Joy Akinyi

Joy Akinyi Email:-Phone: - LinkedIn: Joy Akinyi EDUCATION Project Management Certificate Completed January 2023 Kenyatta University - Bachelor of Economics & Statistics WORK EXPERIENCE Project Swiftwheelers - Teleperformance Ke       Customer Support Rep [In Office] November 2023 – January 2025 Collected client data feedback as user feedback leads to app improvements, serving clients better especially in the taxi ride-hailing service industry. Provided one-stop customer support for all services by responding to customer contacts through email, chat and phone channels. Resolved client (driver-passenger) complaints, concerns, and issues promptly as per the service standards or service level agreements. Resolved customer queries on first contact, upholding first-call resolution (FCR). Provided timely notifications to the management of negative trends, urgency of issues, or extent of required follow-up. Educated customers about product terminology, features, and benefits to improve customer education and satisfaction. Citizen App Project - Cloud Factory Kenya      App Virtual Assistant [Remote Role] February 2021 – January 2023 Maintained and managed a security-focused app database used in 60+ cities across North & Central America. Processed, verified, and organized large volumes of structured and unstructured data for enhanced user security. Used radio analytics to interpret and categorize real-time data, ensuring accurate reporting for 9+ million app users. Conducted regular data audits to maintain the integrity and consistency of system records. Collaborated with data engineers and project teams to optimize workflows and improve data categorization. Keep It Neat & Clean Services      Executive Assistant [Hybrid] August 2020 – December 2021 Managed and updated company databases, ensuring accurate and accessible records for recruitment and scheduling. Organized, categorized, and maintained detailed records of service appointments and inventory supplies. Developed reports based on collected data to enhance operational efficiency and customer satisfaction. Coordinated cross-functional data-sharing to streamline internal communication and improve decision-making. Oversaw social media data insights, tracking engagement trends to improve digital presence. SKILLS  Demonstrated ability to organise, prioritise, schedule, plan, and coordinate work and other activities internally and externally;  Outstanding interpersonal skills to interact effectively with a range of contacts internally and externally and deal effectively with diverse situations that require good judgment, tact, and diplomacy;  Analytical Skills: Demonstrated ability to gather, interpret, and analyse complex data sets, market trends, and industry developments.  Strong communication skills in English (verbal and written), including the ability to draft, proofread, and edit correspondences and ensure the quality of written outputs; hence a good oral and written command of the English language  Innovative: Keen interest in staying updated with the latest trends and innovations.  Strategic Thinker: Strong strategic thinking and problem-solving capabilities to contribute effectively to the organization’s long-term growth.  Ability to solve practical problems and deal with various concrete variables in situations where only limited standardization exists.  Ability to handle service delivery and service assurance processes and structures in a large environment.  Self-driven, customer-centric, and team player REFERENCES Samuel Wekesa Chairman, Coast Afro-Latin Community-Based Organisation-- Elsie Bengo Junior Operations Manager, Project Swiftwheelers – Teleperformance Ke-- Margaret Thiiru Team Lead - Cloud Factory Kenya--