Janet Achieng Odero
HR AND ADMIN
Nairobi,KENYA
Summary
Organized and dedicated individual who is eager to create and implement successful strategies to improve organizational efficiency. I'm successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. I have Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.
Overview
6
6
years of professional experience
Work History
Front Office/HR Administrator
SWISSPORT KENYA LIMITED
Nairobi, Kenya
02.2019 - 10.2024
- Update HR database with new employee information, changes in benefits, and other details.
- Prepare new hire letters, employee contracts, and corporate policies.
- Handle on-boarding process for newly hired employees, which included distribution of all paperwork.
- Collaborat with managers to identify and address employee relations issues.
- Serve as a knowledgeable resource for all staff members regarding company policies, procedures, benefits, and other HR-related matters.
- Address employee conflicts with appropriate urgency, following all corporate procedures.
- Organize company-wide events designed to boost employee morale.
- Improve office efficiency by effectively managing internal communications and correspondence.
- Pre-screen resumes prior to sending to corporate hiring managers for consideration.
- Respond to inquiries from callers seeking information especially with the lost baggage and staff information. Managed about 30 calls a day.
- Provide clerical support to company employees by copying, faxing, and filing documents.
- Prepare mail and packages for shipment, pickup, and courier services to expedite delivery.
- Enhance office efficiency by streamlining administrative processes and implementing time-saving tools.
- Ensure accurate record-keeping by conducting regular audits of personnel files and HR databases.
Customer Service Representative
TECHNO BRAIN BPO
Nairobi, Kenya
11.2018 - 02.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times. Managed approximately 200 calls in a day
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Bachelor of Arts - Hospitality Management
UNIVERSITY OF NAIROBI
12.2019
Skills
- Employee Relations Management
- Internal Communications
- Onboarding and Orientation
- Employment Data Tracking
- Human Resources Management Systems
- Customer Relationship Management
- Recruitment Management
- Documentation and Recordkeeping
- Human Resources Support
- Organizational Skills
- Excellent Communication
- Teamwork and Collaboration
- HR policies development
- Background Checks Coordination
Work Preference
Work Type
Full TimePart TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureWork from home optionHealthcare benefitsTeam Building / Company RetreatsFlexible work hoursWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 8 staff members.
- Collaborated with team of 3 in the development of questionnaire.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Quote
Opportunities Don't happen.You create them.
Chris Grosser
Timeline
Front Office/HR Administrator
SWISSPORT KENYA LIMITED
02.2019 - 10.2024
Customer Service Representative
TECHNO BRAIN BPO
11.2018 - 02.2019
Bachelor of Arts - Hospitality Management
UNIVERSITY OF NAIROBI
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