Dorothy Ogutu

Led customer relationship management, ensuring effective communication and onboarding processes. Monitored customer experience metrics and provided training to junior associates, striving for high-quality service and swift resolutions to customer queries.

Coordinated events by managing vendor relations, analyzing event success, and implementing improvements. Developed a year-round event calendar and utilized digital marketing strategies to enhance brand engagement.

On-boarded merchants by verifying KYC, resolved merchant issues via email, and collaborated with sales teams to maintain active accounts. Engaged in upselling and cross-selling to enhance customer experiences.

Developed marketing strategies, managed sales promotions, and utilized CRM software to track sales progression. Cultivated partnerships and identified weaknesses in marketing campaigns to enhance customer experience.

Assisted in administrative tasks related to communication, gaining valuable experience in public sector operations.

Supported registry operations, gaining hands-on experience in administrative tasks and customer service.

Assisted in registry administration, contributing to the efficiency of operations within the UNDP.

Provided administrative support in the registry, enhancing operational efficiency and gaining legal sector experience.

Supervised customer service operations, introduced higher service standards, and assessed employee performance to identify training needs. Maintained accurate records of customer interactions.

Pursued a Bachelor of Information Science, focusing on the management and organization of information, including digital libraries and information systems.

Completed a Diploma in Information Studies, which included coursework on information management, data analysis, and library science.

Achieved the Kenya Certificate of Secondary Education, focusing on a broad curriculum that prepared for higher education and professional development.