LILIAN KIHONGE
HR
Nairobi
Summary
Proven problem-solver and adept in customer relationship management, my tenure at CCI-KENYA ,Kenya Airport Authority and Kenya Civil Aviation Authority significantly enhanced client satisfaction
Offering strong foundation in organizational and communication skills, eager to learn and grow in Human Resources environment. Delivers excellent customer service and administrative support, ensuring smooth daily operations. Ready to use and develop skills in data entry and scheduling in any role. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
6
6
years of professional experience
Work History
Call Center Representative
CCI-KENYA
05.2024 - Current
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Identified upselling opportunities to increase revenue generation.
- Given the role to be in charge of the team regularly
VIRTUAL ASSISTANT
IWorker
08.2021 - 12.2023
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
HUMAN RESOURCE ATTACHEE
KENYA CIVIL AVIATION AUTHORITY
01.2023 - 03.2023
- Facilitated efficient benefits administration by assisting employees with enrollment processes and promptly resolving issues or discrepancies that arose.
- Enhanced compliance with federal and state labor laws by conducting regular audits of HR processes and procedures, identifying gaps, and implementing corrective actions.
- Managed payroll processing activities accurately while ensuring compliance with federal regulations and company policies.
- Reduced turnover rates significantly by implementing effective retention strategies focused on employee recognition and professional development opportunities.
- Assisted in the development and implementation of effective diversity and inclusion initiatives to promote an inclusive work environment for all employees.
HUMAN RESOURCE ATTACHEE
KENYA AIRPORTS AUTHORITY JOMO KENYATTA INTERNATION
05.2019 - 08.2019
- Facilitated efficient benefits administration by assisting employees with enrollment processes and promptly resolving issues or discrepancies that arose.
- Enhanced compliance with federal and state labor laws by conducting regular audits of HR processes and procedures, identifying gaps, and implementing corrective actions.
- Assisted with the coordination of HR events and programs, promoting a positive workplace culture and boosting employee engagement.
- Managed payroll processing activities accurately while ensuring compliance with federal regulations and company policies.
Education
Bachelor of Arts - Human Resources Management
THE CO-OPERATIVE UNIVERSITY OF KENYA
Nairobi, Nairobi Province, Kenya 04.2001 - 12/2024
Diploma in Human Resource Management - Human Resources Management
THE CO-OPERATIVE UNIVERSITY OF KENYA
Nairobi, Nairobi Province, Kenya 04.2001 - 05/2018
Certificate in ICDL -
EAST AFRICA INSTITUTE OF CERTIFIED STUDIES
Nairobi, Nairobi Province, Kenya 04.2001 - 03/2018
Skills
Customer service
Customer relationship management
Call control
Data entry
Problem-solving skills
Quality assurance
Resolving issues
Inbound phone call management
Computer skills
Team player
Attention to detail
Human resources operations
Leadership
Payroll administration
Recruitment
Employee relations
Team building
Report preparation
References
BEATRICE ATULIA KENYA AIRPORTS AUTHORITY JOMO KENYATTA INTERNATIONAL AIRPORT (JKIA) HUMAN RESOURCE MANAGER
BEATRICEATULIA@KAA.GO.KE DAVID ETYANG SENIOR HUMAN RESOURCE OFFICER KENYA CIVIL AVIATION AUTHORITY
DETYANG@KCAA.OR.KE KRISTEN LAMBERT KRISTENLAMBERTCACG@GMAIL.COM (Virtual Assistant)
Timeline
Call Center Representative
CCI-KENYA
05.2024 - Current
HUMAN RESOURCE ATTACHEE
KENYA CIVIL AVIATION AUTHORITY
01.2023 - 03.2023
VIRTUAL ASSISTANT
IWorker
08.2021 - 12.2023
HUMAN RESOURCE ATTACHEE
KENYA AIRPORTS AUTHORITY JOMO KENYATTA INTERNATION
05.2019 - 08.2019
Bachelor of Arts - Human Resources Management
THE CO-OPERATIVE UNIVERSITY OF KENYA
04.2001 - 12/2024
Diploma in Human Resource Management - Human Resources Management
THE CO-OPERATIVE UNIVERSITY OF KENYA
04.2001 - 05/2018
Certificate in ICDL -
EAST AFRICA INSTITUTE OF CERTIFIED STUDIES
04.2001 - 03/2018