LENA LILLIAN N. ONSONGO
Customer Service, Accounts and humanitarian
Nairobi,Nairobi
Summary
An experienced and well-maintained professional having ample amount of knowledge in the humanitarian sector, Resettlement, Refugee Status Determination procedures where show casing skills in international NGO's in a multicultural environment, international legal framework governing refugees, asylum seekers and statelessness and having traveled to Zambia, Lusaka, Solwezi and Ethiopia Addis Ababa seeking an opportunity in the organization to use the interviewing skills and counseling skills and be able to contribute to the firm. Putting effort to learn the company's policies and make better decisions in the favor of the company. Motivated Caseworker with high-level integrity and strong desire to help resolve challenges. Compassionate and team-oriented individual offering extensive knowledge of services, treatment options and issue resolution methods for refugee cases. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Case Worker
CWS RSC Africa
Nairobi, Kenya
02.2023 - Current
- Interview 4 refugees per day and complete resettlement related casework in accordance with guidelines and standard operating procedures meeting minimum requirements.
- Planning and assigning work to colleagues both from Case Processing and Field processing for following day
- Liaising with library team on pulling files from library, collecting physical and electronic files from library and distributing work to colleagues
- Sharing work output report and progress with supervisor and manager on weekly basis
- Liaising with scheduling unit for good and ready cases to work on
- Training staff, providing feedback and support staff when required
- Completes and updates all case files and database records per USRAP guidelines
- Preparing cases for USCIS, including reviewing physical file and START database such as profiling exercises, BIAs , BIDs and file review
- Working with other Programs Departments as necessary to properly update cases
- Completing and updating all case files and database records
- Conducting file reviews in accordance with RSC and USCIS guidelines, paying close attention to detail
- Achieving and maintaining high standard based on thorough knowledge of, and adherence to, established standard operating procedures
- Conducting prescreening interviews
- Analyzing, evaluating and assessing eligibility of refugee applicants for adjudication by USCIS officers
- Assisting in adjudications Circuit Rides, which includes completing post adjudication review, updating fingerprints and preparing and distributing decision letters
- Learnt how to identify cases good for CIS review, run validations, print required documents, fill in tabs as required flag cases to caseworker for prep for morning of CIS
- During Zambia Lusaka Circuit Ride conducted resettlement interviews with refugee applicants, collected biographical information and established refugee claims, in dignified and professional manner
- Conducted in person Prescreening interviews per daily minimum requirements set in field processing department management in objective and dignified manner
- Collected all identity information including height, weight and photographs
- Assisted team mates in health screening and Refugee Survey
- Documented applicant's persecution claim.
- Coordinated vocational training opportunities for clients, leading to increased employment prospects.
- Provided crisis intervention services, ensuring safety and stability of clients during challenging situations.
- Assisted individuals with disabilities in accessing necessary accommodations within community, promoting increased independence and quality of life.
- Delivered ongoing support for families navigating child welfare system, contributing to successful reunification in multiple cases.
- Ensured adherence to state regulations by maintaining timely documentation and meeting reporting deadlines.
- Conducted thorough assessments to determine client eligibility for various programs and services.
- Implemented evidence-based practices in casework interventions, enhancing overall effectiveness of service delivery.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
- Provided crisis intervention and case management services to child, family and legal guardians.
- Mentored new caseworkers as they transitioned into their roles, providing guidance on best practices and procedures
- Reduced recidivism rates through effective case management and personalized support services
Customer Service Representative
M-Kopa Solar Limited
02.2021 - 01.2023
- Respond to over 90 customer queries on both inbound, outbound, and tasks
- Handle customer complaints, provide appropriate solutions and alternatives within recommended time limits, and follow up to ensure resolution
- Identify and access customers' needs to achieve satisfaction
- Build sustainable relationships with customers and trust customers' accounts through open and interactive communication
- Managing incoming calls and customer queries
- Follow up and resolving customer complaints in timely and professional manner
- Responding to clients concerns in appropriate and timely basis
- Record customers interactions and responses on service delivery on weekly basis.
- Provided coaching and mentoring to new hires, contributing to their successful integration amongst team members.
- Exceeded performance metrics consistently, earning recognition as top performer within team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and our company alike.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Financial Accountant
Galaxy ventures services
01.2014 - 12.2018
- Preparation of annual statements and analysis of financial statements
- Analytical thinking, planning, organizing, prioritizing and executing with pinpoint accuracy
- Preparation of monthly statements and budgets
- Analysis of revenues/expenses and other features to enhance work-flow of accounting department
- Established 100 percent financial goals for year and advised regarding progress
- Proven experience with application of spreadsheets
- Taking into account debtors' ability to pay outstanding invoices on time.
- Streamlined payroll processing through automation improvements resulting in reduced errors and increased efficiency.
- Maintained up-to-date knowledge of relevant accounting standards, ensuring full compliance with GAAP guidelines at all times.
- Analyzed financial data to identify trends and provided actionable insights for management, leading to improved business performance.
- Mentored junior staff members in accounting best practices, fostering talent development within our department.
- Increased financial accuracy by streamlining accounts receivable and payable processes.
- Simplified financial data presentation to non-financial colleagues, facilitating informed decision-making throughout entire organization.
- Managed tax compliance tasks, filing accurate returns on time to avoid penalties or interest charges.
- Reduced month-end closing time by optimizing reconciliation process for bank and credit card accounts.
- Implemented tighter internal controls, reducing instances of fraud or misappropriation of company funds.
- Assisted in annual audit preparations, ensuring smooth process with no major discrepancies found.
- Identified cost-saving opportunities through thorough budget analysis and expense tracking.
- Improved cash flow management with timely invoicing and efficient collections practices.
- Analyzed and prepared annual budgets to contain costs, minimize losses and assure compliance with internal controls.
- Trained employees on established practices and accounting protocols to eliminate workflow snarls and tracking concerns.
- Controlled company expenses with skilled financial forecasting of metrics.
- Led daily general ledger entries, using double-entry accounting method and check backs.
- Organized budget documentation and tracked expenses to maintain tight business controls.
Sales Representative
Dstv Installations & Repairs
Nairobi, Kenya
08.2008 - 05.2009
- Expanded customer base through cold calling, networking, and relationship building.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Forged strong partnerships with industry influencers to elevate brand reputation within the market.
- Consistently met 100 percent or exceeded quotas by implementing strategic sales plans and effective time management.
- Streamlined sales processes by identifying inefficiencies and implementing improvements for enhanced productivity.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
Education
Present: Kenya College of Accountancy, Certified Public Accountant (CPA) course -Section 1 - Accounting
KCA UNIVERSITY
2009 - 2019: Catholic University of Eastern Africa, Bachelor of Commerce – Finance Option (2nd Class Honors) - Finance
Catholic University of Eastern Africa
Nairobi, 302004 – 2006: Bunyore Girls High School, Kenya Certificate of Secondary Education (K.C.S.E) B Plain. -
Bunyore Girls
KenyaSkills
Good typing skills of 35 wpm
Good knowledge of management software and usage of its tools
Knowledge with Microsoft office kit – MS Excel, MS Word, Power Point, and Excel
Client interaction
Highly effective communication
Interpersonal and written communication
Regulatory Compliance
Conflict Mediation
Client Advocacy
Records Management
Case information confidentiality
Records Management
Family engagement
Websites
Key Competencies And Skills
- Work independently, confident and desire to exceed expectations
- Take initiative in the development and completion of projects.
- Leads others and address issues as they arise.
- Excellent market and industry knowledge in customer service.
- Good analytical and planning skills.
- Good accuracy and attention to details.
- Analyze, solve complex problems and make sound decisions
- Excellent judgement according to the situation.
- Excellent oral communication and interpersonal skills
- Online and offline training skills
- Work well as a team in a multi-cultural environment while maintaining a high level of motivation.
- Knowledge of USRAP and resettlement processes.
Personal Information
- Age: 34
- Gender: Female
- Nationality: Kenyan
Language
English and Kiswahili
References
- LUCY GATHURU, FIELD PROCESSING SUPERVISOR, RSC Africa, USRAP, +254.709.161.000, +254.20.444.150/3, lgathuru@cwsafrica.org
- SHEILA LUBIA, SENIOR CASEWORKER, RSC Africa, USRAP, +254.709.161.000, +254.20.444.150/3, slubia@cwsafrica.org
- KEZIAH NDINI, SENIOR HRBP, M-KOPA SOLAR LIMITED, 0713227380
Timeline
Case Worker
CWS RSC Africa
02.2023 - Current
Customer Service Representative
M-Kopa Solar Limited
02.2021 - 01.2023
Financial Accountant
Galaxy ventures services
01.2014 - 12.2018
Sales Representative
Dstv Installations & Repairs
08.2008 - 05.2009
Present: Kenya College of Accountancy, Certified Public Accountant (CPA) course -Section 1 - Accounting
KCA UNIVERSITY
2009 - 2019: Catholic University of Eastern Africa, Bachelor of Commerce – Finance Option (2nd Class Honors) - Finance
Catholic University of Eastern Africa
2004 – 2006: Bunyore Girls High School, Kenya Certificate of Secondary Education (K.C.S.E) B Plain. -
Bunyore Girls