Open to opportunities

Dorothy Nyaga

@dorothynyaga

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Dedicated customer service and administrative professional with 8 years experience.

Kenya

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What I'm looking for

I am looking for a role that values customer satisfaction and offers growth opportunities.

I am a dedicated customer service and administrative professional with over 8 years of experience in operations, call center support, virtual assistance, and network operations. My career has been marked by a proven record of delivering excellent client service, consistently meeting service-level agreements (SLAs), and supporting operational excellence across various sectors including telecom, trade, and development.

In my most recent role as a Customer Service Representative at Broadband Communication Networks, I monitored network alarms and ensured timely issue resolution, coordinating effectively with field agents and stakeholders. My previous experiences have equipped me with strong skills in data entry, records management, and administrative support, all while maintaining a high level of professionalism in customer interactions.

I am passionate about leveraging my skills to enhance customer satisfaction and operational efficiency. I thrive in dynamic environments and am committed to continuous improvement and professional development.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative (Network Operations)

Current

Broadband Communication Networks

Jul 2022 - Present (3 years)

Monitored network alarms and ensured timely issue resolution in line with service-level agreements (SLAs). Coordinated field agents and maintained consistent updates with stakeholders.

SLA

Call Center Agent

CCI International

Jul 2021 - Present (4 years)

Handled customer inquiries, complaints, and claim follow-ups with professionalism. Maintained call records and ensured accurate data entry and dispositioning.

Customer Service Call Center Operations Data Entry Record keeping

Network Operations Assistant

Masaba Services

Jun 2018 - Present (7 years 1 month)

Managed customer relationships and ensured SLA adherence. Compiled daily shift and weekly performance reports for the NOC Manager. Handled ticket documentation and closure, tracking complaints and resolutions.

Network Operations SLA Customer Relationship Management Reporting Ticketing

Administrative Assistant (Reliever)

Taiwan Trade Centre

Apr 2015 - Present (10 years 3 months)

Managed reception duties, petty cash, company calls, and data entry. Supported event planning and B2B meetings.

Administrative Support Reception Duties Data Entry Event Planning Petty Cash

Teller

Paddy Microfinance

Nov 2012 - Present (12 years 8 months)

Handled client follow-ups, cash reconciliation, and daily reporting to the director. Responded to customer account queries and system entry.

System Entry

Intern – Front Office & Data Entry

Land O’ Lakes Internship

Jun 2010 - Present (15 years 1 month)

Populated farmer and livestock e-portal and managed front desk duties. Assisted with general office administration and customer interactions.

Data Entry Information Management

Education

Degrees, certifications, and relevant coursework

Moi Girls Secondary School

K.C.S.E Certificate, General Studies

Obtained the Kenya Certificate of Secondary Education. Completed secondary education at Moi Girls Secondary School.

London College St Lawrence

A-Level Certificate, General Studies

Completed advanced level studies at London College. Focused on academic subjects to prepare for university education.

Alison

CPD Certified, Virtual Assistant

Gained skills in calendar management, Google Workspace, planning, researching, booking travel, project management, data entry, and expense tracking. Utilized AI tools during meetings to assist with minute taking.

Makerere University

Bachelor of Office & Information Management, Office & Information Management

Studied principles of office administration and information management. Developed skills in data organization, record keeping, and office technologies.