MERCY NZILANI MUSYIMI
Nairobi,30
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
People & Culture Operations Advisor
Inkomoko
10.2022 - Current
- Payroll Preparation: Managing the payroll processes, ensuring compliance with regulations, handling deductions and contributions, maintaining accurate records, and issuing monthly payslips.
- Employee Relations: Resolving concerns, facilitating communication between employees and management, promoting engagement, and providing guidance on people & culture issues.
- Onboarding: Offering support to new colleagues and ensuring they are fully immersed in our company system.
- Offboarding: Supporting with offboarding procedures, providing transition support, and continually improving processes.
- Staff Benefits: Administering employee benefits programs, coordinating with vendors, educating employees on benefits, managing enrollment, and monitoring costs.
- Employee Experience: Cultivating company culture, ensuring a positive workplace environment, and supporting employee development initiatives.
Customer Service and Administration Officer
Mulky Investments
10.2020 - 10.2022
- Handling customers' calls and concerns professionally and in a timely manner.
- Receiving and filing daily worksheets and receipts.
- Issuing and recording of receipt books and worksheets.
- Allocating shifts and off days for colleagues.
- Supporting the CEO in daily tasks & deliverables.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
Contact center agent
Absa bank of Kenya
01.2018 - 08.2020
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Managed high-stress situations effectively, remaining calm and professional while addressing escalated customer issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Recommended products to customers, thoroughly explaining details.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Sales and Marketing
Mulleys Supermarkets
10.2017 - 01.2018
- Collaborated with sales and marketing teams to forecast demand accurately, ensuring optimal stock levels.
- Boosted revenue generation by collaborating with sales and marketing teams to develop effective promotions.
- Collaborated with sales and marketing teams to develop effective strategies for targeting potential clients.
- Created sales and marketing tools, growing clientele and generating quality sales leads.
- Utilized customer feedback to refine sales and marketing strategies, ultimately leading to increased client retention rates.
Voter verification clerk
Independent Electoral and Boundaries Commission (IEBC)
01.2017 - 03.2017
- Door to door verification of citizens voting centers and identification of wrongly registered voters.
- Identifying and recording of wrongly captured voter data.
Industrial attachment
Water Resources Management Authority
08.2016 - 12.2016
- Payment Voucher Preparation
- Imprest processing
- Imprest Surrender processing
- Filling the documents
- Payroll preparation
- Cheque Writing
- Posting payments and receipts in the system.
Education
Bachelor of Commerce (Accounting option) -
Daystar University
Computer packages -
Eastern Kenya Integrated College
Kenya Certificate of Secondary Education -
Muthetheni Girls' High School
Skills
- Operational Efficiency
- Operations coordination
- Planning and coordination
- Analytical Thinking
- Human relations
- Logistics Management
- Business Forecasting
Mobile Number
- 0710727779
- 0732068699
Skills And Areas Of Expertise
- Accounting - proficient in the preparation of statements and reports On other accounting practices.
- Auditing - To audit an organization's finances and be aware of the roles of auditors.
- Business Administration and Management - possess know-how in Strategic Management, human resource management, Organizational culture, business law, economics, and other business management and administration areas.
- Communication - Excellent and effective in communication and relate and work very well with people from different cultures and backgrounds.
References
- James Tama, Private label manager-Majid Al Futtaim Hypermarkets KENYA, 0700123387, tamamjames@gmail.com
- Edna Odallo, Chief executive officer- Afriscope research, 0722462494, Oneeya@gmail.com
- Jackline Mbatia, Supervisor-Absa bank contact centre, 0722943126, Jackline.Mbatia@absa.africa
Languages
English
Proficient
C2
Swahili
Proficient
C2
Timeline
People & Culture Operations Advisor
Inkomoko
10.2022 - Current
Customer Service and Administration Officer
Mulky Investments
10.2020 - 10.2022
Contact center agent
Absa bank of Kenya
01.2018 - 08.2020
Sales and Marketing
Mulleys Supermarkets
10.2017 - 01.2018
Voter verification clerk
Independent Electoral and Boundaries Commission (IEBC)
01.2017 - 03.2017
Industrial attachment
Water Resources Management Authority
08.2016 - 12.2016
Bachelor of Commerce (Accounting option) -
Daystar University
Computer packages -
Eastern Kenya Integrated College
Kenya Certificate of Secondary Education -
Muthetheni Girls' High School
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