Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
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Grace Williams

Grace Williams

Nairobi

Summary

Results-oriented Operations Coordinator with a proven track record in driving operational excellence, project management, and enhancing customer experiences. Combining technical expertise gained from customer-facing roles with organizational finesse from administrative positions, I excel in optimizing processes, leading projects to success, and delivering top-notch service.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Operations Coordinator

SYNAQ
11.2019 - Current
  • Spearheaded day-to-day operational coordination and management, focusing on enhancing efficiency and effectiveness
  • Streamlined business operations by implementing efficient processes and procedures (utilizing tools such as Slack, Monday.com, Trello, Confluence) fostering organizational evolution and growth
  • Led staff training sessions to improve overall team efficiency and knowledge of company policies/procedures.
  • Streamlined contract negotiation processes by building and reviewing master service agreements, ensuring clarity and efficiency
  • Enforced robust security policies to safeguard company assets, mitigating risks of loss or damage
  • Negotiated contracts with external providers to bolster customer service offerings while optimizing costs
  • Supervised marketing initiatives, overseeing the creation of press releases, newsletter articles, and website content
  • Managed multiple projects simultaneously, from initiation to delivery, by prioritizing tasks and delegating responsibilities effectively

Support Engineer

SYNAQ
08.2015 - 10.2019
  • Logged and managed incidents and faults related to client email issues, providing professional and courteous support via phone and email
  • Managed fault resolution lifecycle, ensuring timely updates and proactive communication with customers
  • Maintained adherence to SLAs, consistently meeting or exceeding performance metrics
  • Collaborated with internal and external teams to escalate and resolve complex issues
  • Conducted root cause analysis and troubleshooting to address underlying system issues
  • Coordinated with vendors to source replacement components and resolve advanced technical challenges
  • Responded to server monitoring alerts, escalating issues as necessary for prompt resolution.

Administrative Assistant

EDCON
07.2014 - 07.2015
  • Implemented a record filing system to enhance document organization and accessibility
  • Generated detailed expense reports, facilitating timely reimbursement for business expenses
  • Managed company handbook to ensure alignment with organizational policies and values
  • Provided technical support to enhance office productivity and resolve operational issues
  • Recorded meeting minutes to track actions, measure progress, and drive accountability
  • Facilitated communication and streamlined processes by responding to emails and other correspondence promptly
  • Conducted training and onboarding sessions for new office staff members.

Education

Business Administration -

Rosebank College
Johannesburg, South Africa
09.2027

Skills

  • Interdepartmental Collaboration & Communication
  • Business Support & Coordination
  • Process Optimization & Efficiency
  • Customer-Centric Solutions
  • Project Management & Coordination
  • Operational Strategy & Execution
  • Team Training

Certification

  • Advanced Project Management, University of Cape Town, 05/2020, Present
  • Introduction to Project management, Damelin, 06/2019, Present
  • Customer Excellence, BOTI, 06/2016, Present
  • Linux Essentials, LPI, 01/2016, Present

Personal Information

Title: Operations Coordinator

Timeline

Operations Coordinator

SYNAQ
11.2019 - Current

Support Engineer

SYNAQ
08.2015 - 10.2019

Administrative Assistant

EDCON
07.2014 - 07.2015

Business Administration -

Rosebank College

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Grace Williams