Hilda Ng'hily

* Assisted customers with inquiries related to mobile, data, and Airtel Money services.
* Resolved customer complaints and service issues in a professional and timely manner.
* Provided accurate information about products, promotions, and account services.
* Supported customers with account registration, SIM card services, and troubleshooting basic technical issues.
* Maintained a high level of c

Conducted analysis of business operations to identify inefficiencies and process gaps.

Designed and supported implementation of improved workflows to enhance productivity and reduce costs.

Worked closely with cross-functional teams to optimize operational performance and ensure smooth execution of daily processes.

Contributed to data-driven decision-making through operational reporting and perf

• Assisting in customs clearance processes under TRA supervision.
• Processing cargo releases and documentation.
• Supporting verification of imports/exports and ensuring compliance with customs regulations.

Provide freelance writing services focused on storytelling, creative nonfiction, and real-life thematic content.

Produce well-structured written pieces tailored to audience needs, with emphasis on clarity, emotional depth, and engagement.

Conduct research to support content accuracy and strengthen narrative quality.

Edit and refine drafts to maintain high writing standards and consistency.

Provided day-to-day administrative and personal support to an executive, managing schedules, travel, and communications. Maintained strict confidentiality, coordinated meetings, handled correspondence, and supported both professional and personal tasks to improve efficiency and productivity.

Completed my university education focusing on core subjects such as Logistics, Entrepreneurship and the like while developing soft skills such as writing, communication, organizational and coordination skills.