Patrick Migwi Kimani

 Skills Industry relation Analyst Administrative Management Independent Analyst Platform. Quality Assurance Customer Service and Assistance Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Proficient in [Software Program] Strong verbal and written communication skills Excellent leadership and team management skills Strong analytical and problem-solving skills Exceptional customer service skills Language proficiency: English Industry Analyst Relations Administrative Management Independent Analyst Platform Customer Service Quality Assurance Customer Service and Assistance Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Proficient in [Software Program] Strong verbal and written communication skills Excellent leadership and team management skills Strong analytical and problem-solving skills Exceptional customer service skills Language proficiency: English   Professional Summary I am an Accomplished and dynamic professional with 9 years of experience in the administration, retail customer service, and logistics. I Possess solid experience in leading teams, driving performance improvements, streamlining business operations, and nurturing positive work culture. I am Skilled in tracking and analyzing KPIs, developing training programs, and implementing innovative practices to enhance efficiency, productivity, and overall business performance. Core Competencies: Team leadership and management Performance management and coaching Virtual assistance Capacity planning and resource allocation Innovation and process improvement Communication and collaboration Customer service and supplier support Training and development Regulatory compliance Work History Jan 2021 –To Present Executive assistant, Remote freelancing. I have been engaged on contractual basis offering the following services. Personal assistance, Administration, Accounting, Content writing, Customer care. June 2019 - October 2022 Retail Administrative Analyst , Tusker Mattresses Ltd , Kenya Led a team that engaged with clients/suppliers on a daily basis to provide a best-in-class experience. Tracked and reported on important business KPIs, analyzed the data, and provided insights into the team's data. Organized, prioritized, managed workload requirements, and allocated resources to effectively accomplish the work. Provided effective performance management through feedback, employee recognition, rewards, and progression plans for top talent. Encouraged innovation, and improved the efficiency of business processes and procedures to enhance quality, efficiency, and productivity. Facilitated weekly team meetings and engaged in bi-weekly 1:1s with team members as required. Acted as an escalation point for any supplier/client tickets, conducted in-depth investigations for deeper levels of understanding after escalations from clients and suppliers. Created new work instructions and continuously updated existing work instructions/processes. Recruited, mentored, and developed a high-performing team that promotes a world-class client/supplier experience. February 2016 - July 2019 Retail Customer Service Associate, Tusker Mattresses Ltd , Kenya Completed and processed paperwork for new and existing customers needing specialized assistance. Monitored customer feedback and made adjustments to improve service quality. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. Provided excellent customer service to retail clients, both in-person and via phone and email. Processed transactions, handled customer complaints, and addressed product inquiries. Maintained accurate records of customer interactions and transactions. Trained new employees and provided feedback to management on process improvements. Attended to customer complaints and processed product return or replacement requests. January 2014 - February 2016 Warehousing and Logistics Coordinator , Gamara Logistics Ltd , Mombasa, Kenya Created reports to provide insights into logistics operations and performance. Implemented and developed supply chain strategies to optimize efficiency. Generated documentation and information required for customer shipments. Analyzed customer requirements and provided customized logistics solutions. Negotiated freight rates with third-party vendors to acquire cost-effective contracts. Managed inventory levels to verify availability of stock for customer orders. Education July 2017 Diploma , Accounting Certification Moi University , Eldoret, Kenya Professional certification in public accounting September 2016 Businesses Management Moi University , Eldoret, Kenya Awarded 2nd Class Honors Certifications Licensed driver class B,C,and E .