Skills

  • Management
  • Microsoft Office
  • Microsoft Word
  • English
  • Typing Skills
  • Customer service
  • Office management
  • Project Management

Experience

Caroline Gitahi

Work experience
  • PROJECT MANAGEMENT
  • Managing the ‘Flexible Workspace Strategy (FWS) Project – ICT Infrastructure design and implementation’ in United Nations Offices at Nairobi (UNON)
  • Coordination of design and implementation of FWS Project of 15 blocks in UNON
  • Developing company policies and workflow processes to ensure successful flow and closure of projects
  • Coordinating company Project Managers & Engineers to ensure adequate service delivery
  • Documenting and Maintaining project records including project timelines and milestones, weekly and monthly design & Implementation reports, budgets
  • Participating in pre and post job closeout meetings
  • Tracking of project milestones and deliverables
  • Tender documentation - Responding to Request for proposals, Request for quotations, Expression of interests, and Pre-qualifications
  • CUSTOMER SERVICE
  • Responding to customer inquiries via phone, email and web-based platforms
  • Escalating unresolved issues to appropriate departments
  • Delivering customer support to more than 80 callers per day
  • Updating customer accounts and system database with latest details to support accuracy and efficiency in future interactions
  • Developing and actualizing customer service initiatives to decrease wait times
  • Conferring with customers about concerns with products or services to resolve problems and drive sales
  • Establishing and updating work schedules to account for changing staff levels and expected workloads
  • Monitoring various systems and ensuring there is zero downtime
  • Liaising with customers, management and sales team to better understand customer needs & recommend appropriate actions
  • Attending sales site surveys and closing deals with client on different products
  • Training new hires, with a strong focus on optimizing productivity and performance

Related persons

Munene Microsoft Office , QA, Jira
Norah Jepleting
Donders OoroICT Information Systems and Project Management Officer at Innovative Technologies Africa Ltd