shiphrah mburu

Conducted market research to source and evaluate suppliers for packaging materials, ensuring cost-effectiveness and quality compliance. Designed and documented comprehensive business processes to streamline operations and improve efficiency.

Advised students by understanding their needs and recommending suitable learning paths aligned with their goals. Coordinated with multiple departments to resolve student complaints and ensure smooth service delivery while encouraging feedback from students and instructors to improve service quality and customer relationships.

Addressed and resolved escalated issues within Service Level Agreements (SLA), providing timely and effective feedback to stakeholders, maintaining a 97% resolution SLA. Analyzed causes of service disruptions, including returns, agent unavailability, and order cancellations, and developed strategies for prompt resolution.

Proactively identified and investigated causes of service disruptions throughout the customer journey, including agent unavailability and order cancellations. Initiated service recovery actions by contacting affected agents and customers, proposing solutions, and launching retention programs.

Handled over 130 inbound and outbound calls per 8-hour shift, achieving high productivity levels. Addressed and resolved customer inquiries about products and services, contributing to a 95% customer satisfaction rate.

Spearheaded the development and execution of alcohol and substance use testing, screening, assessment, and treatment protocols, achieving an 85% increase in successful treatment completions for approximately 150 clients annually. Led investigations into alcohol and substance use in high schools and the Limuru community, resulting in a 10% increase in psycho-educated youths.

Supported internal onboarding processes by helping new team members integrate with organizational platforms and processes. Generated briefing materials, presentations, and reports for over 50 workshops, enhancing the quality of information by 20%.

Created and supervised the implementation of work plans and budgets for the mental health and psychosocial support project for youths in schools and staff in prisons within Kiambu County. Collaborated with prison staff and school heads to build consensus and facilitate the project, training 4 counselors involved in the initiative.

Studied a comprehensive curriculum in economics and statistics, gaining expertise in data analysis, economic modeling, and statistical methods. Developed strong analytical and quantitative skills applicable to various fields.

Completed a diploma program focused on chemical dependency and addiction counseling, acquiring in-depth knowledge of addiction prevention, assessment, and treatment protocols. Gained practical skills in counseling techniques and client support.