Open to opportunities

Patricia Getanda

@patriciagetanda

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Customer Service Expert.

Kenya

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What I'm looking for

I seek a remote or hybrid role that values operational excellence and customer experience.

Experienced customer service professional with 10+ years of experience in client relations, operations management, and service optimization. Managed high-volume inquiries and escalations, improving resolution efficiency and enhancing customer satisfaction. Led hybrid and remote service operations, overseeing virtual teams and optimizing workflows to ensure seamless communication across digital platforms. Developed and implemented service strategies that streamlined processes and improved overall engagement. Enhanced retention and response times through proactive issue resolution and personalized support solutions. Looking to leverage expertise in a remote or hybrid customer service role to drive operational excellence and elevate customer experience.

Experience

Work history, roles, and key accomplishments

Assistant Manager – Business Development

Invesco Assurance Company

Jul 2019 - Sep 2024 (5 years 2 months)

Led client acquisition and retention strategies, achieving a 19% increase in client retention. Developed onboarding processes and directed virtual sales campaigns to enhance service delivery and brand engagement. Mentored team members on communication and conflict resolution, improving performance and reducing escalations.

Retention Strategy Service Delivery Virtual Sales Mentoring Communication Skills Conflict Resolution Onboarding

Assistant Branch Manager - Operations Department

Invesco Assurance Company

Jan 2017 - Jul 2019 (2 years 6 months)

Managed daily service operations, optimizing workflows to improve satisfaction and reduce response times. Established service metrics to enhance engagement and provided training to the team for high-quality service delivery.

Workflow Optimization Response Time Reduction Service Operational Metrics Customer Satisfaction Problem Solving Client Communication Escalation Management Relationship Building

Public Relations Officer | Marketing Department

Invesco Assurance Company

Jul 2012 - Dec 2016 (4 years 5 months)

Managed corporate accounts and developed engagement strategies to enhance brand visibility and customer satisfaction. Collaborated with marketing to implement initiatives and organized events to foster community relations.

Social Media Management Customer Feedback Co Marketing Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Mount Kenya University

Bachelor of Arts, Mass Media Communication

2018 - 2022

Completed a Bachelor of Arts in Mass Media Communication with a focus on Public Relations. The program covered various aspects of media communication, public relations strategies, and effective communication techniques.

University of Nairobi

Certificate, Public Relations

2010 - 2010

Completed a Certificate in Public Relations, focusing on communication strategies, media relations, and public engagement techniques.

East African School of Media Studies

Diploma, Mass Communication

2008 - 2009

Earned a Diploma in Mass Communication, focusing on the principles of media, communication strategies, and the role of media in society.

Institute of Commercial Management

Diploma, Journalism and Media Studies

2008 - 2009

Obtained a Diploma in Journalism and Media Studies, which provided foundational knowledge in journalism practices, media ethics, and reporting techniques.