Summary
Overview
Work History
Education
Skills
Competencies And Skills
Training
Timeline
Generic

TRIZZA GATHONI NGUGI

NYACK

Summary

As an Administrator and Customer Relations Specialist, I am a dedicated professional with a strong commitment to delivering exceptional customer service and ensuring efficient administrative operations. With a solid background in administrative support and a keen understanding of customer needs, I excel in managing client interactions, resolving issues, and streamlining administrative processes to enhance the overall customer experience.

Overview

5
5
years of professional experience

Work History

Direct Support Professional

Another Step
10.2023 - Current
  • I provide guidance and support to ensure safety of Individuals served
  • I accompany individuals on outings to promote independence and integration into the community..
  • I contribute to case reviews of client's progress.
  • I transport clients to appointments, errands and social activities.
  • I encourage positive behavior through modelling appropriate responses and reinforcing desired behaviors,
  • I track and report clients' progress based on observations and conversations.

Access Services Clerk

Nyack Library
10.2021 - Current
  • In my pivotal role of an Access Services Clerk, I provide a welcoming and informative presence for library visitors and guide them on available resources and services.
  • I manage check-in/out processes, maintain library materials, assist with holds and interlibrary loans, collect fines, offer technical support, and actively engage in library events
  • Key contributions include:
  • Efficient Catalogue Support: Continuously improves the catalog system for quick material searches, enhancing search accuracy and user satisfaction
  • Effective Patron Assistance: Ensures a seamless borrowing experience by assisting patrons with holds and providing excellent customer service
  • Lost and Missing Items Management: Manages lost item declarations and efficient payment collection, enhancing inventory control and revenue generation
  • Complaint Resolution: Professionally addresses patron complaints for positive problem resolution and a satisfactory customer experience
  • Optimized Material Organization: Maintains a well-organized library environment, making materials easily accessible through shelving and patron hold management
  • Streamlined Circulation Desk Operations: Manages book check-ins and check-outs, ensuring smooth library transactions and minimal patron wait times
  • Fines Collection and Revenue Generation: Effectively collects fines for overdue materials, contributing to the library's revenue stream

Customer Service Manager

Primo Transport and Logistics
09.2020 - 08.2021
  • As a Customer Service Manager my primary responsibilities included overseeing and optimizing the customer service operations
  • This encompassed managing a team of customer service representatives, ensuring they provided exceptional support to clients and resolved inquiries efficiently
  • Additionally, I was responsible for developing and implementing customer service strategies, monitoring service quality, and fostering strong client relationships to enhance customer satisfaction and loyalty in the competitive logistics industry
  • Key Achievements
  • Strengthened Customer Relations: Proactively built and maintained robust customer relationships, leading to increased satisfaction and loyalty
  • Streamlined Shipment Management: Optimized the quoting and setup process for efficient and accurate service, reducing lead times and meeting delivery deadlines
  • Effective Contract Negotiation: Skillfully secured favorable terms in customer contracts, fostering mutually beneficial agreements and expanding business opportunities
  • Improved Communication: Established transparent email communication protocols, enhancing customer trust and awareness throughout the logistics process
  • Enhanced Administrative Support: Provided vital support to the logistics department, improving overall workflow efficiency
  • Accurate Documentation Management: Ensured precision in shipment-related documents, reducing errors and delays, ultimately boosting customer satisfaction
  • KPI Alignment and Solutions: Facilitated collaboration between customer service and logistics teams to achieve KPIs, optimizing logistics performance through regular KPI reviews and solutions
  • Streamlined Clearing Process: Collaborated to streamline customs and logistics, reducing delays, and ensuring smooth goods flow

Education

Diploma - Business Administration

Kenya Institute of Management
01.2016

Certificate - User Support Professional

Institute of Advanced Technology
01.2006

Synergy Pro Customer Service Training -

Synergy Pro Centre
01.2003

Secretarial Studies -

Kenya School of Professional Studies
01.1996

Skills

  • Customer Service
  • Communication
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Multitasking
  • Computer Proficiency
  • Collaboration

Competencies And Skills

  • Customer Service
  • Communication
  • Problem-Solving
  • Time Management
  • Attention to Detail
  • Multitasking
  • Computer Proficiency
  • Collaboration

Training

  • RCLS Customer Service Workshop,
  • Universal Long-life Learning
  • Customer Service 101,
  • Effective Communication Skills, Mastering Conversation Skills
  • Protocol International, Polished Business Interactions, Techno Etiquette, Business meeting protocol, Art and Science of Networking
  • CSN Customer Service Network, Johannesburg, South Africa.

Timeline

Direct Support Professional

Another Step
10.2023 - Current

Access Services Clerk

Nyack Library
10.2021 - Current

Customer Service Manager

Primo Transport and Logistics
09.2020 - 08.2021

Certificate - User Support Professional

Institute of Advanced Technology

Synergy Pro Customer Service Training -

Synergy Pro Centre

Secretarial Studies -

Kenya School of Professional Studies

Diploma - Business Administration

Kenya Institute of Management

Similar Profiles

CREATE PROFILE
TRIZZA GATHONI NGUGI