Beverlyne Kimuli

Scaled the operations team from 2 to 12 members, significantly increasing support capacity and reducing ticket resolution time. Delivered a fully remote CRM system implementation, integrating with third-party platforms and decreasing manual tasks by 37%. Led virtual team operations across multiple time zones, ensuring seamless coordination and service delivery.

Increased client renewal rates by 20% through personalized support and proactive relationship management. Drove a 30% revenue boost within client accounts by identifying upsell and cross-sell opportunities through data analysis. Reduced onboarding time by 40% by revamping client integration procedures and improving compliance documentation.

Resolved over 50+ daily customer inquiries by leveraging deep product knowledge and service expertise, contributing to high client satisfaction. Increased customer retention by reducing complaint resolution times by 36% through prompt troubleshooting and escalation protocols. Delivered front-line customer support through virtual channels, ensuring consistent service availability.

Launched and managed a multilingual education center, delivering over 300 language lessons and certification exams. Built a client base from zero to over 150 students within 18 months by implementing strategic outreach and customized course offerings. Achieved a 90% pass rate for students undertaking accredited examinations through structured curriculum development and personalized coaching.

Provided direct customer support, addressing inquiries and resolving issues to ensure client satisfaction. Collaborated with team members to maintain service quality and efficient operations.

Delivered English language instruction to students in public and private sector schools. Developed and implemented lesson plans tailored to individual student needs.

Completed a Diploma of Higher Education focusing on Management and Team Leading. Gained comprehensive knowledge in leadership principles, team dynamics, and operational management strategies.

Obtained certifications in IELTS, CELTA, and TESOL from the University of Cambridge. Developed expertise in English language teaching methodologies and international English language testing standards.

Pursued a Bachelor of Commerce with a focus on Business at Hull University. Acquired foundational knowledge in business principles, economics, and commercial practices.

Completed an Advanced Diploma in Air Travel and Related Studies. Gained specialized knowledge in air travel operations, ticketing, and industry regulations.