess strong commitment to team dynamics with the ability to contribute expertise and follow any directives at appropriate times

Communication skills: I have excellent communication, written, spoken and presentation skills with ability to analyse and communicate complex information to a wider audience.

Time Management: Ability to manage competing priorities effectively, to be resourceful and to use time as a resource.

Technical Skills: I have great working knowledge of automated customer relationship management systems and office suite. In-depth knowledge of automated customer relationship management systems (CRM, MS PowerPoint, MS Excel)

Work experience

October 2018 to Date

Britam Holdings PLC

Position: Customer Experience Associate

Drove operational improvements which resulted in savings and improved profit margins.

Managed on-site evaluations, internal audits and customer surveys.

Used critical thinking to break down problems, evaluate solutions and make decisions.

Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

Used coordination and planning skills to achieve results according to schedule.

Created plans and communicated deadlines to ensure projects were completed on time.

Identified issues, analyzed information and provided solutions to problems.

Developed and implemented performance improvement strategies and plans to promote continuous improvement.

Demonstrated respect, friendliness and willingness to help wherever needed.

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

April 2015-October 2018

Britam Holdings PLC

Position: Administrative Associate.

Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Edited subcontractor proposals, project punch lists, transmittals and memorandums for organizational support.

Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.

Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service.

Managed phone and email correspondence and handled incoming and outgoing mail and faxes.

Facilitated timely delivery of special projects to meet organizational and departmental objectives.

Conducted invoicing and investigated accounts receivables discrepancies.

Surpassed team goals by partnering with colleagues to implement best practices and protocols.

Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.

Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.

Volunteered to help with special projects of varying degrees of complexity.

January 2014- January 2015

Quatro ventures Limited

Position: Administrative /Accounts Assistant.

Processed payments and documents such as invoices, journal vouchers, employee reimbursements and statements.

Used accounting software to prepare weekly and monthly financial reports.

Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.

Performed administrative and clerical duties such as word processing, data entry, faxing and copying.

Communicated and resolved disputes with clients regarding outstanding invoices, payments and adjustments.

Prepared and mailed invoices to customers, processed payments and documented account updates.

Maintained clean and organized files by keeping accounts payable records up-to-date.

Directed clients to appropriate accountants, answered phone calls and replied to office emails for excellent customer service.

Reviewed general ledger entries and assessed accuracy.

Supervised daily bookkeeping operations with attention to accounts receivable, accounts payable, banking reconciliation and disbursements.

Communicated with suppliers to reconcile invoice payments.

Monitored status of accounts receivable and payable to facilitate prompt processing.

January2011-December 2013

Giant Pharmaceuticals Limited

Position: Reception/Dispatch

Maintained contact with units on assignment to provide further assistance and support when needed.

Maintained updated and detailed records of calls in physical and electronic database.

Performed routine administrative work with customer assistance, cashiering, and data.

Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.

Trained 10 new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction by 70%.

January2009-December 2010

Society of St. Vincent de Paul

Position: Administrative Assistant

Taking calls both international and external calls

Maintaining decorum in the lobby

Board minute taking

Attending to walk in clients

Organizing meetings such us training, team building etc

Receiving regular mails for the department

Key Achievements

Successfully managed to put the mail office in order with the least record in loss of mails.

Managed to come up with an online register that enabled tracking of mails to be easy and efficient.

Maintained an update customer database

Over 80% graded operational excellence in driving customer centric culture in quality assurance and first contact resolution (FCR)

Seamless customer Experience in all touch points

Other details

Trainings

2018-Fire marshal

2016-Customer service training

2016-Individual leaders training (Britam Leadership Academy)

Languages: Basic German, Fluent English and Swahili

IT proficiency: Word, Excel, PowerPoint and Accounting packages

Interests include: Cycling, mentoring, travelling and hiking

References

Komu Githui

Customer service Manager

Britam Holding PLC

adqf48@r.postjobfree.com

+254*********

Florence Mukiria

Human Resource

Apollo Group

adqf48@r.postjobfree.com

+254*********

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