Alice Zighe Makumbi
Nairobi
Summary
Dynamic Senior Customer Care Assistant with expertise in complaint resolution and team supervision. Demonstrated success in enhancing service delivery through rigorous performance appraisals and adherence to ISO standards. Proficient in multitasking and building strong employee relations, consistently prioritizing a client-centered approach to care. Aiming to leverage skills in a challenging role to further elevate customer satisfaction and operational efficiency.
Overview
28
28
years of professional experience
Work History
Senior Customer Care Assistant
International Organisation for Migration
07.2018 - Current
- Managed supervision of Customer Care unit team.
- Addressed elevated concerns of applicants to maintain organizational standards.
- Coordinated applicant medical appointment schedules with Head of Clinic and data entry team.
- Managed team schedule and organized leave plans.
- Assessed training needs of staff and collaborated with management for execution.
- Conduct performance evaluations for unit staff.
- Executed management of ISO standards.
- Conducted unit meetings to discuss planning and resolution.
- Implemented actions based on administrative policies.
- Facilitated clear and effective communication between applicants and relevant staff.
Customer Care Assistant – MHAC/UKTB
International Organisation for Migration
Nairobi
07.2009 - Current
- Handled applicants’ complaint-related matters.
- Managed scheduling for medical appointments in collaboration with data entry team and doctors.
- Handled online registration in Mimosa, UKTB, and the eMedical system.
- Enabled internal and external communication to support applicant services.
- Analyzed instructions and issues, executing solutions per administrative policies.
- Utilized various office equipment such as computers, telephones, fax machines, shredders, and photocopiers.
- Facilitated verbal and written communication between applicants, enquirers, and staff.
- Managed switchboard operations.
- Performed front desk duties.
- Entered customer-required information into the database with precision and clarity.
- Performed thorough verification of submitted documents.
- Processed payment vouchers for medical screening of migrants.
- Monitored and reported on activities, ensuring accurate management information.
Medical Assistant- Radiology
The Nairobi hospital
Nairobi
02.1998 - 01.2009
- Executed administrative tasks for radiology department.
- Handled patient radiology reports and films.
- Managed departmental schedules and processed radiology requests.
- Relayed radiologist instructions to involved parties regarding additional information.
- Organized and scheduled meetings with detailed preparation.
- Prepared and circulated official correspondence.
- Managed record-keeping operations effectively.
- Handled client interactions, addressing inquiries effectively.
- Screened incoming telephone calls with accuracy.
- Developed materials for presentations.
- Coordinated placement of stock orders.
Secretary
Cecily Mcdonald School of Nursing
Nairobi
01.1997 - 07.2007
- Typing tutors’ projects for students
- Processing and distributing examination papers
- Preparing slides for presentations
- Sorting college applications according to admission requirements
- Sending regret and admission letters to applicants
Education
Bachelors Degree - Business Administration – Human Resource management Option
Kenya Methodist University
Nairobi, Kenya01.2012
Kenya Certificate of Secondary Education -
Bura Girls Secondary School
Taita Taveta District, Kenya01.1994
Kenya Certificate of Primary Education -
Sungululu Primary School
Taita Taveta District, Kenya01.1990
Some College (No Degree) - Personal Assistant Course
Technical University of Kenya
Nairobi, KenyaSome College (No Degree) - Computer packages
Strathmore University
NairobiSome College (No Degree) - French language Level 1
Alliance Francaise
NairobiSkills
- Administrative Operations Knowledge
- Employee Relations Management
- Client Support
- Administrative Support
- Computer Proficiency
- Client-Centered Counseling
- Complaint resolution
- ISO standards management
- Team supervision
- Performance appraisal
- Process improvement
- Conflict management
- Call center experience
- Email management
- Complaint handling
- Payment processing
- Escalation management
- Cultural awareness
- Multitasking and organization
- Verbal and written communication
Personal Information
- Gender: Female
- Nationality: Kenyan
References
- Mr Taye Emmanuel, Medical Assistant, International Organisation for Migration, P.O. Box 55040, Nairobi, Nairobi, 0722861264
- Ahmed Zulekha, Chief Counselor, International Organisation for Migration, P.O. Box 30026, Nairobi, Nairobi, 00100, 254 020 7221217
Extracurricular Activities
Body & Soul Health Club – Gym Instructor/Class Administrator
Volunteer Experience
- Participated in famine relief charity in Turkana.
- Participated in the 2003 World Environmental Day Activities in Kenya.
Professional Achievements
- Strathmore University, Computer packages: Microsoft office, On-job training, Presentation Skills, Support to management skills, Customer Care, Counselling
- Alliance Francaise, French language Level 1
Timeline
Senior Customer Care Assistant
International Organisation for Migration
07.2018 - Current
Customer Care Assistant – MHAC/UKTB
International Organisation for Migration
07.2009 - Current
Medical Assistant- Radiology
The Nairobi hospital
02.1998 - 01.2009
Secretary
Cecily Mcdonald School of Nursing
01.1997 - 07.2007
Bachelors Degree - Business Administration – Human Resource management Option
Kenya Methodist University
Kenya Certificate of Secondary Education -
Bura Girls Secondary School
Kenya Certificate of Primary Education -
Sungululu Primary School
Some College (No Degree) - Personal Assistant Course
Technical University of Kenya
Some College (No Degree) - Computer packages
Strathmore University
Some College (No Degree) - French language Level 1
Alliance Francaise
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