MERCY WAMBUI WAIRIMU

• Company Overview: RSC Africa - USRAP
• Implements efficient work plans based on daily unit reports, resulting in streamlined operations and improved productivity
• Leads key projects within Case Processing, overseeing workflow planning, providing strategic direction, and conducting quality control checks, resulting in enhanced efficiency and accuracy
• Collaborates with supervisors to develop and deliver tailored training sessions based on pipeline review, enhancing team capabilities and ensuring adherence to best practices
• Reviews and updates cases, ensuring detailed preparation for the next stage of processing, leading to smoother transitions and reduced processing times
• Provides guidance to staff on processing inquiries, ensuring strict adherence to integrity and compliance guidelines, thereby maintaining high standards of quality and regulatory compliance
• Actively participates in process reviews, contributing insights and recommendations for improvement, while also undertaking additional duties as assigned to support organizational objectives
• Counseling and assisting applicants in signing the refugees consent forms from the accompanying parent
• Drafting and reviewing of best interest Determination (BIDs) for orphan minors undergoing USRAP process
• RSC Africa - USRAP

ACCOMPLISHMENTS:

• Managed to send 17 congressional email to congress men in the year 2024.
• Managed to train 16 new staff in the year 2024.
• Was able to train as a First Aider and registered with Kenya Red cross.

• Company Overview: Humanitarian - USRAP
• Maintained high performance standards by carefully adhering to company and partner policies and procedures, ensuring strict compliance with current processing eligibility criteria, and upholding the USRAP compliance and integrity module
• Successfully completed all tasks related to outbound and inbound calls, ensuring adherence to USRAP compliance and integrity guidelines, and promptly addressing abandoned or dropped calls in alignment with company Standard Operating Procedures
• Corresponded with refugee applicants via phone, providing accurate information and addressing inquiries while strictly adhering to USRAP compliance and integrity guidelines
• Demonstrated proficiency in handling safety and protection concerns raised by callers, responding calmly and appropriately to ensure caller well-being
• Achieved and maintained minimum requirements for inbound and outbound calls, quality calls, and percentage of calls resolved on the first attempt, contributing to overall call center objectives
• Managed large volumes of inbound and outbound calls in a timely manner, ensuring efficient and effective communication with refugee applicants
• Utilized communication response templates and call scripts to ensure consistency and accuracy when addressing various inquiries
• Gathered refugee applicant information by answering telephone calls, verifying biographical information, and fielding inquiries to facilitate streamlined processing
• Performed additional duties and special assignments as needed to support the efficient operation of the call center at RSC Africa
• Humanitarian - USRAP

• Managed and escalated customer issues beyond FCR by effectively utilizing CRM systems, conducting thorough investigations into delays in mobile wallet and bank transactions, and collaborating with compliance teams to ensure adherence to KYC and due diligence processes

• Resolved persistent customer issues in a professional manner, taking ownership of queries and proactively following through to resolution
• Played a key role in notifying management of negative trends and urgent issues, facilitating timely actions when required from higher levels of authority, thus contributing to overall customer satisfaction and retention

• Maintained accurate accounting and cashier systems, ensuring timely collection of tuition and admission fees from students
• Supported with implementation of security systems to safeguard institution merchandise and developed and managed the workforce to ensure quality work progress

• Collaborated closely with internal teams to identify market opportunities and capitalize on them effectively
• Ensured a seamless customer experience by resolving queries promptly on first contact and upholding the commitment to resolving escalated cases within defined service level agreements (SLAs)

• Responsible for delivering exceptional customer service experiences to ensure customer satisfaction and loyalty
• Efficiently resolved customer complaints and concerns in a timely manner, demonstrating a keen understanding of customer needs and preferences

• Managed office operations, including handling correspondence, scheduling appointments, and organizing files, contributing to the smooth functioning of the organization