Vivian Gaitho

I am a results-oriented Operations Specialist with over 5 years of experience in customer support, fulfillment, and team leadership within fast-paced environments. My journey has been marked by a proven track record in optimizing order processing, reducing resolution times, and enhancing team productivity through strategic customer engagement. I am bilingual in English and Swahili, which allows me to connect with a diverse clientele and deliver operational excellence.

At Revivo Kenya, I successfully increased orders by 10% through efficient customer account management and proactive engagement. I led a team of customer service agents, boosting productivity by 15% through comprehensive training. My efforts in developing a customer support manual resulted in a 25% reduction in inquiries, showcasing my commitment to improving customer experience. I thrive in cross-functional environments, streamlining communication with internal teams and logistics providers to achieve significant reductions in order delays.

Throughout my career, I have consistently maintained high customer satisfaction rates, with a notable 95% satisfaction rate at Pawame Kenya. My strategic negotiation skills have enabled me to recover 85% of outstanding debts, demonstrating my ability to balance customer needs with business objectives. I am passionate about delivering exceptional service and continuously seek opportunities to enhance operational processes.