IRENE KAMAU
Nairobi
Summary
Program specialist with over 7 years of experience in program and project management across humanitarian and social impact sectors. Proven track record in managing multi-stakeholder programs, monitoring budgets, and facilitating knowledge management to drive program success. Expertise in partnership management, operational support, and compliance, leading to significant improvements in workflow processes and performance efficiencies. Strong written communication skills and ability to coordinate cross-functional teams to achieve strategic goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Follow-to-Join Refugee Specialist (FTJ-R)
Church World Service
03.2024 - 03.2025
- Provided direct supervision and leadership to three Senior Case Processing Assistants, including yearly performance evaluations, monitoring professional development, and coordinating leave
- Developed and implemented FTJ-R caseload work plans and quality control reporting measures, tracking progress towards achievement of established annual goals and objectives
- Closely monitored the movement of FTJ-R cases through the USRAP pipeline and conducted FTJ-R specific analysis, maintaining reports, START dashboards, filters and quality control checks
- Ensured all refugee case processing functions strictly adhered to DOS/BPRM, USCIS, RPC, CWS and RSC Africa policies, guidelines and procedures, particularly as they relate to FTJ-R processing
- Maintained effective relationships with RSC Africa/USRAP partners, including PRM, USCIS, IOM, UNHCR, RPC and domestic Resettlement Agencies
- Conducted regular FTJ-R process reviews across country offices and implemented process changes, reducing processing times by 50%
Senior Case Processing Assistant
Church World Service
06.2022 - 02.2024
- Took lead role in projects within Case Processing including planning workflow, providing direction, identifying reporting parameters, setting timelines and completing quality control checks
- Completed all tasks related to refugee case processing, ensuring adherence to policies and procedures while maintaining accurate records and updates in START database
- Conducted regular quality checks on Case Processing Assistants' work to ensure cases were consistently and correctly updated both in START and physical files
- Assisted in the development of onboarding materials, prepared training modules and provided processing feedback based on quality checks
- Demonstrated proficiency in START system and ensured strict compliance with Integrity and Compliance Guidelines when working with refugee cases
Case Processing Assistant II
Church World Service
03.2022 - 05.2022
- Assisted in processing refugee case files with in-depth USRAP knowledge, linking identified errors to the overall pipeline
- Submitted accurate data and contributed to overall case management of the USRAP pipeline, including counselling of refugee applicants
- Maintained integrity of official records and ensured accurate case file updates
- Participated in quality checks and compliance reviews to ensure adherence to program guidelines
Case Processing Assistant
Church World Service
10.2021 - 02.2022
- Promptly responded to applicant inquiries, leading to increased customer satisfaction
- Prepared clearly written and formatted documents and reports
- Facilitated training sessions for new staff and volunteers
- Conducted quality checks and ensured compliance with program guidelines
Global Payments Clearing Officer
Spire Bank Limited
11.2019 - 09.2021
- Designed and delivered training programs for SMEs and Community Based Organizations
- Functioned as primary liaison for inter-bank communications, resolving queries efficiently
- Supported branch operations by addressing issues and driving procedural improvements
- Assisted in developing training materials for compliance and regulatory requirements.
- Implemented new technologies to enhance workplace productivity levels.
Customer Service Officer
Spire Bank Limited
03.2018 - 10.2019
- Enhanced customer satisfaction through efficient service delivery and complaint resolution
- Improved resolution rate by efficiently handling customer queries during initial interactions
- Streamlined communication between customers and internal departments for timely issue resolution
- Consistently exceeded revenue quotas through proactive promotion of financial products and services and upselling
- Participated in regular meetings with supervisors to discuss challenges and identify growth opportunities
Operations Assistant (internship)
UAP Limited
11.2015 - 05.2016
- Responded to customer queries and complaints in a timely manner ensuring high customer satisfaction
- Provided administrative support with accurate document preparation
- Prepared, dispatched and followed up on renewal business to ensure retention
Data Entry Assistant (contract)
UAP Limited
07.2015 - 08.2015
- Reviewed documents for completeness and accuracy prior to data entry tasks.
- Ensured that all sensitive information was kept confidential at all times.
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Entered customer and account data into database systems, ensuring accuracy of information.
Education
MBA - Strategic Management
Kenyatta University
12.2025
Bachelor of Science - Forensic Science
Kenyatta University
12.2014
Skills
- Project/program management
- Proficient in Microsoft Office Suite and Google Suite
- Experience with CRM and ticketing systems, such as Zendesk
- Proficient in virtual collaboration tools (eg, Zoom, Webex, Asana)
- Reporting and data analysis skills
- Staff training and onboarding
- Exceptional written and verbal communication skills
- Stakeholder engagement
- Team collaboration
- Cross-functional coordination
- Strong problem-solving abilities
- Ability to learn quickly
Certification
- Data analytics, ALX, expected October 2025
- Professional development skills, ALX, June 2025
- Remote work cybersecurity: policies, practices, and protection, Nexora Digital, April 2025
- Small Talk English Speaking Level (C1+), SmallTalk2Me, April 2025
Languages
English
First Language
References
References available upon request.
Timeline
Follow-to-Join Refugee Specialist (FTJ-R)
Church World Service
03.2024 - 03.2025
Senior Case Processing Assistant
Church World Service
06.2022 - 02.2024
Case Processing Assistant II
Church World Service
03.2022 - 05.2022
Case Processing Assistant
Church World Service
10.2021 - 02.2022
Global Payments Clearing Officer
Spire Bank Limited
11.2019 - 09.2021
Customer Service Officer
Spire Bank Limited
03.2018 - 10.2019
Operations Assistant (internship)
UAP Limited
11.2015 - 05.2016
Data Entry Assistant (contract)
UAP Limited
07.2015 - 08.2015
MBA - Strategic Management
Kenyatta University
Bachelor of Science - Forensic Science
Kenyatta University
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