EXECUTIVE PROFILE
LAILER SAJIDA INDOSHI
Phone: -
Email:-Linkedin:https://www.linkedin.c
om/in/lailer-sajida-/
EDUCATION
Jomo Kenyatta University of
Agriculture & Technology
Master of Science: Project
Management(Mar 2016 - Oct
2021)
Inoorero University
Bachelor of Information
Communication Technology (Sep
2012 - Jan 2014)
Inoorero University
Diploma: Information Technology
(Jan 2010 - Oct 2011)
Kenya School of Professional
Studies
Certificate in Information
Technology (Sep 2008 - Feb 2009)
SKILLS
● Customer Service
● Team Leadership
● Process Optimization
● Technology
Implementation
● Issue Resolution
● Training Development
● Strategic Planning
● Performance Evaluation
● Operational Excellence
● Remote Support
● Knowledge Base
Management
● Feedback Analysis
● Community Engagement
● Outreach Coordination
● Cross-Team
Collaboration
● Troubleshooting
● De-escalation
● Call Handling
● Upselling
● Customer Retention
● Training Delivery
● Policy Development
Passionate customer advocate and experienced team leader with a proven ability to
transform customer experiences across diverse industries. My career journey spans
administration and education, where I've consistently leveraged technology to
streamline support processes, boost customer satisfaction, and achieve remarkable
results. I thrive on empowering teams to deliver exceptional service through
targeted training and innovative problem-solving strategies. I'm committed to
continuous improvement and finding creative solutions that leave a lasting positive
impact on customers. Eager to bring my expertise in operational excellence,
strategic thinking, and team development to a remote customer support role where I
can make a real difference.
WORK EXPERIENCE
Operations Supervisor (Hybrid) | Flocash Limited | Nairobi, Kenya | Nov 2023
– Present
Key Responsibilities:
● Streamlined daily operations, ensuring high accuracy and compliance by
implementing a robust log review system.
● Enhanced team productivity by 30% through comprehensive training modules,
reducing escalations across both in-office and remote teams.
● Leveraged Odoo and ServiceNow to manage financial transactions, ensuring
security and maintaining high standards with zero discrepancies during audits.
● Optimized task management and boosted operational transparency by
integrating an hourly reporting system using Asana, facilitating effective
communication and collaboration across remote teams.
● Minimized downtime and ensured continuous access to partner accounts by
spearheading the deployment of an emergency support protocol accessible
remotely through Citrix Director and AnyDesk.
● Maintained optimal staffing levels and resource allocation through effective
coordination with IT and HR departments, utilizing Office 365 and Zoom for
seamless communication in a hybrid work environment.
● Implemented a comprehensive performance evaluation process, aligning
individual objectives with company goals to enhance accountability and
performance for both in-office and remote employees.
Customer Support | Embakasi West Constituency Office | Nairobi, Kenya |
Jan 2018 - Dec 2022
Key Responsibilities:
● Enhanced customer satisfaction by developing and implementing
streamlined support processes, reducing average case resolution time by
25%.
● Improved cross-team collaboration through coordinated effective
communication between support and technical teams ensuring timely
resolution of complex customer issues.
● Enhanced community engagement by Organizing and facilitating regular
town hall meetings, community forums and feedback sessions, ensuring
open communication between constituents and the office.
● Improved information dissemination through developed and distributed
informative materials (newsletters, brochures, social media posts) about
local initiatives, resources and upcoming events, increasing community
awareness and participation.
● Actively addressed constituent inquiries, complaints, and requests,
escalating issues to appropriate departments and following up to ensure
satisfactory resolution.
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Optimized customer feedback loop through managed customer surveys and feedback collection, generating
insights that led to a 15% improvement in overall satisfaction ratings.
Developed customer engagement initiatives by launching targeted email campaigns and webinars, resulting in
increased customer retention and upsell opportunities.
Resolved complex support escalations by employing advanced troubleshooting and de-escalation techniques,
reducing management intervention by 40%.
Customer Care Agent | Horizon Contact Center | Nairobi, Kenya | Jan 2014 - Dec 2015
Key Responsibilities:
● Enhanced customer retention by effectively resolving product and service concerns, contributing to a 10%
increase in customer loyalty year-over-year.
● Managed high call volumes daily with a focus on maintaining a positive attitude and high customer satisfaction,
achieving a customer satisfaction rate of 8/10.
● Boosted sales by leveraging product knowledge to upsell during service calls, increasing cross-sales annually.
● Streamlined internal processes by logging call information and solutions, reducing response times and improving
service efficiency.
● Trained over 50 new employees on customer service best practices, significantly reducing onboarding time and
increasing team efficiency.
● Developed and implemented comprehensive customer service policies that standardized response techniques
across the team, reducing complaint escalation by 40%.
● Orchestrated supplier delivery schedules around client needs, enhancing service delivery and further improving
customer retention.
OTHER EXPERIENCE
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Chairperson Board Of Management | Busara Primary | Nairobi, Kenya | Jan 2019 - Nov 2022
Lecturer | Jomo Kenyatta University of Agriculture & Technology | Nairobi, Kenya | Jan 2015 - Dec 2017
ICT Intern | The Supreme Court of Kenya | Nairobi, Kenya | Feb 2014 - Nov 2015
Intern | Ministry of Information Communication Technology | Nairobi, Kenya | Sep 2013 - Dec 2013
Data Verification Clerk | Interim Independent Electoral Commission | Nairobi, Kenya | Sep 2013 - Dec 2013
TOOLS
Google Suite, Zoho, Monday.com, CS Ticketing, ServiceNow, SCCM, Citrix Director, AnyDesk, Odoo, Halo
PSA, Office 365 Administration, cPanel Administration, Oddo, Microsoft Office, Asana, ChatGPT Proficient,
Zoom, Adobe Suite.
ACCOMPLISHMENTS
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Project Management Committee Training | NG-CDF Board | 2021
Chair Board of Management | Busara Primary | 2019 - 2022
Enumerator | Kenya Population and Housing Census | 2009
A Determinant on Sustainability of Youth Funded Projects | Embakasi West
Constituency, Kenya, Journal of Project Management Volume 5, Issue 2 Seminars and Conference
CERTIFICATIONS
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Certified Strategic Management Professional by The Kenya Institute of Management
Certified Monitoring and Evaluation Officer by the Kenya Institute of Management
REFERENCES
Eng. Stephen M. Irungu
Managing Director
Best works Africa Limited--
Joses Karani Edwin
Organizing Secretary
Embakasi West Constituency--
Joan W. Wanyama
Program Development
Officer Research &
Fundraising Consultant--
