Brenda Juma

ju***08@gmail.com

Work experience

The duties and responsibilities include and are not limited to;
Acquiring new users and ensuring their retention
We are reaching out to clients via social media and getting their feedback on how to better our services.
Keeping in contact with existing consumers to ensure their retention and offer assistance in case they need any questions regarding our products and services.

Work experience

As an enumerator with RTI, I provided technical assistance in data collection exercises using ODK configured tablets from the list of sampled program participants working with Kenya Crops and Dairy Market Systems Activity. The survey was in three levels: household-level survey, market actor’s level survey, as well as social inclusion & nutrition, and targeted surveys.

Work experience

Worked with VSO in the ICS project which focused on education, health, livelihoods, and participation and governance. ICS is a developmental program that in partnership with VSO and UKaid, works with young people to bring change to marginalized communities.
Voluntary Service Overseas / Sep 2019 - Apr 2020 / Machakos, Kibwezi Kenya
My purpose as team leader was to support the project administrator in implementing the ICS project in Machakos and Kibwezi Counties.
A major part of my role was team management, I was able to motivate young people individually and as a group by gaining their respect and trust.
Facilitated development of volunteers personally and professionally and motivated volunteers to achieve the project objectives.
Was working with the project administrator on placement mentorship and peer-led training for the volunteers.
Helped facilitate Participatory Action Research for Kibwezi and guided the volunteers and the primary actors in data collection.
Was responsible for collecting and compiling weekly placement reports, requesting volunteer allowances, and host home allowances

Work experience

Duties and Responsibilities
Informing clients by explaining procedures and answering questions via telephone and emails
Resolving complaints by clarifying issues and exploring answers and alternative solutions, implementing solutions or escalating unresolved complaints
Maintaining call center database by entering information in the CRM system
Maintaining and improving quality results by adhering to standards and guidelines
Ability to detect any irregularity or fraud
Complete call logs
Timely response of clients requests through the Help-monk system
Coding all received calls and raising tickets on the same
Achievements
Working as a CSR agent receiving inbound calls requires one to be able to multi-task effectively, think critically and be able to offer customer satisfaction
Offering the best customer care experience to all customers Managing customers’ information and updating CRM

Work experience

The program taught me that there is power in bringing people together to:
Improve access to good quality and basic services- teaching people about the importance of water harvesting.
Encourage individuals to participate in change-formed green clubs in primary and vocational training institutes, and involved the community in environment cleaning initiatives.
Was based in Makueni county under VSO working with community-based organizations to ensure social inclusion, and work hand in hand with youth groups to create clear business plans to ensure seed funding for their projects from the county government. Organize and plan community action days which topics majorly included sensitization on major issues affecting the youth like drug abuse.