Rachael Mafundo

As a Real-Time Analyst, I analyzed performance metrics, identified causes of performance issues, and implemented improvements. I generated reports, monitored agent adherence, and engaged in performance reviews with senior management, contributing strategic recommendations aligned with company goals.

In my role as a Consultant, I provided exceptional customer service for Spirit and JetBlue Airlines, resulting in a significant increase in customer satisfaction ratings. I resolved inquiries efficiently and contributed to improving first-call resolution rates.

As a Call Agent, I conducted election opinion poll surveys, developing effective communication and data collection skills while interacting with a diverse population across the country.

In my internship, I managed staff records, prepared recruitment documents, and supported various HR functions, ensuring smooth operations within the personnel office.

In this role, I provided customer service and developed IT skills, assisting customers with their technology needs.

As a Sales Representative, I performed direct sales to customers, contributing to increased profitability and following up to assess customer satisfaction.

As a Brand Ambassador, I effectively promoted product benefits and achieved weekly sales targets, contributing to the sale of overstocked inventory.

Completed a Diploma in Human Resource Management, focusing on various HR functions including recruitment, employee relations, and performance management.

Completed a Certificate in Computer Studies, enhancing my IT skills and knowledge in computer applications.

Achieved the Kenya Certificate of Secondary Education, which provided a strong foundation in various subjects.

Completed the Kenya Certificate of Primary Education, marking the end of primary education.