Hilda Chepchirchir Shialo
Business/IT Operations Specialist
PROFILE
--671 Ngong Rd.
Nairobi - Kenya
A highly skilled, self-motivated, organized, detail-orientated and experienced Business
Operations/IT Specialist with 5+ years of experience and a history of working in the IT industry.
Skilled in Business Planning, Analytical Skills, ICT Security, Databases, and IT Service Management.
Possesses an Associate’s degree in Computer Science and a professional certificate in
International Management & German Language. Looking to leverage my knowledge and
experience into a Business Operations role.
www.linkedin.com/in/hilda-shialo
PROFESSIONAL EXPERIENCE
Operations Manager
Andear Ceramics, Nairobi – Kenya (2019 – 2021)
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Ensured all operations are carried out in an appropriate and cost- effective way.
Ensured all IT equipment are up to date and correctly configured.
Improved operational management systems, processes and best practices
Purchased materials, planned inventory and oversaw warehouse efficiency.
Helped the organisation’s processes remain legally compliant
Formulated strategic and operational objectives
Examined financial data and used them to improve profitability
Managed budgets and forecasts
Performed quality controls and monitored production KPIs
Recruited, trained and supervised staff
Found ways to increase quality of customer service
Customer Success Associate
Trancewood Ltd, Nairobi – Kenya (2018 – 2019)
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Developed and managed client portfolios.
Analysed customer data to improve customer experience.
Held product demonstrations for customers.
Improved onboarding processes.
Evaluated and improved tutorials and other communication infrastructure.
Mediated between clients and the organization.
Handled and resolve customer requests and complaints.
Branch Support Officer
Labos Technologies Ltd, Kampala-Uganda (2016 – 2018)
• Oversaw the company's products specifications and GPS Tracking Platform are up to
date
• Guided staff as well clients through a series of actions, either face-to-face or over the
phone, to help set up systems or resolve issues.
• Managed clients’ accounts and maintained security level permissions.
• Responsible for all client communication, conflict resolution, and compliance on client
deliverables and revenue
• Provided advice and support on sales queries, customer service, accounting issues and
technical problems
• Established strong relationships between the client and the company, by maintaining
regular contact with both and ensuring communication flows effectively
• Coordinated and organized corporate events and product launches
• Ensured customer base growth through supporting marketing activities
• Prepared weekly reports and budgets, formulate sales strategies to achieve sale targets
• Performed market research to understand client needs
EDUCATION
AS. Computer Science
St. Paul’s University, Kenya
2013 – 2016
International Management & German
Language
Deggendorf Institute of Technology
2012 – 2013
High School Certificate, KCSE (B)
Lulu High School, Diani – Kenya.
2009 - 2012
KEY SKILLS
Business Intelligence
IT Support
Project Management
Team Leadership
Strong Communication
Organization and Problem Solving
Analytical Skills (R, SQL, Python)
LANGUAGES
English
Swahili
German
Administration Assistant
Labos Technologies Ltd., Mombasa - Kenya-
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Assisting and Deputizing the Office administrator.
Attending to Customers by explaining the company's product services and use of the
GPS Tracking Platform.
Platform Management; Creation of Client Databases; Managing daily client accounts
Suggested specific customer resolution solutions to meet proper customer handling
standards.
Identified interested and qualified customers in order to provide them with additional
information
Provided product samples, coupons, informational brochures, and other incentives to
potential clients.
AWARDS
Study Abroad Grant -)
Ukunda Hilfe e.V.
Several academic and voluntary awards
in high school and university.
REFEREES
Andear Mayke,
Managing Director
Andear Ceramics
P.O Box-
Nairobi
Tel:-
Kenneth Nduati,
Country Director,
Labos Technologies Ltd.
P.O Box 11109
Kampala
Tel: -
Noel Otieno
Human Resource Manager.
Trancewood Ltd.
Nairobi
Tel:-
