Ruth Kerubo

Managed short-and long-term projects per week assisting clients with different project needs, such as podcast improvements, advertisement integration, loan portfolio management, customer success in business, administrative support, and document review for businesses. Determined the scope of projects via consultation and investigation and ensure projects are completed as per defined specifications and timelines around AI system integrations and project support. Conducted SWOT analysis to assess the strengths, weaknesses, opportunities, and threats of existing project plans and recommended improvements. Collaborated to set realistic project targets and timeframes. Provided guidance, monitored the progress made with each project stage, and presented project progress updates to senior executives.

Scored grants for the company’s energy projects from banks and government states targeting an average of 20 organizations daily with regularly follow-ups. Organized meetings for the director with top directors from top hoteliers and institutions to help pitch the projects and score funding. Promptly responded to staff and customer inquiries via email regarding our products and services. Managed social media accounts and marketing of upcoming new products on Instagram, Facebook, and X (formerly Twitter) to increase awareness and foster engagement. Oversaw email account and reached out to potential business clients to set up meetings.

Selected as the best care desk of the year with a 95% NPS and customer satisfaction rating. Increased revenue through cross selling and upselling products and services to major stakeholders and under E-business. Held meetings to discuss both new and service improvement projects to ensure we resolved issues or loopholes pending or causing business to stall. Identified and developed strategies to increase the quality and efficiency of support for customers. Upheld GT values and team measures, such as revenue generation, financials management, reporting, and cost management. Monitored card transactions and liaised with Emerging Market Payments whenever there were card transaction declines and failures. Supported the team during product implementation, testing, and launches. E.g. M-pesa and Pesalink.

Led a team of six to coordinate the various UN entities that we served as we executed the project by tightening security controls. Provided support to clients and assisted them with coping with the new changes during the transition to a new ERP system, such as antivirus issues, Java errors, browser issues, and installing software. Conducted one-on-one training sessions for staff on the new systems, how they work, their benefits, and how they helped support the UMOJA platform. Diagnosed and resolved technical hardware, software issues, and network related problems both wireless and wired LANs (Systems administration problems resolutions). Built rapport with customers and provided staff support for administrative tasks and projects related to the Desktop, Wide Area Network, Local Area, and wireless connection. Delivered quality response Centre (Service Desk) service daily (for all locations, users, and IS systems), in conjunction with other IS functions, ensuring that any issues are logged, prioritized, and resolved within SLAs. Handled deployment of client applications to users, and logged support calls, followed the help desk procedures and wrote progress reports on tickets in accordance with SLA i.e. SLA attainment on sev3, SLA attainment on sev4, MTTR to resolve SSR, Tickets backlog (open tickets) and SLA attainment on VIP tickets.

Rolled out training on the Health Commodities Management Platform (HCMP) for the district pharmacists and nurses on platform usage. Assembled training tools i.e. computer hardware and ensured there was data connectivity on the web-based platform. Troubleshoot any problems that arose during training, e.g. internet connectivity or hardware failure. Conducted site visits to assess the performance and workability of the platform.

Attracted potential customers by efficiently answering product questions and recommending products that suit them, efficiently taking orders, and ensuring delivery in a timely manner. Resolved product and delivery problems by handling customer complaints, exploring the best solution, expediting correction or adjustment, and following up to ensure resolution. Maintained customer records by updating account information, resolving billing and account disputes, and escalating client account issues to ensure efficient services. Handled payments for the casual laborer’s every week and ensured their well-being.