Administrative Assistant Customer Service
Resume:
Edwin Macharia
Personal details
Edwin Macharia
****************@*****.***
Nairobi, Kenya
Male
Kenyan
Skills
Canva
Adobe Creative Suite
Microsoft Office Suite
CRM Systems
Office Administration &
Digital File Management
Project Management &
Stakeholder
Communication
Problem-Solving & Client
Retention
Marketing & Multimedia
Support
Team Leadership &
Mentoring
Attention to Detail
Adaptability & Fast
Learner
Profile
Detail-oriented administration enthusiast, aiming to leverage a unique blend of hospitality management expertise, customer service and ERP consulting experience in the role of Administration Officer. My background has equipped me with a keen eye for optimizing workflows while ensuring high standards of service and communication. Passionate about fostering a collaborative and efficient work environment, I am committed to enhancing operational strategies that contribute to the success of the organization. With strong analytical skills, I can identify areas for development and implement effective solutions, supporting both team members and clients in achieving shared goals.
Education
Diploma in Dressmaking and Pattern Drafting Sep 2017 - Jan 2019 Ancilla Vocational Inst, Eldoret
Employment
Hotel Administrator / Asst Manager Feb 2024 - Jan 2025 THE KASA MALINDI RESORT
Managed daily operations of the hotel to ensure exceptional guest experiences, overseeing front desk, housekeeping, and maintenance teams. Implemented hotel policies and procedures to optimize efficiency and enhance service quality, resulting in improved customer satisfaction scores. Analyzed guest feedback and operational performance data to identify areas for improvement and implement targeted action plans. Coordinated with vendors and suppliers for procurement processes, effectively managing inventory and ensuring timely delivery of services and products.
Supervised staff training and development programs, fostering an environment of continuous learning and professional growth within the team. Developed and executed strategic marketing initiatives to increase hotel occupancy rates, successfully attracting new clientele and enhancing brand visibility in Nairobi.
Oracle NetSuite ERP Consultant & Team
Leader
Jun 2023 - Feb 2024
LAND OF ETERNAL SPRING CONSULTING, Nairobi
Engaging directly with clients to understand their unique business requirements, assess their ERP needs, and provide comprehensive consultation.
Demonstrated strong negotiation and problem-solving skills to resolve complex challenges and maintain positive client relationships. Project planning activities, including scoping, resource allocation, and timeline management, to ensure successful project execution. Key point of contact for clients and stakeholders, maintaining regular communication to provide project updates, address concerns, and manage expectations.
Conducted training sessions for clients' staff on Oracle NetSuite functionalities to empower them and maximize platform utilization. Implemented system enhancements within Oracle NetSuite to optimize administration processes and improve user efficiency. Empathy & Client Focus
Operational Efficiency
Languages
English
Kiswahili
Arabic
Hobbies
Literature
Yoga
Environmental conservation
Skiing
Art
Travel
CUSTOMER CARE AGENT Oct 2022 - Dec 2022
RKH QITARAT, Doha
Advised and resolved customer product complaints empathetically and professionally
Successfully managed 1000+ International customers using the train service by selling travelling cards and advised them based on their travelling plan Developed strong, proactive customer focused relationships with colleagues to give the best service to our customer
Obtained employee of the month title for going above and beyond for customers.
Collaborated with cross-functional teams to enhance customer service processes and improve overall service delivery.
Coordinated with various departments to resolve customer issues promptly, ensuring effective service delivery and maintaining high satisfaction levels. CALL CENTER AGENT Mar 2021 - Aug 2022
CALL CENTER INTERNATIONAL (METRO BY T-MOBILE), Nairobi Improved customer satisfaction by 12% in three months according to the online survey.
Helped 70+ customers per day, providing successful solutions in a polite manner using Metro care and edge by active listening to ensure customer retention.
Maintained strong company and service knowledge to better assist with concerns, question and updates on new products and services Recognized for my excellent quality assurance skills, consistently receiving high scores from supervisors and manager.
Trained and mentored new call center agents on best practices, enhancing team performance and customer interaction quality. Participated in team meetings to analyze call center performance metrics, proposing actionable strategies for continuous improvement. CUSTOMER CARE AGENT Feb 2020 - Jan 2021
PIONEER HOSTIPTAL, Eldoret
Managed a 100+ of inbound and outbound calls and provided timely and information to patients using Zendesk.
Monitored customer feedback and provided regular updates to management on customer satisfaction and areas for improvement. Acted as a liaison between patients and healthcare providers, ensuring clear and accurate communication of medical information and appointment details. Won award for outstanding customer service such as “Patient Champion”. Educated patients about services, products, and policies, creating an informed customer base and improving retention.
Trained new team members on customer care protocols and systems, ensuring high service standards were maintained.
Courses
Certificate in Computer Operation Jul 2017
Diploma in Dressmaking and Pattern Drafting Nov 2021 References
References available upon request.
Achievements
Obtained employee of the month title for going above and beyond for customers.
Recognized for my excellent quality assurance skills, consistently receiving high scores from supervisors and manager.
Won award for outstanding customer service such as Patient Champion.
Contact this candidate