MARTHA WAMBUI NJUGUNA
NAIROBI
Summary
Developed versatile administrative skills within dynamic office environment, excelling in communication and organizational tasks. Demonstrates proficiency in managing schedules, coordinating meetings, and providing exceptional customer service. Seeking to transition into new field where these transferable skills can drive operational success and client satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Front office Administrator
Milestone Institute of Professional Studies
10.2024 - 03.2025
- I oversaw scheduling, maintained office supplies, and managed correspondence and filing systems
- Additionally, I provided administrative support to staff, coordinated meetings, and ensured smooth daily office operations while maintaining a professional and organized front desk environment
- Managed front office operations, ensuring a welcoming environment for clients and visitors alike.
- Responded to inquiries from callers seeking information about the institution and courses offered.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues through a proactive approach with a CSAT of over 85%.
Customer service representative
CCI KENYA
11.2023 - 03.2024
- As a Customer Service Representative at CCI Kenya, I managed customer inquiries, resolved complaints, and provided tailored solutions to ensure satisfaction.With that i accomplished as rated with KPI (CSAT) of 92%.
- I handled account management, processed transactions, and maintained accurate records, demonstrating strong communication and problem-solving skills
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Attachee
Deputy County Commissioner's office
05.2023 - 08.2023
- As an attachee at the Deputy County Commissioner's Office, Thika West, I assisted in administrative and clerical tasks, including managing correspondence, filing official documents, and maintaining accurate records
- I supported the coordination of public service initiatives, helped organize meetings and community outreach programs, and facilitated communication between government departments and the public
Facilitator
Taifa Teule leadership Experience Program
01.2023 - 04.2023
- I contributed to content development by preparing training materials and facilitating interactive sessions focused on leadership principles and personal development
- My role involved monitoring participant engagement, providing constructive feedback, and helping individuals set actionable goals to enhance their leadership journeys
- This experience strengthened my organizational, mentorship, and public speaking skills while reinforcing my passion for empowering others to achieve their full potential with over 90% success rate thus igniting prowess to the Trainees.
- Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
Secretary
Ethical Leadership and Governance Club
02.2022 - 01.2023
- As Secretary and an active member of the Ethical Leadership and Governance Club, I was responsible for organizing and documenting meetings, preparing agendas, and maintaining accurate records of club activities and decisions
- I coordinated communication among members, managed correspondence, and ensured timely dissemination of information
- Additionally, I contributed to planning and executing events, workshops, and initiatives that promoted ethical leadership, good governance, and social responsibility
Trainee Facilitator
Taifa Teule leadership Experience Program
09.2022 - 12.2022
- I played a key role in guiding participants through leadership development activities, fostering teamwork, and promoting effective communication skills
- I assisted in coordinating workshops, managing group discussions, and providing mentorship to help participants build confidence and leadership capacity
- Additionally, I supported the planning and execution of program events, ensuring a positive learning environment that encouraged personal growth and collaborative problem-solving
- Learned new materials, processes, and programs quickly.
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
Education
BA - PUBLIC ADMINISTRATION AND GOVERNANCE
MOUNT KENYA UNIVERSITY
Thika , Kiambu County12-2023
KENYA CERTIFICATE OF SECONDARY EDUCATION (KCSE) -
DANDORA SECONDARY SCHOOL
11.2019
KENYA CERTIFICATE OF PRIMARY EDUCATION (KCPE) -
SAFARI EDUCATIONAL CENTER
11.2015
Skills
- Reception duties
- Calendar management
- Customer engagement
- Administrative support
- Office administration
- Time management
- Report preparation
- Verbal communication
Accomplishments
- Collaborated with team of 6 team members in the development of school Marketing department, that led to customer enquiries and retention leading to over 50% growth rate of students.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Certificate in Computer Packages, Dandora Green Light Vocational Training Center
- Certificate in Youth Governance, Taifa Teule Leadership Experience Program
- Certificate in Lead Self Pillar, Lapid Leaders Africa Program
Personal Information
- Date of Birth: 01/03/02
- Nationality: Kenyan
Hobbies and Interests
- Adventure
- Leadership
- Reading books
Languages
English
Full Professional
Kiswahili
Professional Working
French
Elementary
References
1. Mr.Hagai Ooko
Centre Manager at Milestone Institute of Professional studies.
+254714639308
2. Mr.Modern Agufa
Principal at Milestone Institute of Professional studies
+254723692149
3.Mr.Brian Robert Ngara
+254713093046
Interests
Adventure
Reading
Timeline
Front office Administrator
Milestone Institute of Professional Studies
10.2024 - 03.2025
Customer service representative
CCI KENYA
11.2023 - 03.2024
Attachee
Deputy County Commissioner's office
05.2023 - 08.2023
Facilitator
Taifa Teule leadership Experience Program
01.2023 - 04.2023
Trainee Facilitator
Taifa Teule leadership Experience Program
09.2022 - 12.2022
Secretary
Ethical Leadership and Governance Club
02.2022 - 01.2023
KENYA CERTIFICATE OF SECONDARY EDUCATION (KCSE) -
DANDORA SECONDARY SCHOOL
KENYA CERTIFICATE OF PRIMARY EDUCATION (KCPE) -
SAFARI EDUCATIONAL CENTER
BA - PUBLIC ADMINISTRATION AND GOVERNANCE
MOUNT KENYA UNIVERSITY
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