At Faras Cabs Kenya, I was promoted from Customer Service Agent to Quality Assurance Specialist. I conduct quality audits of customer interactions and prepare operational reports in Microsoft Excel.
I analyse operational trends and recommend process improvements to enhance service quality. I also maintain quality records and work with other teams to identify and resolve quality issues.
Before moving into quality assurance, I supported customers and drivers with ride-related concerns, investigated complaints, and followed up on unresolved cases. I documented cases and reported recurring customer and system issues to relevant teams.
At Genesis Tours & Travels, I managed day-to-day office administration, prepared invoices and contracts, and coordinated appointments. I also maintained records and responded to customer enquiries as an Administrative Assistant.
