Project Manager Intern
Resume:
FAITH NDUNGE MUINDE
*************@*****.*** +254-***-***-*** 05-05-1995 linkedin.com/in/faith-ndunge EDUCATION
Meru University of Science and Technology - BSc Computer Technology - September 2013 -- December 2017 Second Class Honors Degree
St Angela’s Girls High School - January 2009 -- November 2012 KCSE Mean Grade B(Plain)
WORK EXPERIENCE
Manager, Customer Experience - Savannah Informatics Limited - January 2021 -- Present
Leading a team of CEX analysts in client query management across all platforms while tracking TATs thus improving the customer experience.
Drafting SOPs and training the team on how to handle incoming issues from clients. This lead to a good average NPS score of 45% from 20%.
Planning and hosting webinars targeting clients to train them on both new and existing products and addressing their queries.
Developing and implementing talent acquisition strategies for the team. Including screening and hiring of new team members. The CEX team now has a full time team of 7 members.
Organizing the shift and schedule for the team. This ensured the team is dedicated to specific schedule hours.
Leading the CEX Excellence team in identifying the issues affecting our clients and reporting them to the relevant teams for actions. This helped in the reduction of inbound calls by at least 30 in a day. Analyst, Customer Experience - Savannah Informatics Limited – June 2018 – December 2020
Developing the company’s first contact center by sharing ideas on how the system would be working and what would be the most important features.
Resolving customer complaints and requests mainly through calls and emails within the stipulated TAT.
Analyzing client feedback through NPS and making follow-up calls.
Training and handholding of clients.
Tracking/reporting of client issues through meetings and following them up with the relevant teams. Other Relevant Work Experience
Intern, Nairobi Water and Sewerage Company (June 2015-August 2015): Configuring Computer Networks, Maintaining Computer Hardware, Upgrade system software in the company devices and ensuring proper security of systems within the organization by installing Antivirus software and ensuring that the trackers on the phones are working properly.
Intern, Sunripe Limited (July 2016 – August 2016): Configuration of computer networks, Repairing of telephones, installation of software and applications to the company computers. KEY COMPETENCIES
Good Customer Experience Advocate
Good Communication Skills
Leadership
Reliability
Technical Skills
Results Oriented
Decision Making
REFEREES
Ms Janet Odalo
Head of People and Talent
Savannah Informatics Limited
Tel: 071*******
Mr David Mutuku
Warrant Officer 1,
Kenya Defence Forces,
Ms Dorris Mwende,
Project Manager,
Savannah Informatics Limited
HOBBIES
Singing
Watching Movies
LANGUAGES
English
Swahili
French (Limited Working
Proficiency)
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