Emily Gwallah

• This role provided oversight of updating manual and electronic records and data reconciliation for examinations statutory fees and staff medical records
• In this role I supervised four data entry clerks
• Key responsibilities included: Preparation, dissemination and monitoring of weekly work plans with direction and prioritization of workload to data entry clerks
• Monitored productivity of the data entry clerks while providing close support on operational challenges where they arise in the execution of their daily tasks
• Reviewing and validating procedures in data entry to ensure accuracy is consistently maintained
• Resolving discrepancies in information and obtaining further information for incomplete documents
• Responding and resolving information requests from different user departments
• Supporting human resource related issues including managing conflicts and relay official communications
• Preparing and sharing weekly progress update reports including escalation of issues requiring superior level support
• Key Achievement Successfully completed update and accurate reconciliation of 5,750 records of staff medical and examination statutory fees within the set project time frame of one year.

• This position was responsible for providing outstanding support to customer needs as primary point of contact for service and products offered by the company
• This included managing incoming calls and customer service inquiries, generating sales leads that develop into new customers, educating customers on services and products, and identifying and assessing customer needs to achieve satisfaction
• I was also nominated as a champion to offer coaching and cross train my group members, consisting a t e am of four, on gaps including attaining set targets on handling customer queries, handling time per customers and issues escalation to related departments
• Other key responsibilities are highlighted below
• Delivered support to 200+ calls per day on company products and services
• Accurately captured customer queries and escalated to correct channel for further resolution and continuous improvement of products and services
• Provided quality support to customers ensuring first call resolution and avoiding repeat follow ups
• Educated customers on existing and new products and services, alternative platforms for problem resolution such as self-service through USSD codes
• Ensured all customer requests were responded to and resolved in a timely and professional manner
• Engaged in forums collecting employees’ views to foster good productive working environment
• Participated in innovations to generate new products and improve services
• Key Achievements Consistently surpassed daily target of 150 calls per day and average handling time per customer.

Safaricom E-Learning, . Conflict and Change Management, Safaricom E-Learning, . Receiving Feedback and Criticism, Safaricom

• Completed professional development in