Summary
Overview
Work History
Education
Skills
Websites
Keycompetenciesandskills
Timeline
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Lilian Kihonge

Lilian Kihonge

HR

Summary

Results-oriented individual with a strong background in human resource management and customer service roles. Successfully led and managed operations in human resources, customer service, and virtual assistance, specifically in administrative roles in Kenya. Also gained valuable experience working with clients globally as a virtual assistant for a remote company. Skilled in leading teams to enhance performance, foster customer loyalty, and establish strategic partnerships with both internal and external stakeholders.

Overview

6
6
years of professional experience

Work History

Call Center Representative

CCI-KENYA
05.2024 - Current
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.

Virtual Assistant

iWork
08.2021 - Current
  • Led operations, achieving market growth
  • Identified and pursued new business opportunities for the organization by working in different areas in the organization and building client relationship with the organization
  • Skilled in social media management and marketing
  • Basic administrative skills, such as data entry, file organization, and document preparation
  • Project Management
  • Creative skills involving content creation, writing blog posts, creating graphics, and editing multimedia content
  • Confidentiality to clients' sensitive information
  • Being responsive, courteous, and addressing client needs effectively by having good customer service
  • Comfortability in using various online tools, communication platforms, project management software, and other technologies relevant to tasks
  • Being able to priorities tasks and manage time efficiently
  • Graphic design

Human Resource Attache

Kenya Civil Aviation Authority
01.2023 - 03.2023
  • Preparing periodic training reports
  • Receiving training applications and summarizing the requests for presentation to the Training and Development Committee(TDC) for deliberation
  • Receiving and capturing information of the mandatory Back to Office reports
  • Drafting Visa Letters for employees who have approval for foreign travel
  • Long listing of applicants who had applied for various positions in the Authority
  • Compiling attache's details for preparation of payment of their monthly stipend
  • Capturing employee appraisals' data for analysis
  • Learning how the Authority's medical scheme operates
  • Learning on the recruitment process; long listing, shortlisting, background checks of job applicants
  • Learning on Employee Welfare activities such as computation of leave, disbursement of loans to staff who are in the Authority's Loan Scheme

Human Resource Attache

Kenya Airports Authority
05.2019 - 08.2019
  • Onboarding and Orientation of new attaches
  • Assigning tasks to attaches
  • Assist in the implementation of performance appraisal systems
  • Filing documents and recording them in the company's database
  • Support the development of employees' skills and competencies
  • In charge of the transport section
  • Managing cost in fuel of the company vehicles under the transport office in HR
  • Implement and communicate HR policies and procedures to the attaches and interns
  • Maintain employee records and ensure data accuracy
  • Foster a diverse and inclusive work environment by assisting the staff, intern and attaches

Education

Diploma - Human Resource Management

THE CO-OPERATIVE UNIVERSITY OF KENYA
05.2018 - 2020.12

Certificate - ICDL ( International Computer Driving License)

EAST AFRICA INSTITUTE OF CERTIFIED STUDIES
12.2024 - 2018.03

Degree - Bachelors of Human Resource Management

THE CO-OPERATIVE UNIVERSITY OF KENYA
Nairobi, Nairobi Province, Kenya
04.2021 - 2023.01

Skills

Communication Skills

Data entry

Graphic design

Time management

Customer service

Confidentiality

Creative skills

Project Management

Basic administrative skills

Social media management and marketing

Change management

Mentorship

Team leadership

Technical Competence

Legal Compliance

Data-Driven Decision Making

Business development

Organizational Skills

Interpersonal Skills

Client relationships

Strategic planning

Communication Skills

Keycompetenciesandskills

  • Communication Skills
  • Strategic planning
  • Client relationships
  • Interpersonal Skills
  • Organizational Skills
  • Business development
  • Data-Driven Decision Making
  • Legal Compliance
  • Technical Competence
  • Team leadership
  • Mentorship
  • Change management

Timeline

Certificate - ICDL ( International Computer Driving License)

EAST AFRICA INSTITUTE OF CERTIFIED STUDIES
12.2024 - 2018.03

Call Center Representative

CCI-KENYA
05.2024 - Current

Human Resource Attache

Kenya Civil Aviation Authority
01.2023 - 03.2023

Virtual Assistant

iWork
08.2021 - Current

Degree - Bachelors of Human Resource Management

THE CO-OPERATIVE UNIVERSITY OF KENYA
04.2021 - 2023.01

Human Resource Attache

Kenya Airports Authority
05.2019 - 08.2019

Diploma - Human Resource Management

THE CO-OPERATIVE UNIVERSITY OF KENYA
05.2018 - 2020.12

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