Summary
Overview
Work History
Education
Skills
Certification
References
Hobbies and Interests
Projects
Volunteer Experience
Languages
Achievements And Awards
Timeline
Generic

JOY NDANU MUSYOKI

Nairobi

Summary

Dynamic and results-oriented economics professional with extensive experience in customer service and accountancy. Demonstrates a passion for enhancing customer experiences and streamlining operations through effective communication, problem-solving, and analytical skills. Committed to maintaining high standards of service while navigating fast-paced environments. Proficient in data analysis, organizational management, and cross-functional collaboration, driving team success and operational excellence. Dedicated professional with strong problem-solving skills and a proven track record in customer service. Expertise in account reconciliation, data processing, and operational management. Committed to delivering exceptional service and resolving issues efficiently.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Centralized Cargo Office Agent

Swissport Kenya Limited
Nairobi
02.2025 - Current
  • Answer incoming calls and respond to customer emails in a timely and professional manner.
  • Ensure timely and accurate capture of scanned AWB (Air Waybill) details in CargoSpot and other airline systems, in line with operational manuals.
  • Monitor SLA (Service Level Agreement) performance scores and ensure all KPIs and targets are met or exceeded.
  • Maintain accurate data capture logs and prepare billing reports for invoicing purposes.
  • Identify, investigate, and escalate operational issues to supervisors or management as necessary.
  • Provide clear and helpful product and service information to customers to support service excellence.
  • Resolve customer complaints using the appropriate software systems and tools.
  • Document all customer interactions according to standard operating procedures.
  • Recognize and report recurring issues and trends in customer calls to the management team.
  • Follow up on customer calls and emails to ensure full resolution and satisfaction.
  • Adhere to company procedures, maintaining discipline and safe working practices.
  • Ensure full compliance with all company SOPs and policies to uphold service standards.
  • Report critical issues promptly to the team leader or service delivery lead on duty.
  • Perform other duties as assigned by management to support overall cargo operations.

Accounting Assistant

Mafrey Enterprise
Nairobi
09.2022 - 12.2022
  • Applied proper codes to 1,200 invoices, files, and receipts to ensure organized and easily searchable records.
  • Maintained clean and organized files, resulting in a 30% reduction in retrieval time for accounts payable records.
  • Processed over 250 payments and documents such as invoices, journal vouchers, and employee reimbursements with 100% accuracy.
  • Assisted in budget preparation and forecasting, enhancing expenditure control and maximizing operational efficiency.
  • Transferred data and documents to facilitate system migration, achieving a seamless transition within tight deadlines.
  • Completed monthly financial reports, providing insights into performance and operations, contributing to informed decision-making.
  • Coordinated office supply ordering for 50 staff, ensuring continuous availability of materials for streamlined operations.
  • Checked 100% of general ledger entries to increase accuracy, preventing significant errors and identifying necessary adjustments.
  • Analyzed financial discrepancies, implementing corrective actions that improved financial record accuracy by 25%.

Attache

State Department for Planning (Monitoring & Evaluation)
Nairobi
05.2022 - 08.2022
  • Prepared over 50 official letters on behalf of the Directorate, ensuring clarity and professionalism in communication.
  • Assisted in organizing 5 Public Sector Consultative Forums and training sessions, contributing to stakeholder engagement and capacity building.
  • Facilitated the dissemination of Monitoring and Evaluation progress reports, enhancing transparency and accountability.
  • Edited and initiated 10 regular portfolio reviews, ensuring project alignment with organizational objectives.
  • Monitored and evaluated ongoing programs and projects digitally, improving data accessibility and reporting efficiency.

Store Keeping Assistant/Front Office Clerk

Mombasa Cement Limited
Vipingo
08.2020 - 01.2021
  • Directed 50 phone inquiries daily, answering customer questions and scheduling appointments with a 95% satisfaction rate.
  • Greeted over 200 visitors and customers, fostering positive relationships and enhancing customer retention through exceptional service.
  • Processed 100 payments and informed individuals of further financial responsibilities, facilitating timely transactions.
  • Responded to 80 inquiries from callers seeking information, demonstrating excellent communication and active listening skills.
  • Managed incoming and outgoing calls, accurately recording messages for distribution to office staff.
  • Streamlined office operations, effectively monitoring and addressing client correspondence and data communications, leading to a 20% increase in efficiency.
  • Performed wide-ranging administrative, financial, and service-related functions, contributing to smooth operational flow.
  • Maintained data integrity across organizational departments, ensuring accurate information management and confidentiality.

Customer Service Representative

Millennium Park Annex Hotels
Athi River
12.2018 - 05.2020
  • Provided primary customer support to 150 internal and external customers daily, achieving a customer satisfaction score of 95%.
  • Responded promptly to customer requests for products, services, and company information, demonstrating strong problem-solving abilities.
  • Offered tailored advice and assistance to customers, paying attention to special needs or preferences.
  • Handled 300 customer calls monthly with minimal wait times, enhancing the overall customer experience.
  • Developed and implemented customer service policies and procedures that improved service standards by 20%.
  • Analyzed customer service trends, identifying areas of opportunity and providing actionable feedback to management.
  • Processed customer service orders promptly, contributing to an overall increase in customer satisfaction and loyalty.

Education

BACHELOR OF SCIENCE - ECONOMICS

JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY
NAIROBI, KENYA
12.2020

KENYA CERTIFICATE OF SECONDARY EDUCATION -

UKIA GIRLS HIGH SCHOOL
MAKUENI
11.2017

KENYA CERTIFICATE OF PRIMARY EDUCATION -

NZWII PRIMARY SCHOOL
MAKUENI
11.2013

Skills

  • Account reconciliation
  • Data processing
  • Statistical techniques
  • Market monitoring
  • Budgeting and forecasting
  • File and database management
  • Proposal development
  • Attention to detail
  • Analytical and critical thinking
  • Excellent communication
  • Customer satisfaction focus
  • Problem-solving abilities
  • Organization and time management
  • Adaptability in fast-paced environments

Certification

  • Diploma in Restaurant Service, Institute of Commercial Management
  • Certificate in Customer Care Relations
  • Craft Certificate in Supply Chain Management
  • Certificate in Warehouse Management, Alison Academy

References

  • Maryanne Ndinda, Managing Director, Millennium Park Annex, 0715 876 146
  • Lazarus Mwau, Lastell Transport Company, 0723 561 913
  • Godfrey Mwachofi, Director, Mafrey Enterprise, 0727 150 723

Hobbies and Interests

  • Traveling to experience diverse cultures
  • Engaging in community service initiatives
  • Learning new languages for enhanced communication
  • Participating in team sports to promote teamwork

Projects

Demonstrated strong organizational and time management skills while managing multiple projects with competing deadlines. Provided professional support in a dynamic work environment, enhancing team collaboration and productivity.

Volunteer Experience

  • Implemented an office supply ordering system that reduced overhead and improved resource availability.
  • Established an organized documentation system that enhanced record-keeping efficiency by 40%.
  • Volunteer at local community centers, providing support in educational programs for underprivileged youth.
  • Assisted in organizing community clean-up events, enhancing local environmental awareness.
  • Former leader and member of the Music Festival Team at Ukia Girls' Secondary School (2014-2017).
  • Former member of the Volleyball Team at Ukia Girls' Secondary School (2014-2017).
  • Active participant in the JKUAT Poetry Club (2019-2022).
  • Led a product team for a company between August 2020 to January 2021, focusing on collaborative project development.

Languages

  • English, Fluent
  • Swahili, Fluent

Achievements And Awards

  • Increased customer satisfaction ratings by 25% through effective communication strategies.
  • Achieved a 20% reduction in operational inefficiencies by streamlining administrative processes.
  • Spearheaded a financial reporting system that improved accuracy and timeliness of data analysis.
  • Led a cross-departmental initiative to optimize inventory management processes, reducing stock discrepancies by 40%.
  • Developed and executed a customer feedback program that improved service response time by 30%.
  • Received Employee of the Month recognition at Millennium Park Annex for outstanding customer service.
  • Successfully implemented customer service policies that improved service standards by 20%.
  • Completed over 1,200 invoices with 100% accuracy, enhancing financial record management.
  • Contributed to a seamless system migration by transferring data and documents efficiently.
  • Organized 5+ Public Sector Consultative Forums, enhancing stakeholder engagement and collaboration.

Timeline

Centralized Cargo Office Agent

Swissport Kenya Limited
02.2025 - Current

Accounting Assistant

Mafrey Enterprise
09.2022 - 12.2022

Attache

State Department for Planning (Monitoring & Evaluation)
05.2022 - 08.2022

Store Keeping Assistant/Front Office Clerk

Mombasa Cement Limited
08.2020 - 01.2021

Customer Service Representative

Millennium Park Annex Hotels
12.2018 - 05.2020

BACHELOR OF SCIENCE - ECONOMICS

JOMO KENYATTA UNIVERSITY OF AGRICULTURE AND TECHNOLOGY

KENYA CERTIFICATE OF SECONDARY EDUCATION -

UKIA GIRLS HIGH SCHOOL

KENYA CERTIFICATE OF PRIMARY EDUCATION -

NZWII PRIMARY SCHOOL

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