SIMON WAWERU GIOCHE
Tallinn
Summary
Compassionate and proactive professional with a strong commitment to empowering individuals and improving systems. I bring a data-driven mindset, creative problem-solving skills, and a collaborative spirit to every role. Known for challenging the status quo, fostering strong relationships, and communicating with clarity and empathy. Experienced in change facilitation, employee relations, and conflict resolution, with a proven ability to stay resilient under pressure and adapt to diverse environments.
Overview
8
8
years of professional experience
Work History
Merchant Support Agent
Printify
03.2024 - 02.2025
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Successfully resolved complex inquiries and technical issues using Zendesk and Internal knowledge bases.
- Demonstrated excellent communication and interpersonal skills, building strong customer relationships and ensuring positive support experience with an overall CSAT of 95%.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Program and Client Care Coordinator
Nairobi Chapel
05.2019 - 12.2022
- Successfully collaborated within teams, built strong relationships, and fostered productive partnerships
- Planned and facilitated monthly team events like Boot Camp and Disciple Makers training, ensuring smooth execution and participant engagement.
- Maintained detailed records of client interactions, enabling accurate tracking and reporting of performance metrics.
- Applied strategic thinking skills when evaluating potential solutions or alternatives during critical decision-making processes affecting the client experience.
GIS Intern
International Maize And Wheat Improvement Center, CIMMYT
02.2018 - 08.2018
- Proficiently managed and organized datasets using Microsoft Excel.
- Demonstrated technical skills in data processing, analysis, and mapping using geospatial software such as ArcGIS and QGIS.
- Developed and integrated geo-referenced databases, showcasing adaptability in data conversion across various formats and software systems.
Market Research Analyst Intern
Twiga Foods Limited
07.2017 - 09.2017
- Gathered geolocation data of informal fruit and vegetable vendors in Nairobi County, demonstrating proficiency in spatial data collection techniques
- Improved data visualization techniques to clearly communicate complex information to stakeholders, demonstrated by the development of printable and web maps displaying vendor locations and showcasing cartography and spatial visualization skills.
Education
MA - Christian Ministry & Leadership: Biblical And Pastoral Ministry
Biola University
04-2026
BSc - Geospatial Engineering
University of Nairobi
09.2017
Skills
- Strategic Communication & Stakeholder Engagement
- Conflict Resolution & Mediation
- Data Analysis & Visualization (Excel, PowerPoint, Kibana)
- Team Collaboration & Leadership
- Change Facilitation & Training
- Initiative & Creative Problem Solving
- Resilience & Adaptability in Fast-Paced Environments
Languages
Swahili
English
Hobbies and Interests
- Reading books
- Traveling and interacting with people from different cultures
- Fitness training
- Writing songs, singing, and dancing
Timeline
Merchant Support Agent
Printify
03.2024 - 02.2025
Program and Client Care Coordinator
Nairobi Chapel
05.2019 - 12.2022
GIS Intern
International Maize And Wheat Improvement Center, CIMMYT
02.2018 - 08.2018
Market Research Analyst Intern
Twiga Foods Limited
07.2017 - 09.2017
MA - Christian Ministry & Leadership: Biblical And Pastoral Ministry
Biola University
BSc - Geospatial Engineering
University of Nairobi
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