Doris Kinoti Email & Phone Number

2022-02 - Current Eye Wear ConsultantOptica Africa Limited, Nairobi • Explained required paperwork, tests, products and services to foster positive customer experience.• Handled and filed patient records with discretion to comply with company guidelines.• Operated SAP and WEBApp system by inputting prescription information and processing payment with accuracy and attention to detail.• Placed contact lens orders by processing shipments and properly submitting invoices for payment.• Reviewed prescriptions and patient information carefully to identify special needs.• Recommended specific frames, lenses and lens coatings to suit client needs.• Prepared patients for eyesight examinations by noting family medical histories, discussing vision problems and concerns and verifying insurance provider coverage.• Explained benefits and features of available current eyewear to meet patient needs and preferences.• Answered customer questions about products and services, helped locate merchandise, and promoted key items.• Conducted product demonstrations to highlight features and redirect objections to positive aspects.

Honolulu County, Hawaii, United States

Review prospective students applications and direct them to the appropriate sources for guidance on courses of study, financial aid and scholarships.Enroll students to the UniversityInterview and allocate scholarships to qualifying students

Nairobi, Kenya

2020-12 - 2022-02 Customer Service RepresentativeVogue Trends Limited, Nairobi • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Answered over 30 customer calls with minimal wait times.• Developed customer service policies and procedures to meet and exceed industry service standards.• Processed customer service orders promptly to increase customer satisfaction.• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.• Trained staff on operating procedures and company services.

Nairobi, Kenya

• Provided clerical support to company employees by copying, printing, and filing documents.• Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.• Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.• Interacted with customers by phone, email, or in-person to provide information.• Reconciled account files and produced monthly reports.• Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements

Nairobi, Kenya

2015-05 - 2018-12 Customer Service SupervisorChoice International Shipping and Forwarding Co, Nairobi • Coached employees through day-to-day work and complex problems.• Monitored metrics and developed actionable insights to improve efficiency and performance.• Coached team members to deliver hospitable, professional service while adhering to set service models.• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.• Identified customer service trends to provide recommendations for process and procedural improvements.• Led regular customer service meetings to review progress identify challenges and provide feedback.• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.• Built highly-efficient administrative team through ongoing coaching and professional development opportunities.

Nairobi, Kenya

• Continually maintained and improved company's reputation and positive image in markets served.• Oversaw preparation of marketing copy, images, videos, emails, and other collateral.• Led team of marketers, offering mentoring and coaching to build knowledge and skills.• Mentored local personnel on best practices and protocols to maximize productivity.• Improved website visibility through development and implementation of SEO strategies.• Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors

Nakuru, Kenya

• Secured over 30 corporates and parastatal accounts in my first year within the company.• Demonstrated strong organizational and time management skills while managing multiple projects.• Cultivated interpersonal skills by building positive relationships with others.• Participated in team projects, demonstrating ability to work collaboratively and effectively.

Certificate, Entrepreneurship, Financial Literacy, Innovation & Leadership

Certificate, Digital Marketing

Certificate, Fundamentals Of Digital Marketing

Certificate, Excellent Customer Communication Skills

Rig Pass, Environmental Health And Safety Rig Pass Orientation (Safe Gulf & Safe Land Endorsements)

Membership No. IADCA1182730

Diploma, Petroleum Management