staicy njunge

Analyzed market data to understand cancellation trends and fare competitiveness, developing regional strategies that drive sustained improvements in service offerings. Collaborated with Operations, Support, and Product teams to streamline the driver onboarding process, cutting document verification time and reducing ticket volume by 20%.

Resolved over 6,000 driver & rider safety cases across Sub-Saharan Africa and Europe, consistently achieving a 95% satisfaction rate through high-quality service and timely responses. Maintained a First Response Time (FRT) of under 30 minutes for safety and high-priority cases, ensuring fast, efficient service across all communication channels.

Delivered high-quality support to thousands of customers across Sub-Saharan Africa, Europe, and EMEA, maintaining a 90%+ satisfaction rate through various channels. Ensured timely, quality responses to safety and high-priority cases, consistently maintaining a First Response Time (FRT) of under 30 minutes across all channels.

Assessed client hiring needs and worked closely with internal recruitment teams to deliver tailored staffing solutions that aligned with each client's specific job requirements. Utilized CRM tools to document outreach efforts, track sales progress, and generate detailed performance reports, ensuring transparency and continuous improvement in sales strategies.

Managed inbound and outbound calls, addressing customer inquiries and resolving concerns, ensuring a positive experience while maintaining high service standards. Opened and managed customer accounts, accurately updating details in the system, ensuring data integrity and enhancing operational efficiency for the team.

Produced and presented radio content, demonstrating strong communication and public speaking skills. Contributed to content creation and scriptwriting for broadcast.

Contributed to news reporting and scriptwriting as an intern. Assisted in the production of broadcast content.

Grade: Second Class Upper

Obtained a Second Class Upper in Mass Communications with a focus on Electronic Media. This program provided a comprehensive understanding of various communication channels and media production.

Completed secondary education, earning the Kenya Certificate of Secondary Education. This foundational education prepared for higher learning and career development.