Summary
Overview
Work History
Education
Skills
Websites
Certification
Affiliations
Timeline
Generic

Leesa Wairimu Kagondu

Administration And Customer Experience Professional
Nairobi

Summary


Administrative professional with strong organizational skills and focus on efficient office management. Known for fostering team collaboration and adapting to changing needs to achieve results. Expertise in project coordination, scheduling, and maintaining accurate records. Reliable and results-oriented with proactive approach to problem-solving and process improvement.

Overview

14
14
years of professional experience
4031
4031
years of post-secondary education
5
5
Certifications

Work History

Administration Officer

Ascend Enterprises Limited
06.2021 - 01.2025
  • Facilitated the transition of company sub-contract payments from manual payment to automatic web-based payments through Mpesa Bulk Payment; this saved the company’s overall cost of labor payment transaction costs by 50%.
  • Spearheaded the development of the organization’s digital channels to improve the organization’s visibility, thus growing its customer base by 60%.
  • Facilitated and coordinated procurement for key projects of over KES 100 million.
  • Streamlined procurement processes, resulting in a 15% reduction in material delivery delays.
  • Developed the organization's customer service policy and health and safety policy; this led to an improvement in the company’s operations.
  • Received recognition for outstanding performance and dedication in all roles, consistently exceeding job expectations, and delivering results.
  • Oversaw daily office functions, including scheduling, correspondence, and document management, to support smooth operations.
  • Managed 50+ inbound calls daily, and responded to 80–100 internal and external emails, ensuring timely and effective communication with clients and staff.
  • Provided administrative support across 10+ concurrent projects, ensuring seamless coordination and progress tracking.
  • Oversaw accounts payable and receivable, processed invoices, and collaborated with the accounts department to ensure accurate financial reporting.
  • Managed the inventory of office and construction materials, reducing overhead costs by effectively tracking usage.
  • Enhanced communication between office staff, contractors, and clients, fostering collaboration and timely updates on project progress.
  • Assisted in the orientation of newly recruited staff in a bid to ensure their onboarding process is seamless.
  • Assisted in marketing efforts by participating in industry events and activities to promote the organization's services and management of social media channels.
  • Maintained compliance with site safety regulations by organizing employee certifications and preparing audit documentation.

Administration officer (intern)

Dedan Kimathi University of Technology
02.2020 - 06.2021
  • Improved document traceability and compliance through ISO-standard filing, resulting in smoother audit processes.
  • Contributed to successful external audit reviews by supporting timely documentation and coordination.
  • Ensured timely delivery of supplies through efficient requisition tracking, enhancing staff efficiency.
  • Fostered effective communication between administrative departments, reducing service delays.
  • Offered reception services to walk-in clients on queries regarding the university.
  • Compiled documentation for external audits, ensuring accuracy and readiness for regulatory review.
  • Supervised campus housekeeping and followed up on repairs, supporting a conducive academic environment.
  • Assisted in the requisition of official supplies and maintained the campus store, ensuring inventory readiness.
  • Updated students on new course offerings, promoting informed academic decision-making.
  • Organized and filed important and confidential documents in compliance with ISO certification standards.
  • Prepared minutes for student defenses and on-campus meetings, improving record-keeping.
  • Responded to client queries via email and phone, enhancing client satisfaction and service accessibility.

Customer Service Officer

First Community Bank Limited
12.2016 - 07.2017
  • Mentored and coached newly employed customer service officers.
  • Reduced dormant account ratios by the set 10% target per month.
  • Grew NFI's by 20% against the set branch target.
  • Contributed to the branch achieving an 85% green rating during internal audit checks.
  • Attended to customer queries and daily complaints, ensuring complaints were resolved promptly.
  • Complied with laid operational policies and guidelines throughout all transactions, resolved and escalated customer queries and complaints, and relayed timely feedback to ensure customer satisfaction and retention.
  • Received and assisted customers in opening, closing, and reactivation of dormant accounts.
  • Responded to email and phone correspondence from clients and staff professionally.
  • Updated customer information in the bank’s CRM system.
  • Maintained customer records by ensuring the utmost security and confidentiality.
  • Provided reports on customers' accounts status to management.

Teller

First Community Bank Limited
03.2015 - 12.2016
  • Paid out cash and debit account upon proper verification of the payment instruction.
  • Received cash, and credit the account upon proper verification of the deposit instruction.
  • Sold banker’s checks, foreign drafts, or telegraphic transfers from bank account holders.
  • Ensured that all charges and commissions related to the entries for the day are recovered the same day.
  • Examined checks for endorsements and verified other information, such as dates, bank names, identification of the persons receiving payments, and the legality of the documents.

Business Development Officer

First Community Bank Limited
03.2014 - 03.2015
  • Increased customer acquisition through targeted Islamic banking activations, improving regional market presence.
  • Provided timely reporting and financial proposal support for 20% of the financing line proposals allocated.
  • Implemented the bank’s sales policies and procedures at the regional level, ensuring consistent service delivery, and alignment with strategic goals.
  • Sensitized the community through market activations on the value of Islamic banking, increasing public awareness, and contributing to customer acquisition.
  • Collected and relayed customer feedback on bank services, resulting in improvements to customer experience, and influencing product development in collaboration with the Senior Manager, Retail & Business Unit.
  • Prepared daily, weekly, and monthly sales reports, enabling data-driven decision-making and performance tracking at the branch level.
  • Conducted account statistics and turnover analysis, and supported the preparation of financial line proposals during staff absences, ensuring continuity of service and minimal disruption to customer financing needs.
  • Participated in call visits for clients seeking bank facilities, helping to strengthen client relationships, and improve access to tailored financial solutions.

Direct Sales Representative

First Community Bank
06.2012 - 04.2014
  • I was tasked with prospecting and qualifying new account holders, maintaining existing customer clientele through regular customer visits, cross-selling bank products, both asset and liability-based, and preparing sales presentation templates.

Marketing Intern

Afya Sacco Limited
05.2011 - 08.2011
  • Assisted in mobilizing new members through field marketing and outreach programs targeting health sector professionals and institutions.
  • Supported the preparation and distribution of printed marketing materials, such as brochures, flyers, and posters, to promote SACCO products.
  • Conducted door-to-door and institution-based sensitization visits to promote savings and loan products.
  • Gathered feedback from members and prospects to inform product improvement and customer service delivery.
  • Assisted in compiling simple weekly reports on member registration, campaign feedback, and material usage.
  • Supported branding initiatives by ensuring promotional materials were well stocked.

Education

Master of Business Administration - Marketing

University of Nairobi
Nairobi, Kenya
12-2018

Bachelor of Business Administration - Marketing

Kenya Methodist University
Meru, Kenya
07-2012

Skills

  • Office Management
  • Project Management
  • Business Development
  • Customer Service
  • Event Management
  • Policy Implementation
  • Portfolio Management
  • Logistics Management
  • Communication
  • Budget & Expense Tracking
  • Team Leadership
  • Time Management
  • Employee Onboarding
  • Procurement and inventory control
  • Scheduling & Calendar management
  • Social Media Management
  • Client relationship Management
  • Reporting & Presentation
  • Microsoft Office Suite
  • Google Workspace
  • Canva
  • iMAL
  • Quickbooks
  • Trello
  • Video Conferencing Tools
  • Administrative Support

Administrative support

Certification

Virtual assistant by alX, Ongoing

Affiliations

Institute of Customer Experience

Timeline

Administration Officer

Ascend Enterprises Limited
06.2021 - 01.2025

Administration officer (intern)

Dedan Kimathi University of Technology
02.2020 - 06.2021

Customer Service Officer

First Community Bank Limited
12.2016 - 07.2017

Teller

First Community Bank Limited
03.2015 - 12.2016

Business Development Officer

First Community Bank Limited
03.2014 - 03.2015

Direct Sales Representative

First Community Bank
06.2012 - 04.2014

Marketing Intern

Afya Sacco Limited
05.2011 - 08.2011

Master of Business Administration - Marketing

University of Nairobi

Bachelor of Business Administration - Marketing

Kenya Methodist University

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Leesa Wairimu KagonduAdministration And Customer Experience Professional