Arnold Karuri, Executive Assistant

About

I am a customer service representative with four years of experience supporting a global ride-hailing service, assisting customers across Kenya, Nigeria, Ghana, the United Kingdom, and Portugal. In addition, I serve as an executive assistant with proven expertise in email and calendar management, travel coordination, invoice processing, and providing proactive support to meet my client’s evolving needs.

Experience

Athena

Jun 2024 – Apr 2025

Nairobi

Executive Assistant

• Managed inboxes and calendars, ensuring efficient scheduling and prioritization of tasks. • Acted as the primary liaison for client and stakeholder communication, maintaining professionalism and confidentiality. • Organized and tracked tasks and projects, meeting deadlines and achieving seamless operations. • Utilized CRM tools to maintain and update client databases, ensuring data accuracy and accessibility. • Assisted with basic bookkeeping tasks, including expense tracking, invoice creation, and financial reporting. • Designed and managed social media content to enhance brand visibility and engagement. • Conducted thorough research and data analysis to provide actionable insights for business decisions. • Planned travel itineraries, booked accommodations, and coordinated logistics for events and meetings. • Delivered exceptional customer service by responding promptly to inquiries and resolving issues effectively. • Organized and maintained digital file systems, ensuring secure and efficient document management.

TELEPERFORMANCE

Aug 2021 – Sep 2024

Nairobi

Customer Service Representative

Customer Service & Support • Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times. • Responding promptly to customer enquiries via phone, email, and chat. • Communicating with customers through various channels. • Acknowledging and resolving customer complaints. • Knowing our products inside and out to respond to customer enquiries efficiently. • Ensuring customer satisfaction and delivering professional customer support. • Maintaining solid customer relationships by handling questions and concerns with speed and professionalism. • Maintaining customer satisfaction scores above 80% by consistently delivering excellent support for highly escalated issues; both written and verbal. Internal Communication & Collaboration • Communicating and coordinating with colleagues as necessary. • Providing feedback on the efficiency of the customer service process. • Working with the legal team to ensure they have all necessary information for pursuing sensitive cases. Record Management & Reporting • Keeping records of customer interactions, transactions, comments, and complaints. • Managing database records and drafting status reports on customer service issues. • Performing data entry and research as required to troubleshoot customer problems. • Conducting analysis and processing dispute claims in accordance with Bolt’s operating regulations and internal SLA benchmarks. Safety & Incident Resolution • Handling sensitive safety cases in SSA (Sub-Saharan Africa). • Resolving driver and rider safety issues and delicate cases between drivers and riders. • Ensuring quality and timely responses after investigations for safety and high-priority cases (e.g., accidents, assaults, kidnappings). • Providing expert guidance to partners (drivers and riders) regarding conflict resolution, negotiation, and prevention. • Maintaining good First Response Time (FRT) across all channels.

Education

Maseno University

Jan 2020 – Jan 2022

Diploma in Information and Communication Technology, Information Technology

Arnold Karuri

Executive Assistant

Skills

Languages