Elizabeth Mwangi

ELIZABETH WAMBUI MWANGI. SUMMARY Customer Service with 11 years’ experience serving as the first point of contact for customers via phone, email, or in-person, addressing inquiries, complaints, and service requests while resolving customer issues efficiently and maintaining a positive and professional demeanor. Key achievements:      Successfully resolved 95% of customer complaints on first contact, improving customer satisfaction. Reduced response time for inquiries by implementing streamlined communication processes. Increased customer retention and repeat business through personalized support and follow-ups. Contributed to higher team performance by mentoring new staff and sharing best practices. Implemented feedback mechanisms that informed improvements in service delivery and product development. PROFESSIONAL EXPERIENCE Norkun Intakes Ltd www.norkun.com POSITION HELD Nairobi, Kenya Feb 2021 to March 2025 : Customer Service Representative Norkun Intakes Ltd is an engineering consultancy firm registered in Kenya. The firm has a team of 26 members; CEO, Financial and Technical Directors, 20 engineers and 3 admin staffs. It was incorporated in 2003 with the aim to provide full range of Electrical and Mechanical Engineering Consultancy services to developers of various projects. The firm considers all types and magnitudes of projects very important. This means that all projects, regardless of their financial value from Turnkey projects to office renovations are handled with great care and professionalism. Responsibilities:  Serve as the primary point of contact for clients regarding project updates, technical inquiries, and service requests.  Respond promptly to customer queries via phone, email, or in-person meetings.  Maintain professional and clear communication with clients to ensure satisfaction and project alignment.  Liaise between clients and internal engineering teams to track project progress.  Communicate client requirements, changes, or feedback to project managers and engineers.  Assist in scheduling site visits, meetings, and inspections.  Maintain accurate records of client interactions, project updates, and service requests in CRM and internal systems.  Prepare reports and summaries of client communications for management review.          Ensure proper documentation of contracts, proposals, and technical specifications. Identify client issues, coordinate with relevant engineering teams, and ensure timely resolution. Follow up with clients to ensure satisfaction after issue resolution. Escalate complex or technical problems to senior engineers or management as needed. Assist the sales team in preparing client proposals, quotations, and follow-ups. Provide clients with technical information or documentation related to engineering services. Collect customer feedback to support service improvement and business strategy. Ensure all client communications comply with company standards, quality procedures, and regulatory requirements. Assist in monitoring project deliverables to meet agreed timelines and technical specifications. Vabela Geoconsult & Services Ltd www.vabelaconsult.co.ke POSITION HELD Nairobi, Kenya Jan 2014 to June 2020 : Customer Service Agent Vabela Geoconsult and Services Ltd is a Geotechnical, civil and Construction Company established in 2013 then as Vabela General Construction and services ltd with an aim to provide excellence and professionalism in the services offered to its clients, and to excel the expectations of the clients in all aspects of the project. Vabela Geoconsult and Services Ltd is NCA Certified and have built a strong reputation for delivering a quality service, on time, and at a competitive price. The firm’s commitment to innovation and excellence invariably results in a successful completion of projects for both contractors and clients. The firm understands and promotes the idea of working as a partnership with our clients to ensure their goals are met. Responsibilities:  Manage dynamic calendars, meetings, and communication for founders, senior geologists, and project leads.  Prepare reports, presentations, proposals, and client deliverables related to geological surveys, environmental assessments, and site evaluations.  Handle confidential information, maintain organized filing systems, and streamline administrative workflows  Assist in planning and scheduling field activities, including site visits, sampling campaigns, and data collection trips.  Coordinate logistics for field teams—accommodation, transportation, equipment reservations, and safety documentation.  Track project timelines, deliverables, and action items; follow up with geoscientists and technical staff.  Serve as a point of contact for clients, partners, regulators, and suppliers, ensuring prompt communication and follow-up.  Support the preparation of proposals, RFP/RFQ responses, and client contracts.  Maintain CRM databases, update project status, and support client onboarding processes.  Assist with compiling environmental and geological compliance documents, permits, and regulatory submissions.  Organize and manage GIS files, lab results, survey data, maps, and project documentation in shared systems.  Support quality control by ensuring documents meet formatting, version control, and data      accuracy standards. Set up and improve internal processes for HR, procurement, invoicing, and document management. Manage office supplies, vendor relations, and subscription services for software tools like GIS and project management. Assist with recruitment scheduling, onboarding materials, and internal communication. Track budgets, expenses, and project costs; process invoices and prepare financial summaries for leadership. Coordinate timesheets, resource allocation, and equipment scheduling for field and inhouse staff. EDUCATION Bachelors of Tourism Management Graduation Year 2013 Moi University. Eldoret, Kenya Diploma in Business Management Graduation Year 2012 Kenya Institute of Management Eldoret, Kenya TECHNICAL SKILLS ACQUIRED            Project Management: Asana, Trello, Monday.com, ClickUp Recruitment: LinkedIn Recruiter, Greenhouse, Lever, Workable Email Management: Gmail, Outlook, Superhuman, SaneBox Communication Tools: Slack, Zoom, Microsoft Teams, Google Meet File Management: Google Drive, Dropbox, OneDrive, SharePoint Automation: Zapier, Calendly, HubSpot, Salesforce Online Travel Agencies (OTA) Platforms: Booking.com, Airbnb, Expedia Partner tools. Email Marketing Tools: Mailchimp, Constant Contact, Sendinblue. Professional Communication Software: MS Office Suite (Word, PowerPoint, Excel), Google Workspace. Customer Feedback Systems: Qualtrics, SurveyMonkey, online review management. Call Centre & Concierge Systems: Zendesk, Freshdesk, hotel concierge apps. CERTIFICATION      ISO 9001 Certification Fire & Safety Certification First Aid & CPR Certification Virtual Assistant Certification Driver’s License Certification