Wendy Barasa

The role is under the Mastercard Foundation graduate associate program based at USIU-Africa.

1. Undertake research duties associated with the project such as drafting literature reviews, proposals, data analysis and reports, developing, implementing and evaluating key stakeholder interviews and planning and collecting data from expert focus groups.
2. Ensure project resources and budget are applied efficiently and effectively to achieve project objectives.
3. Assist with the management and execution of day to day operational and tactical aspects of the project activities.
4. To provide administrative support to organizers of the project office events such as conferences, engagements, meetings and workshops.
5. Managing program related reporting and reviews by partners.
6. Continuous program and project improvement.
7. ISO 26000 on CSR compliance.
8. Data analysis, visualization, presentation and dissemination on project data.
9. Undertake other duties commensurate with the classification and scope of the position as required by the USIU-Africa Project Lead.
10. Support the Partnerships and external linkages department with monitoring and evaluation, project management, relationship building, database management, strategic partnerships and funding coordination, partner engagement, and resource mobilization.

I interned at Safaricom PLC under the channel, sales and distribution division.
Responsibilities

1. Assistant team leader, where;
   • I took part in organizing meetings and ensuring smooth running of the trainings being held.
   • Assist in on boarding and contracting talent and resources into the organization who will improve customer experience.
   • Performance analysis of Franchise experience agents to ensure customers get continual exceptional experience and services.
   • Offering support to the customer experience executives (CEE) on the ground.
   • Manage communication and relationship with Franchise agents.
2. Offering administrative support to colleagues with and without the department
   to ensure the business achieves its objectives.
3. Handle trainee documentation throughout the training phase.
4. Data collection from the teams on the ground that influences organization
   decisions.
5. Cleaning up the Franchise agent databases, carrying out analysis and overall compilation.
6. Product knowledge.

7. Work on the relevant CRM platform.

   Achievements

8. An increase in the number of Franchise agents offering great customer experience.
9. Contribution to the development and also piloting of new Chat-bot Sim-swap Journey that was rolled out in the fourth quarter which enhanced customer experience, service offering and also improved the business’ overall performance, in my role at Safaricom PLC.

Responsibilities

1. Ensuring customer satisfaction through active communication, team coordination and participation, data analysis and management to offer customer focused data and solving Challenges that came up with application of critical
   thinking.

   Achievements

2. Maintained customer satisfaction in the organization.
3. Maintained an error rate of under 0.02 consistently which illustrates my attentiveness and commitment to my roles.
4. Offered leadership and guidance during shifts that fostered problem solving and decision making.

Training on population data collection.
Collection of population census data in my constituency in Laikipia East.
Accurate data input on the machines.