Kikelomo Peter.

·  Coordinated end-to-end service fulfilment across multiple time zones, ensuring smooth order processing and delivery. • Monitored order progress and internal SLAs to maintain timely fulfilment and service standards. • Reduced service backlog by 30% by restructuring case prioritization and improving SLA adherence. • Analyzed recurring service trends to identify root causes of delays and operational bottlenecks. • Implemented clearer workflow ownership and tracking processes, improving operational efficiency by 25%. • Managed case tracking and documentation in CRM systems, ensuring data accuracy and audit readiness. • Collaborated cross-functionally with operations, logistics, and support teams to resolve order, production, billing, and service issues.

·  Resolved 50+ weekly multi-channel inquiries while maintaining 95% customer satisfaction and meeting response time KPIs. ·  Coordinated daily operational schedules and supervised a team of 4 to improve response time by 20% ·  Acted as liaison between customers, field teams, vendors, and internal departments ·  Managed task prioritization based on urgency, location, and service requirements ·  Served as liaison between Sales, Operations, and Finance to resolve order, billing, and fulfilment inquiries. ·  Escalated complex service issues to appropriate teams and ensured timely resolution ·  Identified recurring service gaps and contributed to process improvement initiatives ·  Maintained accurate records in CRM and task management systems

·   Delivered front-line client support to 80+ global users weekly via phone, email, and chat ·    Achieved 90% issue resolution within 24 hours while meeting SLA standards ·     Maintained accurate customer records and case documentation in Hubspot CRM to ensure data integrity and reporting accuracy ·     Escalated technical and operational issues to product and operations teams ·     Coordinated cross-functional troubleshooting efforts to ensure efficient resolution ·     Standardized service response workflows, improving response efficiency

Influenced organizational efficiency through smooth operations and effective communication. Addressed client inquiries and complaints with excellent problem-solving skills. Prepared and edited letters, memos, reports, and emails. Prioritized and upheld confidentiality in handling sensitive information and documents Responded promptly and professionally to customer inquiries via phone, email, or chat. Managed data and information using Excel and facilitated collaboration among team members. Resolved complex internal concerns and conducted training sessions for new recruits. Coordinated events and maintained up to date databases Coordinated and facilitated effective meetings to ensure productivity and achieved objectives. Managed the CEO’s itinerary; Flight and hotel booking. Managed the CEO`s schedule with task management tools. Assisted in educating customers about product features, updates, and best practices Facilitated regular airport pickups. Developed and distributed training materials to enhance customer understanding and product utilization. Implement customer satisfaction surveys to gather insights and assess overall customer happiness. Analyzed survey results and proposed action plans for improvement Develop and distribute training materials to enhance customer understanding and product utilization.

• Served as the face of the organization and managed relationships with congregation members, volunteers, vendors, and visitors. • Filed and maintained administrative documents. • Filtered, and managed data and information with Excel. • Managed appointments and incoming/outgoing mail within the organization. • Assisted in events planning for various programs. • Procured suitable equipment and supplies to maintain a conducive work environment. • Assisted in the recruitment and selection process of volunteers. • Maintained an up-to-date comprehensive database of staff, volunteers, and coordinators. • Resolved customers concerns. • Monitored and managed staff attendance and coordinated staff's end-of-the-year party