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Grace Chege

@gracechege

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Dedicated Customer Service Executive with a passion for process optimization.

Kenya

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What I'm looking for

I am looking for a role that fosters growth, collaboration, and innovation in customer service.

I am a dedicated Customer Service Executive with over a year of experience in delivering exceptional support and ensuring customer satisfaction. My tenure at British American Tobacco has equipped me with the skills to manage complex client accounts and streamline order management processes, resulting in significant cost savings and enhanced service delivery.

Throughout my career, I have demonstrated a commitment to excellence by leveraging tools such as SAP, CRM systems, and Power BI to optimize operations. My proactive approach to problem-solving and continuous improvement has led to reduced complaint resolution times and increased customer satisfaction rates. I thrive in collaborative environments and am eager to contribute my expertise to drive operational excellence in your organization.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Executive

Current

British American Tobacco

May 2023 - Present (2 years)

As a Customer Service Executive, I manage complex client accounts, optimize order management processes, and enhance customer complaint resolution. My efforts have resulted in significant cost savings and improved customer satisfaction across multiple regions.

Customer Service Order Management SAP CRM Systems KPI Analysis Process Optimization Power BI Team Collaboration

Operations Trainee

British American Tobacco

May 2022 - Apr 2023 (11 months)

In my role as an Operations Trainee, I focused on process improvements across various departments, leading projects that enhanced manufacturing efficiency and reduced downtime. My engineering background supported my analytical approach to problem-solving.

Process Improvement Manufacturing Project Management Data Analysis Continuous Improvement Training Development Team Collaboration Root Cause Analysis

Undergraduate Trainee

Numerical Machining Complex Ltd

As an Undergraduate Trainee, I gained hands-on experience in engineering practices, contributing to various projects and learning about operational processes within the manufacturing sector.

Engineering Operations Team Collaboration Problem Solving

Undergraduate Trainee

Kenya Pipeline Company

During my internship at Kenya Pipeline Company, I was involved in various engineering projects, gaining valuable insights into pipeline operations and maintenance practices.

Engineering Pipelines Maintenance Team Collaboration Problem Solving

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Science, Mechanical Engineering

2015 - 2021

Studied Mechanical Engineering, focusing on the principles of design, analysis, and manufacturing processes. Developed skills in problem-solving and project management through various engineering projects and practical training.

Karima Girls’ High School

High School Diploma, General Education

2011 - 2014

Completed secondary education with a focus on sciences and mathematics, preparing for further studies in engineering. Engaged in various extracurricular activities that enhanced leadership and teamwork skills.