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Zuena Hazel

@zuenahazel

E-commerce operations specialist at PrettyParlourDesigns who managed the B2C customer journey and coordinated last-mile delivery.

Georgia

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What I'm looking for

I'm open to worldwide contract work.

At PrettyParlourDesigns, I built and managed the end-to-end B2C customer journey for an independent online retail business. I used WhatsApp Business to handle inquiries and customer complaints, and coordinated last-mile logistics and post-purchase support.

At Zuku, I provided Tier 1 and Tier 2 troubleshooting for broadband, accounts, and service escalations. I handled more than 20 complex customer interactions daily and documented customer journeys and troubleshooting workflows in the company CRM.

At Posta Kenya, I coordinated driver management, scheduling, fleet dispatch, and asset tracking during managerial absences. I used Excel models to identify discrepancies in driver fuel reporting, and also coordinated procurement and vehicle disposal processes.

Experience

Work history, roles, and key accomplishments

Founder & E-Commerce Operations Manager

PrettyParlourDesigns

Feb 2023 - Apr 2024 (1 year 2 months)

Built and managed the end-to-end B2C customer journey for an independent online retail business, maintaining high customer satisfaction and retention. Coordinated last-mile logistics and post-purchase support, actively tracking package dispatches via regional networks to ensure zero transit delays.

Order Management Delivery Tracking Vendor Communication WhatsApp Business Excel Customer Retention Inventory Management

Customer Retention Agent

Zuku

Jun 2022 - Jul 2023 (1 year 1 month)

Provided Tier 1 and Tier 2 technical troubleshooting for broadband, accounts, and service escalations within a high-volume telecommunications environment. Managed a high-frequency queue of 20+ complex technical customer interactions daily, consistently meeting strict resolution and CSAT targets.

Tier 1 Tier 2 Troubleshooting CRM Case Management Customer Retention De escalation Technical Support

Operations Manager & Financial Services Specialist

Independent Retail & M-Pesa

Jan 2019 - Jan 2023 (4 years)

Independently managed all evening point-of-sale (POS) operations, inventory procurement, and secure mobile financial services (M-Pesa reconciliation) for a high-volume retail venue. Held full autonomous accountability for auditing daily transaction ledgers and reconciling digital financial logs over a 4-year tenure to ensure zero cash discrepancies.

Point Of Sale Operation Inventory Management Mpesa Reconciliation Financial Reconciliations Vendor Management Customer Service

Autonomous Operations Coordinator (Logistics Intern)

Posta Kenya

Feb 2021 - May 2021 (3 months)

Served as autonomous operations coordinator with full oversight of driver management, scheduling, real-time fleet dispatch, and asset tracking workflows during managerial absences. Exposed an internal driver fuel fraud scheme by isolating critical discrepancies between reported expenditures, mileage, and oil consumption data via advanced Excel models.

Fleet Management Scheduling Asset Tracking Excel Data Analysis Vendor Management Procurement

Education

Degrees, certifications, and relevant coursework

Regional Curriculum Management College (RCM)

Diploma, Logistics and Supply Chain Management

Diploma in Logistics and Supply Chain Management with coursework in supply chain operations, project workflows, distribution networks, transport scheduling, route optimization, inventory control, vehicle parts identification, and pre-dispatch mechanical inspections.