IRENE KAMAU

• Line managed a team of Senior Program Assistants, overseeing onboarding, training, performance evaluations, and mentorship to enhance staff development.
• Led a cohesive team in executing tasks according to established timelines and milestones, resulting in timely completion of deliverables.
• Developed extensive program documentation, ensuring clear understanding of goals, objectives, and requirements among all team members.
• Managed program workflows, developed project plans, and implemented process improvements, reducing case processing timelines by nearly 50% (from 3 years to 20 months).
• Facilitated stakeholder engagement with partners, including PRM, USCIS, IOM, UNHCR, the U.S. Embassy, and U.S.-based resettlement agencies, by developing targeted communication materials and conducting regular meetings ensuring seamless collaboration.
• Supported recruitment efforts by interviewing and recommending team members for hire.
• Conducted quality reviews, ensured compliance with policies, optimized resource allocation, budget tracking, and procurement.
• Led risk assessment, program monitoring, evaluation, and reporting to enhance efficiency and compliance.

• Reduced operational costs by identifying areas of improvement and recommending cost-effective solutions.
• Contributed to the successful completion of multiple projects by coordinating resources and collaborating with cross-functional teams.
• Created effective communication materials, such as presentations, reports, and newsletters, to keep stakeholders informed and engaged in the program's progress.
• Supported program execution by organizing and leading team meetings, preparing weekly work plans, coordinating team workloads, and monitoring project timelines.
• Coordinated stakeholder engagement, fostering a positive and collaborative work environment, to expedite specialized caseload processing.
• Facilitated on-boarding, training, and oversight for new staff, conducting regular departmental training sessions.
• Developed training materials for staff members to improve skills and increase overall productivity within the team.
• Assisted in budget preparation and contributed to the financial oversight of the department.

• Provided administrative support to department leadership, streamlining daily operations through efficient task prioritization and delegation skills.
• Prepared clearly written and formatted documents and reports.
• Facilitated training sessions for new staff and volunteers, ensuring high level of program delivery.
• Maintained accurate and up-to-date program databases, ensuring easy access to critical information for decision-making.
• Facilitated quality assurance checks and ensured compliance with program guidelines.
• Responded to applicant inquiries and collaborated with external partners for case resolutions.
• Completed data entry and case preparation for USCIS interviews.
• Coordinated event logistics, including venue selection, catering arrangements, and attendee registration processes.

• Designed training programs targeting SMEs and Community Based Organizations (CBOs) aimed at enhancing their credit worthiness and financial inclusion.
• Oversaw payment processing, ensuring operational efficiency across departments.
• Delivered staff training on operational best practices and enhanced service delivery.
• Analyzed client data to improve financial product delivery and documented program successes.
• Functioned as the primary liaison for inter-bank communications, resolving queries efficiently.
• Supported branch operations by addressing issues related to payment processing, driving procedural improvements.

• Facilitated customer account opening, ensuring compliance with Know-Your-Customer guidelines.
• Enhanced customer satisfaction through efficient service delivery and complaint resolution.
• Consistently exceeded revenue quotas through proactive promotion of financial products and services.
• Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
• Streamlined communication between customers and internal departments for timely issue resolution.
• Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.

Achievements

• I managed a team involved with training and transitioning of key operations from central operations to branch operations leading to an increase in customer satisfaction and reduce turn-around-time for key services such as debit and credit card processing.
• I opened over 70 new accounts during a two-day accounts acquisition campaign targeting teachers.

• Provided administrative support with accurate document preparation and data entry.
• Prepared quotations in consultation with supervisors, in a timely manner that assisted in business acquisition.
• Prepared, dispatched and followed up on renewal business to ensure retention.
• Responded to customer queries and complaints in a timely manner to ensure high customer satisfaction.
• Enforced credit control and cancelled policies not paid for to ensure premium is received for risks accepted.

• Worked closely with industrial professionals to expand upon acquired training with practical knowledge.
• Carried out a range of tasks in front desk and customer service, operations ad imaging departments, gaining experience in cross-functional positions and processes.
• Updated internal data systems with patient medical records maintaining professionalism and confidentiality of sensitive medical information.