Mugure N.
Mid-Level Administrative Coordinator
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Mugure N. is an experienced Executive Administrator and Operations Coordinator with over 8 years in the industry, based in Nairobi, Kenya. Throughout her career, she has demonstrated proficiency in office administration, customer service, and procurement coordination. Her role at Safaricom, Kenya, involved resolving customer inquiries through email, chat, and phone, while providing technical support and product education. At Amadeus Global Travel Distribution, Mugure oversaw office operations, ensured a welcoming visitor experience, and maintained data confidentiality. She extended her administrative expertise as a Customer Service professional at Infotrack Research and Consulting and Better SMS Limited, where she handled customer calls and managed service complaints efficiently. Mugure's skills in ISO 9001 documentation, payroll support, and statutory deductions are complemented by her strong organizational and communication abilities, as well as her proficiency in the Microsoft Office Suite and basic AI.
Experience
Customer Service
Safaricom, Kenya · 2018 — 2025Engaged with customers through email, chat, or phone to resolve issues and provide product or service information. Proactively identified customer needs and provided solutions. Maintained clear and professional written and verbal communication while assisting customers with technical troubleshooting. Handled multiple inquiries, ensuring timely responses, and educated customers on product features and industry trends.Administrative Assistant
Amadeus Global Travel Distribution, Kenya · 2013 — 2018Welcomed and assisted visitors in the office, ensuring a pleasant experience between 8:30am and 5pm. Managed data tracking and sorting of source documents while maintaining confidentiality. Ensured the reception area was tidy and addressed customer calls with proper etiquette, including transferring calls and taking messages. Adapted to job stress and managed challenging customer interactions effectively.Call Center Agent
Infotrack Research and Consulting, Kenya · 2013 — 2013Handled call transfers, messages, and callbacks while professionally managing various customer situations. Recognized the importance of attitude in handling calls and built positive rapport with different customers. Demonstrated time flexibility based on work shifts and effectively dealt with job stress and upset callers.Customer Care Representative
Better SMS Limited, Kenya · 2012 — 2013Engaged potential customers by addressing inquiries and suggesting additional products or services. Resolved service issues by clarifying complaints, determining causes, and explaining suitable solutions. Prepared service reports based on customer information and contributed to team efforts to achieve related results.
Skills & Expertise
Education
- Diploma in Business & Information and Communications Technology (ICT)Institute of Advanced Technology · 2009 — 2010
- Kenya Certificate for Secondary Education (KCSE)Ndumberi Secondary School · 2005 — 2008
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