Catherine Wakesho

 CATHERINE MATANO -- CAREER AND PERSONAL OBJECTIVE Dedicated and results-driven Customer Support Specialist with a comprehensive background in business administration and procurement. Bringing over 2 years of experience in providing exceptional support, collaborating with cross-functional teams, and ensuring customer satisfaction. Proven expertise in problem-solving, effective communication, and utilizing technology to streamline processes. SKILLS AND COMPETENCE Personal Skills and Attributes Customer Relationship Management Business Administration Negotiation Skills Analytical skills Microsoft Office Suite. Team Collaboration Areas of Expertise Category Management Project Management Financial Acumen Risk Management WORK EXPERIENCE Sept 2018 – to date: CloudFactory Position: Data Entry Analyst Duties: Collaborated with the AI team to review and enhance model-generated results, contributing to improved accuracy in AI understanding in BPO sector Annotated images to enhance the AI's 3D perception, demonstrating attention to detail and precision in data entry. Led coaching and training sessions for data entry operators, ensuring consistent quality and adherence to guidelines. Efficiently handled unique data requests and tasks, contributing to the overall workflow optimization. Sept 2018 – to date Freelancer (Gigs) Position: Data Annotation/Entry Analyst/Admin (part-time) Duties: Collaborated with a remote team to ensure quality and consistency in task completion. Adapted quickly to new task requirements and maintained high productivity levels. Participated in training sessions to stay updated on task guidelines and best practices. Utilized strong analytical skills to identify and resolve challenges in task execution. Oct 2017 - Dec 2017: Kenya Vehicle Manufacturers Position: Customer support/ Supply Chain Intern Duties: Issued purchasing orders and effectively managed materials for the production line, showcasing strong organizational and supply chain management skills. Strive to create positive customer experiences, build brand loyalty, and contribute to the overall success of the company. Conducted thorough quotation analysis, contributing to cost-effective procurement decisions. Collaborate with internal teams, including production, quality control, sales, and marketing, to ensure a seamless and positive customer experience. Responded promptly and professionally to customer inquiries through various channels, addressing questions about vehicle features, maintenance, warranties, and troubleshooting. May 2015 - Aug 2015: Thika Water and Sewerage Company Limited Position: Procurement/ Customer support /Admin Intern Duties: Assisted in the preparation of tender and quotation documents, highlighting attention to detail in procurement processes. Assist in evaluation of tenders and quotations Contributed to the evaluation of tenders and quotations, showcasing analytical skills. Effectively resolved customer issues, ranging from billing discrepancies to service interruptions, ensuring a positive customer experience. Engaged with customers through various channels, including phone, email, and chat, to address inquiries related to water billing accounts. Collaborative Example In my role as a Data Entry Analyst, I collaborated with the AI team to enhance model-generated results, resulting in a 15% increase in accuracy. Through coaching and training sessions, I fostered a collaborative environment, improving overall data entry quality. Additionally, I collaborated with cross-functional teams during unique data requests, ensuring a seamless workflow process. Summary Empathetic, self-motivated, and solution-oriented professional with a proven track record in business administration and procurement. Adept at collaborating with cross-functional teams and leveraging technology, including Zendesk experience, to optimize and support workflows. While having held higher-level positions. EDUCATIONAL BACKGROUND Sep 2015 - Dec 2017: Bachelor’s Degree in Business Management Purchasing & Supplies May 2014 - Apr 2015: Diploma in Purchasing & Supplies Management Feb 2009 - Nov 2012: Kenya Certificate of Secondary Education Certificate in Digital Customer Support Agent July 2023- Sept 2023 Generation Kenya Digital customer service Agent program REFEREES Available on request