Judith Kimani

Judith Kimani Customer Service Specialist | Kenya | - |- About Dynamic and results-oriented professional with extensive experience in customer service, administration, and operations management. Proven track record in providing exceptional client support, managing diverse teams, and streamlining processes to enhance operational efficiency. Skilled in maintaining strong stakeholder relationships, coordinating impactful events, and delivering accurate financial reporting. Adept at leveraging technical know-how and proactive learning to address client needs, drive strategic goals, and contribute to organizational success. Known for a commitment to continuous improvement, problem-solving, and delivering high-quality service with enthusiasm and dedication. Experience LeadGenius Customer Support Associate and Online Researcher Remote Sep '20 - Oct '23 · Efficient Multichannel Communication: Managed diverse client inquiries across multiple platforms including Zendesk, Slack, and Google Meet, ensuring quick and effective resolution of issues. · Quality Assurance Expertise: Conducted rigorous testing of system upgrades, identifying critical improvements and enhancing system functionality for smoother operations. · Proactive Problem Solving: Provided valuable feedback on system improvements by creating detailed Jira tickets, ensuring continuous optimization of processes. · Knowledge Base Maintenance: Regularly updated and maintained team documentation on Confluence, improving internal knowledge-sharing and operational efficiency. · Lead Generation & Research: Performed thorough online research for lead generation using Google Sheets to track and analyze findings, contributing to business growth strategies. · Technical Proficiency: Familiar with various customer support and research tools, enhancing team productivity and customer satisfaction. · Collaborative Team Member: Actively participated in cross-functional team meetings to troubleshoot issues, propose solutions, and contribute to project success. · Data-Driven Approach: Leveraged data insights to streamline communication, enhance customer service, and improve internal processes. Heart Healing Head Covers Virtual Assistant Remote Sep '19 - Mar '20 · Website Management: Maintained and updated client websites using Kajabi, ensuring a seamless user experience and driving consistent engagement from visitors. · Content Creation: Produced short, high-quality product videos for client websites, enhancing product visibility and increasing user interaction. · Event Support: Assisted clients in executing live online shows, contributing to the smooth running of events and ensuring a positive experience for both the host and attendees. · Social Media Strategy: Managed and scheduled marketing posts across Facebook, X, and Instagram using Hootsuite. · Basic Graphic Design: Utilized beginner-level Photoshop skills to clean up and edit images for social media and websites, maintaining a consistent and professional brand image. · Lead Generation Expertise: Conducted thorough lead generation research, helping to expand the client’s prospect database and improving lead quality through careful email list cleanup. Various Investment Banking Companies Customer Service Specialist Nairobi, Kenya Mar '06 - Dec '20 · Client-Focused Service: Provided friendly and professional service, attending to numerous client queries and transaction requests weekly, ensuring a 98% satisfaction rate by building lasting relationships with both repeat and prospective clients. · Proactive Client Engagement: Regularly called and updated clients on their portfolio status and new market opportunities, maintaining a high level of client engagement and trust. · Guiding Clients through Investment Processes: Assisted clients via email, phone, and chat, providing step-by-step guidance on investing in financial products, which contributed to a significant increase in successful transactions. · Petty Cash & Financial Management: Managed branch petty cash with 100% accuracy and performed various accounting tasks, ensuring smooth financial operations and strict adherence to company policies. · Project Quality Control: Oversaw quality control processes for high-impact projects, including Initial Public Offers (IPOs), contributing to their successful execution and adherence to regulatory standards. · Client Relationship Building: Developed strong, trust-based relationships with clients by understanding their financial needs and offering personalized guidance, increasing client retention significantly. · Continuous Learning & Adaptability: Proactively took the initiative to expand financial product knowledge, ensuring clients received well-informed advice, and driving consistent growth in client portfolios. Centsavvy Investments Limited Administrative Officer Mombasa, Kenya Nov '09 - Jul '10 · Stakeholder Relationship Management: Established and maintained strong working relationships with a wide range of internal and external stakeholders, including service providers, vendors, clients, and employees, fostering seamless collaboration and effective communication. · Job Description Development: Led the formulation and maintenance of detailed job descriptions across the organization, ensuring clarity in roles and responsibilities, which improved recruitment and performance management processes. · Office Equipment & Supply Management: Efficiently managed office equipment and supplies, ensuring the smooth day-to-day operation of the office by promptly addressing maintenance needs and preventing operational disruptions. · Supplier Sourcing & Contract Management: Sourced reliable suppliers for office equipment, negotiated contracts, and ensured that contract terms were strictly adhered to, which greatly improved operational efficiency. · Project Supervision: Supervised the installation and repair of office fixtures and furniture, ensuring that all work was completed on time, within budget, and to the highest quality standards. · Vendor Coordination: Coordinated with vendors and service providers to schedule timely repairs and maintenance, preventing downtime and enhancing the overall office environment. Standard Bank Group (SBG) Securities Limited Team Leader, Operations Nairobi, Kenya Jun '09 - Oct '09 · Team Leadership & Development: Successfully managed and trained a team of operations officers, improving team performance through mentorship, skill development, and effective delegation. · Operational Reporting & Coordination: Coordinated and reconciled complex reports for the operations management team, driving key decisions that helped achieve operational and strategic goals, while ensuring 100% accuracy in reporting. · Process Formulation & Improvement: Spearheaded the formulation and implementation of organizational processes and procedures, enhancing efficiency and ensuring compliance with governance and operational standards. · Strategic Alignment: Acted as a key liaison between the operations team and management, ensuring the department's objectives were aligned with broader organizational goals, contributing to an improvement in overall operational outcomes. Milly Grain Millers Limited Accountant Mombasa, Kenya Apr '06 - May '06 · Accounts Payable & Receivable Management: Efficiently handled the end-to-end process of receiving, booking, processing, and reconciling accounts payable and receivable, maintaining 100% accuracy. · Financial Reporting for Decision-Making: Prepared detailed accounting reports, providing management with key financial insights that improved decision-making Junior Achievement Kenya Intern/Volunteer Mombasa, Kenya Jun '04 - Aug '05 · Relationship Building & Recruitment: Successfully recruited and maintained strong working relationships with volunteer companies and schools, making regular visits and providing feedback to supervisors, contributing to a significant increase in volunteer participation and student engagement. · Event Management & Coordination: Planned and coordinated impactful Junior Achievement programs such as Job Shadow Week, Student Leadership Camps, and fundraising events, ensuring smooth execution. · Proactive Learning & Support: Took the initiative to thoroughly learn program materials, enabling me to confidently address questions from both volunteers and students, resulting in improved program comprehension and participant confidence. Education The Catholic University of Eastern Africa Bachelor of Arts (BA) | BA in Arts and Social Science Dec '05 Economics (Major) and Political Science (Minor) The Coast Institute of Business Studies Certificate | Accounting Technicians Certificate (K.A.T.C) Dec '01 Accounting Skills Customer Experience · Google Suite · Microsoft Office · Email Etiquette · Phone Etiquette · Cross-cultural Communication Skills · Zendesk · Creative Problem Solving · Technical Proficiency · Time Management · Product Knowledge · Multitasking · Teamwork · Conflict Resolution · Learning and Development · Organizational & Writing Skills · Attention to Detail · Handle Confidential Information · Online Research · Document Management · Social Media · Online Data Entry · Zoom · TeamViewer · Slack · CRM