Rachaleve Kamau
Quezon City, Metro Manila
Summary
Developed project management and strategic planning skills in fast-paced, deadline-driven environment. Gained expertise in proposal writing, contract negotiation, and cross-functional team collaboration. Seeking to leverage these transferrable skills in new field to drive impactful results and contribute to organizational success.
Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.
Overview
18
18
years of professional experience
Work History
Bid Manager / Finance and operations
IBM BUSINESS SERVICES
01.2016 - Current
- Responsibilities: Responsible for the proposal of bids to existing or prospective clients for projects
- Ensuring overall smooth running of the bid for a project within the correct time and financial parameters and manage the relationship with the client
- Evaluating bids, preparing contracts, and negotiation terms
- Contract registration, contract document audits
- Coordinate with clients to guarantee terms of contracts are fulfilled in compliance with the contract terms and regulations
- Ensure that all customer-specified milestones are met, and all deliverable of the bid are produced as specified
- Bill client’s invoices accurately and on a timely manner
- Handle and solve client disputes
- Mastered sales fundamentals, client relationship strategy and financial modeling.
- Contributed to company growth by maintaining a consistent pipeline of potential business opportunities through continuous monitoring and analysis of market trends.
- Worked creatively and analytically in problem-solving environment, internally and with clients.
- Adapted existing methods and procedures to create possible alternative solutions to moderately complex problems.
- Increased win ratio by providing comprehensive training sessions for staff on successful bidding techniques and best practices.
- Ensured compliance to all legal requirements throughout the entire bid process, mitigating potential risks associated with contractual obligations.
- Built strong relationships with key stakeholders across all organizational levels, allowing for better understanding of internal capabilities and expertise available when preparing bids.
- Understood strategic direction set by senior management, optimized use of business development funds and drove compliance with corporate sales processes.
- Collaborated closely with sales teams to identify new business opportunities and develop targeted strategies for pursuing them successfully.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
Project Manager
The Healing and Wellnes Tribe
01.2021 - 11.2024
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Identified plans and resources required to meet project goals and objectives.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Monitored project performance to identify areas of improvement and make adjustments.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Provided detailed project status updates to stakeholders and executive management.
- Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
- Coordinated material procurement and required services for projects within budget requirements.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Negotiated and managed third-party contracts related to project deliverables.
- Created accurate budgets based on resource requirements, allowing for optimal allocation of funds across all aspects of the projects.
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Achieved significant improvements in project quality by establishing rigorous quality control processes.
- Reduced project costs, negotiating contracts with suppliers and optimizing resource allocation.
- Enhanced team performance with targeted training programs, addressing skill gaps and promoting professional development.
- Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
- Enhanced project visibility, implementing dashboard and reporting tools for real-time progress monitoring.
- Ensured projects aligned with strategic objectives, working closely with senior management to refine project goals.
- Improved client relationships, consistently meeting or exceeding project expectations and maintaining open lines of communication.
- Optimized project schedules, identifying critical path tasks and reallocating resources to maintain momentum.
- Facilitated smoother project transitions, ensuring thorough documentation and effective handovers.
- Developed comprehensive risk management plans, minimizing project delays and unexpected challenges.
- Monitored project progress, identified risks and took corrective action as needed.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Maintained open communication by presenting regular updates on project status to customers.
- Reported regularly to managers on project budget, progress, and technical problems.
- Facilitated workshops to collect project requirements and user feedback.
Call Center Trainer
Private Company
01.2022 - 03.2023
- Created interactive e-learning modules for remote trainee accessibility, promoting flexible learning options.
- Improved overall call center performance by identifying skill gaps and providing targeted training solutions.
- Achieved higher trainee retention rates through continuous feedback and coaching sessions.
- Established a supportive learning environment that fostered open communication and encouraged active participation from all trainees.
- Developed comprehensive training materials, ensuring consistency in training delivery across multiple teams.
- Coordinated cross-functional training programs, streamlining knowledge transfer between departments.
- Increased trainer productivity by introducing time-saving teaching tools and resources.
- Facilitated hands-on workshops to enhance employee understanding of company policies and procedures.
- Delivered ongoing refresher courses to maintain employee proficiency in product knowledge and customer service skills.
- Reduced onboarding timeframes by designing efficient orientation processes for new hires.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person and blended learning sessions.
- Developed and implemented successful onboarding program.
- Built and maintained professional relationships with vendors and suppliers.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Designed and delivered web-based, self-directed learning materials.
- Managed a team of trainers responsible for delivering high-quality instruction to hundreds of call center employees.
- Collaborated with management for call center process improvements, resulting in better customer satisfaction scores.
Real Estate Assistant
Jason Smith
03.2020 - 01.2021
- Facilitated smooth transactions by coordinating communication between clients, agents, and mortgage lenders.
- Developed comprehensive property listings by conducting market research and gathering relevant data.
- Prepared and maintained accurate property listings, sales contracts and closing documents.
- Coordinated appointments to show marketed properties.
- Supported agents in managing multiple transactions simultaneously, ensuring deadlines were met consistently.
- Assisted clients in home staging and overall preparation for real estate sales.process
- Performed market research and evaluated competitive property analysis to define competitive listing and sale prices.
- Contributed to the positive reputation of real estate agency by consistently delivering outstanding customer service experiences for clients.
- Contributed to successful marketing campaigns by creating visually appealing promotional materials for properties and open houses.
- Demonstrated strong attention to detail when proofreading contracts, ensuring accuracy and completeness before submission.
- Developed and maintained list of available properties suited to different needs and budgets for both commercial and industrial use.
- Boosted team productivity with effective calendar management for appointments, showings, closings, and meetings.
- Developed and deployed marketing collateral to promote properties and drive sales.
- Optimized client interactions with thorough research on prospective properties, market trends, and neighborhood demographics.
- Expedited contract negotiations by acting as a liaison between agents, clients, attorneys, and other parties involved in the transaction.
- Increased client base by actively participating in networking events and generating leads through social media platforms.
- Organized and maintained property listings for easy access, leading to streamlined operations.
- Assisted in development of marketing materials, improving property visibility and attracting potential buyers.
- Improved operational efficiency by implementing new filing system for transaction and client records.
- Improved communication channels between agents and clients by implementing new CRM system.
- Enhanced client satisfaction, providing detailed property information and answering queries promptly.
- Conducted comparative market analysis reports, supporting agents in advising clients on market trends.
- Enhanced online presence of listings by creating and managing content on real estate platforms.
- Coordinated with photographers and staging professionals to prepare properties for sale, enhancing listing appeal.
- Supported onboarding of new agents by organizing training materials and coordinating orientation sessions.
- Organized open house events, leading to increased interest and quicker sales.
- Managed property inquiries efficiently, ensuring prompt responses to potential buyers and renters.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Performed research to collect and record industry data.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Volunteered to help with special projects of varying degrees of complexity.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Established administrative work procedures to track staff's daily tasks.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
Quality Assurance Analyst
IBM Business services
01.2015 - 01.2016
- Responsibilities: Audit calls, emails and chat made by CSRs
- Provide coaching where needed
- Conduct weekly Calibration meetings with clients
- Send weekly reports to managers and process owners
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
Bilingual Customer Service Representative
Aditya Birla Minacs
09.2011 - 04.2012
- Responsibilities: Customer service representative for a French banking account (Canada)
- Telemarketing
- Inbound and outbound
- Assisted customers with French-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and English languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and French.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and French-speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Utilized English proficiency to build relationships with French-speaking customers.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Demonstrated cultural sensitivity when interacting with international customers, adjusting communication style as necessary for optimal understanding.
English Teacher
Brightwood British School
01.2011 - 09.2011
- Responsibilities: English tutor to Korean students
- Developed and implemented engaging lesson plans to enhance student understanding of English language concepts.
- Developed innovative lesson plans to engage students in English language learning.
- Prepared and implemented lesson plans covering required course topics.
- Assessed student progress and provided feedback to improve performance and establish academic success.
- Improved classroom management by implementing consistent routines and clear expectations for behavior.
Sales and Marketing Manager
Madison Insurance
08.2008 - 06.2010
- Lead the team involved in sales and marketing activities
- Track market developments, create strategies, set up sales plans, and maintain customer relations
- Developing and researching marketing opportunities and sales strategies
- Identify marketing opportunities by understanding consumer requirements
Blue Box Limited
06.2007 - 07.2008
- Responsibilities: Human resource - Recruitment, conducting interviews and client profile matching
- Marketing Executive: Lead company’s marketing campaigns seminars, door to door flyers and email, calls
Education
College degree - Sales and Marketing
Mpangwan College
01.2009
Skills
- Excellent communication skills, developed through experience in human resource and recruitment, customer service, teaching, telemarketing, conducting seminars and work presentations, tele marketing, inbound and outbound
- Flexible team player who prospers in a fast-paced work environment based on past experience balancing a full course load with a part-time job, working odd hours and a busy office
- Exceptional listener and communicator who effectively conveys information verbally and in writing
- Enthusiastic, knowledge-hungry learner, eager to meet challenges and quickly assimilate new concepts
- Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes
- Computer-literate performer with extensive software proficiency covering wide variety of applications
- Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects
- Proven relationship-builder with unsurpassed interpersonal skills
- Personable professional whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce in multicultural settings
- Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation
- Resourceful team player who excels at building trusting relationships with customers and colleagues
- Seasoned professional whose honesty and integrity provide for effective leadership and optimal business relationships
- Highly adaptable, mobile, positive, resilient, patient risk-taker who is open to new ideas
- Productive worker with solid work ethic who exerts optimal effort in successfully completing tasks
- Active full of life, vigorous, an energetic worker
- Conscientious go-getter who is highly organized, dedicated, and committed to professionalism
- Confident, hard-working employee who is committed to achieving excellence
- Highly motivated self-starter who takes initiative with minimal supervision
- Student motivation
- Problem-solving skills
LANGUAGES SPOKEN
French
English
Swahili
Lingala
Timeline
Call Center Trainer
Private Company
01.2022 - 03.2023
Project Manager
The Healing and Wellnes Tribe
01.2021 - 11.2024
Real Estate Assistant
Jason Smith
03.2020 - 01.2021
Bid Manager / Finance and operations
IBM BUSINESS SERVICES
01.2016 - Current
Quality Assurance Analyst
IBM Business services
01.2015 - 01.2016
Bilingual Customer Service Representative
Aditya Birla Minacs
09.2011 - 04.2012
English Teacher
Brightwood British School
01.2011 - 09.2011
Sales and Marketing Manager
Madison Insurance
08.2008 - 06.2010
Blue Box Limited
06.2007 - 07.2008
College degree - Sales and Marketing
Mpangwan College
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