Joyce Nanzala Etyang
Nambale
Summary
Versatile Administration Officer skilled in managing diverse tasks and competing priorities on daily basis. Practiced at driving improvements to quality, productivity and service, demonstrated over 7 years of Office Administration and Customer service experience.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Administration Officer 1
COUNTY, GOVERNMENT OF BUSIA
04.2020 - 10.2022
- Handling public concerns and issues - Facilitating Citizens participation in development activities - Organizing and coordinating official events - Preparing guest list and seating arrangements - Coordinating arrangements for press coverage of official functions
- Ensuring efficient and effective communication with stakeholders and visitors to the office of the Governor and/or County Government
- Aided colleagues, managers, and customers through regular communication and assistance.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Drafted and distributed invoices for outstanding payments.
- Managed company schedule to coordinate calendar and arrange travel.
- Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
- Administered yearly budget to manage office requirements such as service contracts, postage costs and supply replenishment.
- Created, prepared, and delivered reports to various departments.
- Delivered performance reviews, recommending additional training or advancements.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
Customer Service Officer
SUNDA INTERNATIONAL, COMLAC COMPANY
Kisumu
02.2019 - 04.2020
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted company brand and unique offerings through personalized customer service.
- Assisted call-in customers with questions and orders.
- Established and accurately prepared customers accounts to complete new purchases.
- Set up service appointments to handle advanced technical concerns at customer locations.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Completed data entry to record call notes, suggestions and questions.
- Responded to customer calls and emails to answer questions about products and services.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Customer Service Supervisor
Mumias Sugar
Mumias
11.2015 - 02.2019
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Created, prepared, and delivered reports to various departments.
- Implemented feedback system for customers to provide comments and suggestions to improve service.
- Researched and corrected customer concerns to promote company loyalty.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Customer Service and Sales Executive
Mumias Sugar
Mumias
02.2013 - 11.2015
- Analyzed past sales data and team performance to develop realistic sales goals.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Developed sales strategy based on research of consumer buying trends and market conditions.
- Exceeded sales goals by implementing aggressive sales programs, overhauling processes and facilitating market development.
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Developed and implemented account management plans to establish customer satisfaction.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Prioritized helping customers over completing other routine tasks in store.
- Recommended complementary purchases to customers, increasing revenue.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Used in-store system to locate inventory and place special orders for customers.
- Developed strong rapport with customers and created positive impression of business.
Warehouse Clerk
Mumias Sugar Company
Mumias
06.2012 - 01.2013
- Simplified shipping and receiving processes for improved workflow.
- Communicated with teammates and supervisors to maintain smooth operations and quickly handle any issues impacting warehouse operations or customer satisfaction.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Completed cycle counts and monthly inventory.
- Utilized forklift and other warehouse equipment to safely load and unload pallets and containers.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Reviewed order data to verify transactions and shipping dates.
- Communicated with vendors and suppliers to verify timely delivery of goods.
- Analyzed data to prepare reports and identify process improvements.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
Education
BBA - Marketing
Jomo Kenyatta University of Agriculture &Technology
Kenya 04.2008 - 04.2011
High School Diploma -
Alphax College
Kenya 05.2007 - 08.2007
High School Diploma -
Gal-Tech I.T Solutions College
Kenya 01.2007 - 04.2007
Skills
Documentation and control
undefinedTimeline
Administration Officer 1
COUNTY, GOVERNMENT OF BUSIA
04.2020 - 10.2022
Customer Service Officer
SUNDA INTERNATIONAL, COMLAC COMPANY
02.2019 - 04.2020
Customer Service Supervisor
Mumias Sugar
11.2015 - 02.2019
Customer Service and Sales Executive
Mumias Sugar
02.2013 - 11.2015
Warehouse Clerk
Mumias Sugar Company
06.2012 - 01.2013
BBA - Marketing
Jomo Kenyatta University of Agriculture &Technology
04.2008 - 04.2011
High School Diploma -
Alphax College
05.2007 - 08.2007
High School Diploma -
Gal-Tech I.T Solutions College
01.2007 - 04.2007
Similar Profiles
CHRISTINE WANDERACHRISTINE WANDERA
Public Communication Officer at County Government of BusiaPublic Communication Officer at County Government of Busia
DOMINIC EDWIN MWANGADOMINIC EDWIN MWANGA
Deputy County Health Promotion Officer at BUSIA COUNTYDeputy County Health Promotion Officer at BUSIA COUNTY
Joan NalukwagoJoan Nalukwago
Caregiver at Busia Hope FoundationCaregiver at Busia Hope Foundation