Open to opportunities

Jaqueline Isangi

@jaquelineisangi

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Versatile office administration professional with 9+ years of experience.

Kenya

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What I'm looking for

I am looking for a role that values collaboration, offers growth opportunities, and allows me to leverage my skills in customer service and operations management.

I am a versatile office administration professional with over 9 years of experience in customer service operations, HR administration support, and executive office management. My career has been marked by my ability to thrive in multicultural environments, where I have honed my skills in data analysis and report generation. I pride myself on being an exceptional communicator, capable of building positive relationships at all organizational levels.

Throughout my career, I have successfully led teams, managed operations, and implemented process improvements that enhance customer satisfaction and operational efficiency. My achievements include reducing response times for online queries, training new agents, and developing effective performance evaluation metrics. I am passionate about fostering a collaborative work environment and continuously seek opportunities for professional development and growth.

Experience

Work history, roles, and key accomplishments

Current

Operations Supervisor

Current

Teleperformance

Feb 2025 - Present (4 months)

Led and mentored a team of customer service representatives, monitoring performance and productivity to meet service standards and KPIs. Oversaw daily customer service operations, managing schedules and workload distribution to ensure efficient processes.

Team Leadership Performance Monitoring KPIs Operational Management Scheduling Training Development Customer Satisfaction Process Improvement Data Analysis Reporting

Operations Supervisor

Bolt-UK

Sep 2024 - Jan 2025 (4 months)

Supervised operations for Bolt-UK, ensuring smooth and efficient processes. Managed team schedules and workload distribution to meet business needs.

Scheduling Workload Distribution Team Management Performance Monitoring KPI Tracking Customer Service Operations Problem Solving Reporting

Team Lead Customer Service Representative

Bolt-UK

Jan 2022 - Aug 2024 (2 years 7 months)

Led a team of customer service representatives, providing guidance and support while monitoring team performance and productivity. Coordinated and delivered training sessions for new and existing team members.

Team Leadership Customer Service Performance Monitoring Training Delivery Employee Development Customer Satisfaction Process Improvement Communication Conflict Resolution Zendesk

Customer Service Representative

Bolt-UK

Jun 2021 - Dec 2021 (6 months)

Provided customer service support, handling inquiries and resolving issues to ensure customer satisfaction. Utilized new technologies like Zendesk, Slack, and Teams, and trained new agents on their use.

Customer Service Customer Satisfaction Zendesk Slack Microsoft Teams Training Communication Problem Solving Data Entry

Business Development Executive

Arena Africa Insurance Brokers

Aug 2018 - Apr 2021 (2 years 8 months)

Served as the key interface between customers and relevant divisions for onboarding and ongoing interactions, driving revenue growth through new business acquisition. Conducted market intelligence and competitor analysis to understand customer needs and demand potential.

Business Development Revenue Customer Acquisition Market Intelligence Competitor Analysis Client Relationship Management Sales Reporting Customer Retention Corporate Sales

Administrative/ Personal Assistant

Tsebo/ Allterrain Services Ltd.

Feb 2017 - Jul 2018 (1 year 5 months)

Proactively managed the Managing Director's calendar, scheduling meetings and appointments while coordinating office meetings and travel planning. Recruited over 50 employees and onboarded new hires, organizing their workspaces and providing initial guidance.

Administrative Support Calendar Management Recruitment Onboarding Conflict Resolution Policy Implementation Expense Management

Administrative Assistant

MGM Studios Ltd.

Apr 2014 - May 2017 (3 years 1 month)

Provided constant administrative support to 50+ office team members, improving office and staff productivity by 75%. Managed office equipment, ensuring smooth operation and arranging repairs and maintenance.

Administrative Support Office Management Customer Service Calendar Management Expense Management Vendor Management

Receptionist

Henessis Hotel Ltd.

Nov 2013 - Mar 2014 (4 months)

Managed front desk operations, welcoming guests and handling inquiries. Ensured a positive first impression for all visitors.

Receptionist Duties Customer Service Communication Problem Solving Administrative Support Office Management Data Entry

Sales and Marketing Executive

Desert Security Services Ltd.

May 2012 - Oct 2013 (1 year 5 months)

Drove sales and marketing initiatives, acquiring new clients and maintaining existing relationships. Conducted market research to identify potential opportunities.

Sales Marketing Market Research Customer Relationship Management Negotiation Business Development Sales Presentations Lead Generation Communication

Teacher

St. Aquinas Teachers College

Sep 2011 - Apr 2012 (7 months)

Taught various subjects to students, developing lesson plans and evaluating student performance. Fostered a positive learning environment.

Teaching Lesson planning Classroom Management Curriculum Development Communication Mentoring Public Speaking Academic Support

Receptionist

Nyathiru Motel

May 2010 - Jul 2011 (1 year 2 months)

Managed front desk operations, handling guest check-ins and check-outs, and addressing inquiries. Ensured smooth daily operations and guest satisfaction.

Receptionist Duties Customer Service Communication Problem Solving Administrative Support Office Management

Teacher

St. Aquinas Teachers College

Jan 2010 - Dec 2010 (11 months)

Instructed students in various subjects, preparing and delivering engaging lessons. Assessed student progress and provided constructive feedback.

Teaching Education Lesson planning Assessments Classroom Instruction Communication Mentoring Public Speaking Academic Support

Education

Degrees, certifications, and relevant coursework

Alison

Online Certificate, Modern Human Resource Management

Completed an online certificate program focusing on modern human resource management practices. Gained knowledge in contemporary HR strategies and applications.

Moi University Eldoret

Bachelor of Arts and Social Sciences, Arts and Social Sciences (Kiswahili option)

Pursued a Bachelor of Arts and Social Sciences with a specialization in Kiswahili. Developed strong analytical and communication skills through the study of language and social sciences.

Bloomerg Training Center Eldoret

Certificate, Computer Applications

Obtained a Certificate in Computer Applications, gaining foundational skills in various software and computer operations. This enhanced proficiency in digital tools.