Vivian Gaitho

Vivian Gaitho -|-Operations Specialist with 3+ years of experience exceeding customer expectations in order processing, fulfillment, and relationship management. Proven ability to manage multiple tasks, streamline operations, and drive results. Skilled in optimizing customer service, improving issue resolution time, and increasing operational efficiency. Bilingual in English and Swahili. Skills ● ● ● ● ● ● ● Customer Relationship Management Order Processing & Fulfillment E-commerce Platform Management Team Leadership & Training Problem-Solving & Issue Resolution Communication & Collaboration Business Acumen & Strategic Planning Senior Operations Associate | Revivo Kenya | Jan 2024 - Present ● ● ● ● ● ● ● Increased orders by 10% through efficient customer account management and proactive engagement. Reduced customer churn by 20% by decreasing issue resolution time from 5 days to 3 days. Led a team of 3 customer service agents, boosting team productivity by 15% through comprehensive training. Developed and implemented a customer support manual, reducing inquiries by 25%. Streamlined communication with internal teams and logistics providers, leading to a 18% reduction in order delays. Managed social media interactions, resulting in a 12% increase in lead conversion. Prepared vendor invoices, ensuring timely approvals and payments for supplier satisfaction. Operations Associate | Revivo Kenya | Sep 2023 - Dec 2023 ● ● ● Increased call pick-up rate from 66% to 75% through improved outbound and inbound call management. Reduced delivery times by 15% through ensuring timely order processing. Assisted in issue management, contributing to a 20% improvement in resolution speed. Customer Care & Collections Executive | Pawame Kenya | Oct 2020 - Aug 2023 ● ● ● Recovered 85% of outstanding debt through strategic negotiation and payment plan implementation. Increased customer retention by 10% by developing customer-focused strategies for resolving payment issues. Maintained a high customer satisfaction rate (95%) by promptly addressing inquiries and complaints. Education B.Sc. Food, Nutrition, and Dietetics | University of Nairobi | Sep 2016