Open to opportunities

Kathleen Orimbo

@kathleenorimbo

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Customer experience professional with expertise in quality assurance.

Kenya

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What I'm looking for

I am looking for a role that fosters growth, values customer satisfaction, and encourages innovative solutions.

I am a highly motivated and results-driven customer experience professional with over 6 years of expertise in quality assurance and customer service. My career has been marked by a proven track record of boosting customer satisfaction through performance optimization and team coaching. I am dedicated to achieving operational excellence and enhancing client relationships.

Throughout my career, I have successfully launched quality assurance initiatives and led projects that significantly improved customer satisfaction rates. For instance, I increased customer satisfaction from 89% to 95% through targeted coaching and performance optimization. My strong communication, problem-solving, and analytical skills have allowed me to develop and deliver effective training programs that enhance team performance and service quality.

Experience

Work history, roles, and key accomplishments

Quality Control Officer

Unifi Credit Limited

Jan 2024 - Mar 2025 (1 year 2 months)

Audited inbound and outbound calls, ensuring compliance with company standards and identifying improvement opportunities. Developed and delivered training programs for new hires, ensuring smooth onboarding and proficiency in call handling.

Auditing Compliance Management Training Delivery Performance Tracking Data Analysis Reporting Customer Onboarding Customer Service

Quality Assurance Analyst

Watu Credit Limited

Feb 2020 - Apr 2023 (3 years 2 months)

Monitored quality of calls and interactions, delivering feedback and ensuring adherence to service standards. Developed training modules to address gaps in service quality, resulting in a more efficient team.

Customer Service Process Improvement Customer Retention Coaching Service standards Feedback Data Analysis Problem Solving

Sales Representative

Hallmark Marketing

Jul 2017 - Dec 2017 (5 months)

Worked with customers to understand their needs and assisted other team members with transactions when necessary. Prepared and submitted weekly sales reports to management.

Sales Reporting Product Knowledge Troubleshooting Team Collaboration Sales Communication Problem Solving Data Entry

Data Entry Clerk

Coseke Kenya Limited

Feb 2017 - Sep 2017 (7 months)

Prepared and submitted weekly sales reports to management and verified the accuracy of data before inputting. Indexed and corresponded data, digitizing physical records while maintaining confidentiality.

Data Entry Record Digitization Confidentiality Sales Reporting Data Indexing Task Management Team Collaboration Attention To Detail Information Management

Education

Degrees, certifications, and relevant coursework

European Business University

Certificate, Business Management

Completed a Certificate in Business Management, gaining foundational knowledge in business principles and practices. Focused on developing essential skills for effective business operations and management.

Africa Nazarene University

Diploma, Community Development

Obtained a Diploma in Community Development, focusing on strategies and practices for fostering community growth and well-being. Studied various aspects of social development and community engagement.