Grace Ngina Kuria
Mombasa
Summary
An administrative leader with over two years of experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in engineering messages to boost company image and preparing to support professionally written material. Experienced in Leveraging detailed analytics reports to monitor and document success.
A Result and detail-oriented Individual for effective deliverables and quality work.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Skyward Express Ltd
04.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating the company website and placing online bookings, improving overall user experience.
Operations Assistant
Institute Of Strategic Management
05.2022 - 03.2023
- Assisted operations manager with planning of routine operations and special projects.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Streamlined operations by implementing efficient inventory management systems.
- Advised regarding delays and special circumstances.
- Performed wide-ranging administrative, financial, and service-related functions.
- Volunteered to help with special projects of varying degrees of complexity.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Drafted common document templates to reduce time spent creating documents from scratch.
General Manager
WestHunters Resort
10.2021 - 04.2022
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Identified issues, analyzed information and provided solutions to problems.
- Led projects and analyzed data to identify opportunities for improvement.
- Worked with customers to understand needs and provide excellent service.
- Maintained excellent attendance record, consistently arriving to work on time.
- Prepared variety of different written communications, reports and documents.
- Created plans and communicated deadlines to complete projects on time.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Maintained energy and enthusiasm in fast-paced environment.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Intern
Coast Interfaith Council of Clerics
06.2019 - 08.2019
- Collaborated with team to optimize workflow and achieve objectives.
- Assisted with projects by applying strong analytical skills and studies.
- Generated reports detailing findings and recommendations.
Education
Bachelor of Arts - Disaster Management, Peace and Conflict Studies
Masinde Muliro University of Science And Technology
Kakamega, Kenya08-2022
Certificate - Public Relations
Oxford Home Study
Oxford University (Online Study) 07.2023
High School Diploma -
Bavuni Secondary School
Nakuru, Nakuru District, Kenya01-2015
Skills
- Training and Development
- Problem-Solving
- Mail handling
- Document management
- Strategic Communication
- Graphic Design
- Community Management
- Event Planning
- Brand Messaging
- Speech Writing
- Content Development
Certification
- Computer skills.
- Certificate in computer packages.
Affiliations
Former Director of Disaster Environmental Management Association (DEMA) in Masinde Muliro University of Science and Technology.
EXTRA CURRICULAR ACTIVITIES. Member of Peace Ambassadors Kenya (MMUST Chapter). Participated in a peace walk in Bungoma County in March 2017.
Member of Peer Counselors Club (MMUST Chapter).
Accomplishments
- Supervised team of twelve staff members.
- Collaborated with team of six in the development of Empowered To Mentor Mentorship Program for Institute of Strategic Management.
- Achieved +60%profit within 3 months by; 1. Doing regular meetings and trainings to boost staff Morale and improve their interpersonal skills. 2. Engaged Clients to understand their needs and expectations so as to come with services that is custom-made for their needs and to their Satisfaction.
Referees
Kenn M. KIROMBO
CEO TrainConsult LTD.
Tell: 0722 415 663
Email: kenn@trainconsult.co.ke / kirombokenn@gmail.com
Bishop Sammy M. GATERO
Senior Pastor: Beulah Sanctuary Mombasa.
Tell: 0722 700 508
Clarah Muyera
Trainer: International Committee of the Red Cross
Tell: 0723 060 922
Timeline
Customer Service Representative
Skyward Express Ltd
04.2023 - Current
Operations Assistant
Institute Of Strategic Management
05.2022 - 03.2023
General Manager
WestHunters Resort
10.2021 - 04.2022
Intern
Coast Interfaith Council of Clerics
06.2019 - 08.2019
Bachelor of Arts - Disaster Management, Peace and Conflict Studies
Masinde Muliro University of Science And Technology
Certificate - Public Relations
Oxford Home Study
High School Diploma -
Bavuni Secondary School
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