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, KENYA12.2020
KENYA CERTIFICATE OF SECONDARY EDUCATION -
UKIA GIRLS HIGH SCHOOL
MAKUENI11.2017
KENYA CERTIFICATE OF PRIMARY EDUCATION -
NZWII PRIMARY SCHOOL
MAKUENI11.2013
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