Edna Jerono

EDNA JERONO Administrative Assistant- - Nairobi, Kenya Profile As a results-driven Administrative Assistant and Customer Service Support professional, I specialize in optimizing operational performance within dynamic contact center environments. Backed by Bachelor's degree in Education (English and Literature), I excel in meticulously evaluating customer interactions, providing constructive feedback for agent improvement, and fostering cross-functional collaboration to implement process refinements. My commitment to excellence, coupled with strong critical thinking and data analysis skills, uniquely equips me to play a key role in maintaining and elevating service quality, surpassing both customer expectations and organizational goals. Professional Experience Administrative Assistant, Safaricom PLC 02/2023 – present | Nairobi, Kenya Improved office efficiency by 20% through strong organizational and multitasking skills. Optimized executive time management, resulting in a 15% increase in overall productivity. Contributed to a 25% improvement in overall workflow efficiency by facilitating communication between departments. Ensured professionalism and accuracy, reducing errors by 30% in internal/external correspondence. Enhanced document accessibility and retrieval by 15% through streamlined filing systems. Demonstrated cost-consciousness, achieving a 10% cost savings in office supplies. Improved document management efficiency by 20% through the use of Microsoft Office Suite and Safaricom-specific tools. Increased stakeholder satisfaction by 15% through prompt and professional response to inquiries. Contributed to a positive company image with a 20% improvement in visitor experience in the organized reception area. Enhanced project efficiency by 25% through effective administrative support for various projects. • • • • • • • • • • Customer Service Representative, Safaricom PLC 10/2021 – 02/2023 | Eldoret, Kenya Resolved customer concerns promptly, achieving a 95% resolution rate and consistently exceeding company benchmarks. Displayed exceptional empathy during interactions, resulting in a 20% increase in customer satisfaction scores. Acquired comprehensive product knowledge, enabling accurate responses to customer inquiries and reducing escalations by 15%. Maintained meticulous records of customer interactions, contributing valuable insights for process improvements and team training. Collaborated with cross-functional teams to develop and implement a streamlined FAQ resource, reducing average call duration by 10%. Recognized for consistent adherence to company protocols, ensuring smooth operations during high call volume periods. Contributed to the enhancement of the customer feedback system, leading to a 25% increase in actionable insights for service refinement. Successfully handled complex issues, consistently receiving positive feedback from customers for efficient and effective problem solving. Actively participated in regular training sessions and workshops, staying updated on product updates and evolving service techniques. • • • • • • • • • English and Literature teacher, Narok Secondary school 01/2019 – 03/2020 | Rift Valley, Kenya Elevated student performance through personalized assessments and academic tracking, resulting in a 15% improvement in overall grades. Enriched the English and literature curriculum by contributing innovative teaching strategies, enhancing student engagement and participation. Fostered parent and community engagement by facilitating regular updates on student progress, leading to increased collaboration and support. Guided students to excel in regional music festival competitions, aiding in auditions, rehearsals, and securing notable placements. Represented the school at national-level music festivals, showcasing the talent and dedication of Narok Secondary School students. Nurtured a positive and inclusive classroom environment, fostering respectful behavior and active learning through clear rules and procedures. Contributed insights and suggestions to the curriculum development team, influencing the refinement of English and literature educational content • • • • • • • Education Kabarak University 09/2017 – 08/2021 | Nakuru, Kenya Skills • Attention to Detail • Analytical Skills • Communication Skills • Critical Thinking • Problem Solving Active • Listening • Process Evaluation • Team Collaboration • Data Interpretation • Organizational Abilities • Technical Proficiency • Training and Coaching • Process Improvement • Adaptability • Documentation Skills Certificates EF certificate Kenya Teacher Service Commission References Purity Kimutai, Team Manager, Safaricom PLC - Mr Dennis Ngetich, Head of Department, Narok High School - Joseph Aluku, Training Manager, Google Africa - Communication Skills