Open to opportunities

Lily Muinde

@lilymuinde

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Customer service and administration professional delivering exceptional client experiences.

Kenya

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What I'm looking for

I seek a client-focused role in administration or customer service with growth opportunities, collaborative culture, and impact-driven work.

I am a client-focused administration and customer service professional with over three years of hands-on experience in hospitality and market research environments. I excel at managing high-volume inquiries, resolving complex complaints, and maintaining accurate operational reports.

At Kantar Kenya I managed 80+ daily customer interactions with a 98% satisfaction rate, reduced escalations by 40%, and trained new hires on call-center systems. In hospitality I coordinated front-desk operations, events for up to 80 guests, and earned multiple employee recognition awards.

I volunteer as a program coordinator for a feeding initiative, leading logistics, volunteer coordination, and multimedia fundraising content. I am passionate about community impact, continuous learning, and bringing organized, empathetic service to every role.

Experience

Work history, roles, and key accomplishments

Current

Program Coordinator (Volunteer)

Current

Feed the Street Children Initiative

Jan 2021 - Present (5 years 5 months)

Plan and execute monthly feeding programs for 150+ street children, coordinate volunteers and donations, manage logistics and produce photography/videography for fundraising and awareness.

Program Coordination Volunteer Management Fundraising Support Photography Videography Community Outreach Reporting

Customer Service Representative

Kantar Kenya

Jan 2023 - Jan 2025 (2 years)

Managed 80+ daily customer inquiries across phone, email and chat achieving a 98% satisfaction rate; resolved complex complaints reducing escalations by 40% and trained 5 new hires while producing weekly performance reports.

Customer Service Training Microsoft Excel Data Entry Reporting CRM

Receptionist & Front Office Executive

PrideInn Hotel, Mombasa

Jan 2022 - Jan 2023 (1 year)

Welcomed and assisted 100+ guests daily, managed reservations and billing, coordinated inter-departmental operations and organized corporate meetings and events for up to 80 guests; twice awarded Employee of the Month.

Reserving Billing Event Planning Guest Relations Administrative Support Microsoft Office