Joy Kinyanjui
Nairobi,Kenya
Summary
Detail-oriented Operations and Customer Service Professional with over 3 years of experience in financial administration, CRM management, and high-volume customer support. Expertise in pettycash management, invoicing, expense tracking, and logistics coordination, with a focus on workflow optimization and vendor management. Committed to enhancing operational efficiency and delivering exceptional client engagement across diverse work environments.
Overview
1
1
Certification
8
8
years of post-secondary education
4
4
years of professional experience
Work History
Telesales Representative / Customer Service Representative
Elimn Limited -Eagle Lights
Nairobi
03.2026 - 07.2026
- Converted phone and digital inquiries into confirmed walk-ins, bookings, and payments, increasing customer engagement through consultative sales approach
- Converted phone and digital inquiries into confirmed walk-ins, bookings, and payments, increasing customer engagement through consultative sales approach
- Managed customer engagement via WhatsApp Business, ManyChat, and digital channels with prompt, professional responses
- Achieved 95%+ CRM data accuracy in Zoho CRM, ensuring comprehensive logging of interactions, lead status, and follow-up actions for improved customer tracking
- Achieved 95%+ CRM data accuracy in Zoho CRM, ensuring comprehensive logging of interactions, lead status, and follow-up actions for improved customer tracking
- Coordinated with front office and workshop teams to ensure smooth customer handovers and advance scheduling
- Provided daily reports on leads closed, calls handled, and pending follow-ups to Chief of Staff
- Supported front office operations, maintaining consistent service quality and professionalism
Branch Administrator
Muenzer Pvt Company
Mombasa, Kenya
07.2024 - 01.2026
- Oversaw daily branch operations, ensuring administrative efficiency, workflow optimization, and operational effectiveness
- Managed office functions including procurement, facilities management, and inventory control
- Handled financial processes: petty cash management, invoicing, reconciliations, and expense tracking
- Provided customer support, addressing inquiries, resolving service issues, and maintaining high client satisfaction
- Liaised with headquarters and regional teams to streamline communication and ensure operational alignment
- Supported business development through sales coordination and fostering client relationships to drive engagement
- Coordinated logistics operations, optimizing route planning and scheduling for efficient delivery of used cooking oil
- Identified, troubleshooted, and resolved issues arising during used-oil collection and logistics operations
- Conducted data collection, cleaning, analysis, and reporting to support operational decision-making
- Managed operational permits by tracking renewals, ensuring regulatory compliance, and following up on payments
- Performed Quality Assurance testing on Used Cooking Oil (FFA, moisture, impurities, peroxide value)
Front Office Administrator & Customer Service Officer
Muenzer Pvt Company
Mombasa, Kenya
07.2023 - 07.2024
- Managed front desk operations including calls, emails, and walk-in clients, ensuring efficient communication flow
- Delivered high-quality customer support, resolving complaints, processing orders, and meeting service standards
- Collaborated with cross-functional teams to resolve escalations and improve customer experience
- Coordinated schedules, meetings, and travel arrangements, enhancing support for managers and team operations
- Improved office efficiency by streamlining administrative processes and proactive coordination
- Executed office administrative duties, ensuring efficient procurement, filing systems, and facilities management
- Managed CRM databases, tracking customer interactions to enhance service delivery and reporting
- Analyzed customer feedback and prepared actionable reports to inform management decision-making
Volunteer Experience
Made in the Street Center
Nairobi, Kenya
10.2022 - 12.2022
- Welcomed and assisted guests, fostering a welcoming dining atmosphere
- Managed inquiries and meal distribution, optimizing guest flow and reducing wait times
- Assisted in food preparation and service while upholding hygiene standards
- Collected community feedback to inform and enhance service improvements
- Collected community feedback to support service improvement initiatives
Industrial Attachment — Hospitality Department
Kenya School of Government
Nairobi, Kenya
04.2022 - 07.2022
- Facilitated front office operations, managing guest reception, inquiries, check-ins, and check-outs to enhance guest experience
- Contributed to food and beverage service operations by upholding hygiene standards and delivering high-quality service
- Executed housekeeping duties to maintain a high standard of cleanliness and guest satisfaction including room preparation, inventory control, and supply tracking
- Supported event planning and conference coordination, including venue setup, catering, and logistics
- Recorded and maintained guest requests, service feedback, and operational data
Education
Certified Public Accountant (CPA) Intermediate Level - Accounting
KCA University
Nairobi 05.2026 - 07.2026
Accounting Technical Diploma - Accounting
Star institute of professional studies
Mombasa 09.2024 - 08.2025
Diploma in Tourism & Hospitality Management - Tourism And Hospitality Management
Wildlife Research and Training Institute
Nakuru 09.2019 - 12.2022
Kenya Certificate of Secondary Education (KCSE) -
St. Mary's Girls High School
Meru 01.2015 - 11.2018
Skills
- Customer Service & Client Relations
- Zoho CRM management
- Office Administration & Coordination
- Scheduling & Calendar Management
- Event Planning & Coordination
- Microsoft Office Suite
- Basic Accounting and Bookkeeping
- Records & Document Control
- Procurement & Vendor Management
- Invoicing and reconciliations
- Office administration
- Invoice processing
- Inventory control
- Pettycash management
Certification
- First Aid Training, Medswift
- ICDL Certificate, IAT College Buruburu
- Accounting Technical Diploma, KASNEB
Languages
English
Upper Intermediate
B2
Swahili
Upper Intermediate
B2
Timeline
Certified Public Accountant (CPA) Intermediate Level - Accounting
KCA University
05.2026 - 07.2026
Telesales Representative / Customer Service Representative
Elimn Limited -Eagle Lights
03.2026 - 07.2026
Accounting Technical Diploma - Accounting
Star institute of professional studies
09.2024 - 08.2025
Branch Administrator
Muenzer Pvt Company
07.2024 - 01.2026
Front Office Administrator & Customer Service Officer
Muenzer Pvt Company
07.2023 - 07.2024
Volunteer Experience
Made in the Street Center
10.2022 - 12.2022
Industrial Attachment — Hospitality Department
Kenya School of Government
04.2022 - 07.2022
Diploma in Tourism & Hospitality Management - Tourism And Hospitality Management
Wildlife Research and Training Institute
09.2019 - 12.2022
Kenya Certificate of Secondary Education (KCSE) -
St. Mary's Girls High School
01.2015 - 11.2018