Open to opportunities

Ivy Okisa

@ivyokisa

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Experienced Customer Service Professional with a focus on client relations.

Kenya

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What I'm looking for

I am looking for a role that values teamwork and offers opportunities for growth, where I can leverage my skills in client relations and operational management.

I am an experienced Customer Service Professional with over six years in client-facing roles, specializing in client relationship management and operational efficiency. My career has been defined by my commitment to enhancing service delivery through effective communication, problem-solving, and team leadership. I believe that exceptional customer service starts with a motivated team, and I strive to empower my colleagues to excel in their roles.

In my most recent position as Head of Customer Operations at Labos Technologies, I successfully optimized operational processes, resulting in faster response times and improved service quality. I have a proven track record of training and mentoring staff, establishing effective systems, and collaborating with sales teams to enhance product offerings. My dedication to customer satisfaction and my ability to navigate complex challenges have been key to my success in this field.

Experience

Work history, roles, and key accomplishments

Current

Seminar Facilitator

Current

World Association of Girl Guides and Girl Scouts (WAGGGS)

Jan 2023 - Apr 2024 (1 year 3 months)

Facilitated leadership development seminars for participants worldwide, focusing on event management, logistics, and program evaluation. Developed learning materials and navigated cultural differences to ensure effective communication and engagement.

Event Management Leadership Development Logistics Coordination Team Collaboration Facilitation

Head of Customer Operations

Labos Technologies

Aug 2017 - Apr 2024 (6 years 8 months)

Led the Customer Operations department, focusing on team empowerment and operational efficiency. Enhanced service delivery through process optimization and effective training. Established a reliable 24/7 shift schedule and collaborated with sales to improve product offerings.

Customer Relationship Management Team Leadership Process Improvement Efficiency Improvement Communication Conflict Resolution Problem Solving

Education

Degrees, certifications, and relevant coursework

Generation Kenya

Digital Customer Service

Completed the Digital Customer Service program focusing on data entry and management skills, enhancing customer service capabilities in a digital environment.

HP Foundation

Business Leadership

Participated in the Business Email & Effective Leadership program, developing essential skills for professional communication and leadership in business settings.

ALX Africa

Virtual Assistance

Completed a Virtual Assistant/Administration program, gaining skills in administrative support and virtual assistance to enhance operational efficiency.