Information Technology Customer Service

CURRICULUM VITAE

JUDITH PILI GARAMA

P.O BOX ** KILIFI

TEL: +254*********/+254*********

EMAIL: ********@*****.***

GENDER: FEMALE

DATE OF BIRTH: 15th FEB 1984

NATIONALITY: KENYAN

ID. NUMBER :24267763

MARITAL STATUS: SINGLE

PASSPORT NUMBER: BK400376

PERSONAL PROFILE:

I, am a dynamic IT professional, honest, reliable and effective Communicator, a team Player with high integrity, who thinks strategically, attentive to details, resilient, with personal initiative and Customer service focused enjoy working in challenging situations to produce outstanding and fulfilling results towards any duty assigned to me including any relevant responsibilities.

EDUCATION BACKGROUND

AUG 2009-2010 DIPLOMA IN BUSINESS ADMINISTRATION

Institution: Foundation Institute of Africa

● Financial Accounting

● Management accounting

● Accounting

● Quantity Methods

● Entrepreneurship

● Social studies

● Law

● Supply and Management

● Management information system

● Communication skills

May 2006-2008 DIPLOMA IN INFORMATION TECHNOLOGY

Institution: Mombasa Polytechnic

● Operating system

● Communication skills

● Programming

● Principles of personal management

● Data communication

● Quotieties techniques

● Mathematics

● Introduction of system management

● Entrepreneur

● Trade and entrepreneurship

2005 CERTIFICATE IN INFORMATION TECHNOLOGY

Institution: Mombasa Polytechnic

● Operating system and internet operation

● Information process

● Spreadsheet and database processing

● Business system

● Word processing and desktop publishing

2000-2003-Ganze secondary school

Kenya certificate of secondary education

Grade attained C-(minus)

WORKING EXPERIENCE:

18th January 2022- To Oct 31st 2023: Track and Trace Limited Mombasa (Customer Retention Team)

Post: Account Manager

Duties:

• Build and maintain strong, long-lasting client relationships to ensure Retention of Existing Customers for repeat business and grow new business opportunities.

• Deliver set upsell targets.

• Deliver Set Subscriptions Targets.

• 100% Resolutions of issues raised at Customer Level.

• Ensure have login credentials for all clients under you.

• Ensure to create a very good rapport with all clients for retention purposes, upsells and referral business, and easy subscription payments.

• Ensure to always have clients’ issues resolved in real-time for quality-of-service provision.

• Have all the off lines attended to and points of action documented e.g. correct booking for any check-ups and follow-ups dome.

• Courtesy calls and visits to ensure great Customer Experience and Satisfaction.

• Ensure clients’ have all the required documentation that are legally binding

• Communicate all anticipated renewals before the due dates through email, followed by calls and then Sales orders for confirmation to allow timely invoicing and collections August 2020 - 31 December 2021: Oak and Gold Limited Post: IT and customer care

Duties:

● Build and sustain relationships

● Gather, analyse and use information and evidence from different sources

● Think and plan strategically and operationally

● Solve problems

● Use of generic IT applications

● Lead and manage change

● Promote an organisation’s interests and values

● Recognise own strengths and weaknesses

● Improve and sustain performance in a service delivery organisation

● Innovation and continuous development and improvement

● Ensue client and company equipment are adequately maintained

● Ensure security of client and company equipment

● Assist in developing the business of Fleet & Cargo Tracking with current or new clients

● Responsibility for coordinating ECTS operations required by clients

● Monitor ECTS operations including at border points

● In charge of SVU sales and distribution of seals and managing manpower March 2019 -June 2020: SGS Kenya Limited (E.C.T.S Department) Post: Operations Coordinator

Duties:

● Build and sustain relationships

● Gather, analyse and use information and evidence from different sources

● Think and plan strategically and operationally

● Solve problems

● Use of generic IT applications

● Lead and manage change

● Promote an organisation’s interests and values

● Recognise own strengths and weaknesses

● Improve and sustain performance in a service delivery organisation

● Innovation and continuous development and improvement

● Ensue client and company equipment are adequately maintained

● Ensure security of client and company equipment

● Assist in developing the business of Fleet & Cargo Tracking with current or new clients

● Responsibility for coordinating ECTS operations required by clients

● Monitor ECTS operations.

● Meet with clients on a face-to-face basis to discuss when required the company’s operational expectations.

● Implement policies designed to improve the Company’s image and relations with customers, employees, shareholders and the public.

● To keep abreast of Operations best practises and constantly improve where required.

● Assist in ensuring the company expenditure remains in line with the agreed budget.

● Ensuring sufficient resources are available to achieve the operational objectives.

● Support the annual and short-term business objectives.

● Ensuring the policies, procedures and systems comply with legislation.

● Provide the reports and statistics for ECTS operations as required.

● Analyse competitor’s strengths, weaknesses, strategies and develop counter strategies.

● Undertake other activities as required by ECTS Management. Oct. 2018 to March 2019: SGS Kenya Limited (OGC Department) Post: Administrative Secretary/Assistant

Duties:

● Initiating file opening of jobs/files in the BOSS system

● Raising of Invoices in the BOSS System

● Retrieval and Archiving of Records

● Maintaining of Files which includes among others Invoice files, LPO files, Certificate Files, Supplier Files

● Preparing monthly revenue allocation from the BOSS system for the Business Line Manager

● Dispatching of invoices to clients

● Making orders for stationery for the section

● Ensuring an easy flow of information and records from Inspectors to the Business Line Manager

7th Oct. 2013to May 2015: SGS Kenya Limited’ (E.C.T.S. Department) Post: Customer care/Desk operator

Duties:

● Respond to emails and calls

● Receiving clients request and Channel them to the right people

● Maintaining a good Relationship between clients and the company

● Dealing with clients complains

● Attending to walking in client

7th June. 2015 31st March 2018: SGS Kenya Limited’ (E.C.T.S Department) Post: Operations Coordinator

Duties:

● Build and sustain relationships

● Gather, analyse and use information and evidence from different sources

● Think and plan strategically and operationally

● Solve problems

● Use of generic IT applications

● Lead and manage change

● Promote an organisation’s interests and values

● Recognise own strengths and weaknesses

● Improve and sustain performance in a service delivery organisation

● Innovation and continuous development and improvement

● Ensue client and company equipment are adequately maintained

● Ensure security of client and company equipment

● Assist in developing the business of Fleet & Cargo Tracking with current or new clients

● Responsibility for coordinating ECTS operations required by clients

● Monitor ECTS operations.

● Meet with clients on a face-to-face basis to discuss when required the company’s operational expectations.

● Implement policies designed to improve the Company’s image and relations with customers, employees, shareholders and the public.

● To keep abreast of Operations best practises and constantly improve where required.

● Assist in ensuring the company expenditure remains in line with the agreed budget.

● Ensuring sufficient resources are available to achieve the operational objectives.

● Support the annual and short-term business objectives.

● Ensuring the policies, procedures and systems comply with legislation.

● Provide the reports and statistics for ECTS operations as required.

● Analyse competitor’s strengths, weaknesses, strategies and develop counter strategies.

● Undertake other activities as required by ECTS Management. June. 2018 to 6th Oct. 2018: SGS Kenya Limited (General Administration) Post: Front Office Receptionist.

Duties:

● Receptionist duties including answering General inquiries

● Operation of the company switchboard including answering a high volume of calls and maintain a rapid response rate according to agreed standards.

● Log information on calls received, where required and maintain detailed and accurate records.

● Uphold policies designed to improve the company image and relations with customers

● Liaising with the direct line supervisor daily for priority requirements.

● Perform duties or other responsibilities which may be assigned by management which is outside the specified job.

● Receipt and dispatch of parcels, letters through courier service providers.

● Maintain records associated with the reception process and perform other routine clerical tasks as assigned and for other departments as directed by management. Feb 2010-2012-Texas Alarms Kenya Limited

Post: Controller

Duties:

● Reporting to the Operations Manager

● Manning the control room radio communication

● Coordinate the fleet of Rapid response teams

● Dispatch of the rapid response Vans in case of Alarm activations

● Data entry of all alarm’s activations, client complains and request’s

● liaise with the Mobile crew and technicians to sort out client complains and request

● Monitor Operations in the guarding department and ensure all guards are deployed

● Monitor and assist the field supervisors

Oct. 2009-Dec 2009 Sai sunny Builders Limited

Post: Data Entry Clerk

Duties:

● Receiving and dispatching of Material /goods

● Entry of data both in the local purchase order and delivery

● Petty cash Management

● Float of quotations

● Filling

● Photocopying

May-July 2007-FIELD ATTACHMENT

(Kenya Medical Research Institute)

● Data entry and verification using fox profile maker pro and MySQL

● Software and hardware troubleshooting procedures

● Data communication using email and internet

● Computer hardware and Maintenance

● Local area network communication, maintenance and communication

● Helpdesk based support system

HOBBIES:

Traveling

Exploring

Reading Novels

Making friends

REFEREES

Mr. Hussein Machasio

Q.H.S.E Assistant Manager

SGS Kenya Limited

P.O. Box 90264 Mombasa

Tel: 072*******

Mr. Philemon James

Oil Gas and Chemicals Manager

SGS Kenya Limited

P.O. Box 97317 Mombasa

Tel: 073*******

Ms Faith Rita

Head of Retention Trackntrace

P.O. Box 12038 Mombasa

Tel: 072*******

Contact this candidate