Allan Kiptoo

WORK SAMPLE 1. Customer Communication Samples A. Inquiry Response – General Subject: Welcome to Elite Hoops Academy – How Can We Assist You? Hello Lynn, Thank you for reaching out to Elite Hoops Academy! We're excited to support your basketball journey. Here are a few quick details: - Location: Al Quoz, Dubai - Programs: Kids (6–10), Youth (11–15), Adults - Schedule: Weekdays + Weekend sessions - Trial Session: Available upon request Please let me know your child’s age or your preferred program, and I will share available time slots. Warm regards, Allan Yego Admin, Elite Hoops Academy B. Lead Follow-Up Message (WhatsApp/DM) Hello Lynn! Just checking in to see if you're still interested in joining Elite Hoops Academy. We have new slots available this week. Let me know if you'd like the schedule or a trial session! C. Customer Support – Issue Resolution Hello Lynn, Thank you for informing us. I apologize for the inconvenience. I’ve updated your account and reserved your preferred time slot for this week. Please feel free to message me anytime if you need changes. Best regards, Allan Yego 2. Sample Lead Tracker / CRM Structure Columns to Include: - Lead Name - Parent Name (if child) - Age Group / Program - Phone Number - Email - Lead Source - Inquiry Date - Follow-Up Dates - Status - Notes Example Row: Lead Name | Phone | Program | Lead Source | Inquiry Date | Status | Notes Omar H. | - | Youth (11–15) | Instagram | 28 Nov 2025 | Follow-up Sent | Asked for weekend slots 3. Daily Admin Workflow / Operations Process A. Daily Admin Routine 1. Check all platforms (email, WhatsApp, Instagram DMs) 2. Respond to inquiries within 5–10 minutes 3. Update the CRM sheet with new leads 4. Follow up on pending leads 5. Share schedules, pricing, or trial options 6. Coordinate with coaches regarding attendance & bookings 7. Prepare next-day session list 8. Log any customer issues or special requests B. Customer Inquiry Handling Process - Receive inquiry - Identify program - Provide schedule + pricing - Offer trial session - Book preferred slot - Update CRM C. Lead Follow-Up Process - Day 1: First response - Day 2: Friendly reminder - Day 4: Availability update - Day 7: “Still interested?” message 4. Admin Portfolio Summary Professional Summary Organized Administrative Assistant experienced in customer service, lead management, and operations support. Skilled in handling high-volume inquiries, managing databases, and ensuring smooth communication across teams. Key Skills - Customer communication - Lead management & CRM organization - Scheduling & booking coordination - Database organization - Basic marketing support - Problem-solving Tools - Google Sheets / Excel - WhatsApp Business - Instagram / Meta Tools - Email platforms - Calendar & scheduling tools