MERCY WAMBUI WAIRIMU
Communication specialist
Nairobi,30
Summary
Analytical and detail-oriented professional with extensive experience in Humanitarian, child specialist, administration, customer service, and payment operations. Skilled in planning, coordinating, and supporting daily operational functions, with a proven track record of maintaining detailed records, generating reports, and multitasking within fast-paced environments. Proficient in Microsoft Office Suite, Customer Relationship Management (CRM), and various operational systems like the START in the USRAP program.
Key competencies
.....................................................................
Consistently maintains detailed records with precision, ensuring data accuracy and generating insightful reports that have supported strategic decision-making processes.
Coordinates tasks efficiently and multitasking effectively within fast-paced environments, demonstrating the ability to prioritize responsibilities and adapt seamlessly to changing demands.
Possesses advanced skills in the Microsoft Office Suite, leveraging features in Word, Excel, Outlook, and PowerPoint to streamline processes, enhance productivity, and create impactful presentations.
Proficient in utilizing CRM systems, such as Salesforce, to manage customer relationships and leverage data for improved service delivery with exposure in 3CX and ExLight systems for efficient communication management.
Exceptional telephone etiquette and communication skills, adeptly handling a high volume of calls with professionalism, clarity, and a customer-centric approach.
Personable and adept at building rapport with clients and colleagues, fostering positive relationships and contributing to a collaborative work environment.
Possesses excellent typing speed and accuracy, coupled with experience in transcription tasks, facilitating precise documentation of meetings and interviews.
Overview
21
21
years of professional experience
Work History
Senior Case Processor/Communication Specialist
Church World Service, RSC Africa
10.2023 - Current
- Responsibilities
- 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.
Customer Service Representative
Church World Service, USRAP
07.2022 - 10.2023
- And Responsibilities
- 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
- Other experiences
Customer Service
02.2019 - 07.2022
- Operations/Upesi Money Transfer: 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.
Call Centre Agent/Shop & Deliver
Roamtech Solutions Limited
07.2016 - 02.2019
- Resolved persistent customer issues in a professional manner, taking ownership of queries and proactively following through to resolution
- I 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.
Operations and Admission Manager
Evelyn College of
01.2014 - 06.2016
- 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.
Business Development Executive
Country Vacations International Limited / Nairobi
09.2012 - 12.2013
- Collaborated closely with internal teams to identify market opportunities and capitalize on them effectively
- A key aspect of my role involved ensuring 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).
Customer Care Representative
Fun City Lamcy Plaza
Dubai
09.2010 - 01.2011
- Responsible for delivering exceptional customer service experiences to ensure customer satisfaction and loyalty
- I efficiently resolved customer complaints and concerns in a timely manner, demonstrating a keen understanding of customer needs and preferences.
Assistant Secretary
Mukami Mwangi
06.2004 - 07.2010
- Managed office operations, including handling correspondence, scheduling appointments, and organizing files, contributing to the smooth functioning of the organization
- Efficiency and success of the firm during my tenure.
Education
Diploma - Office Management and Secretarial Practice
Reeswood Secretarial College
2004
Kenya Certificate of Secondary Education (K.C.S.E - undefined
Uthiru High School
2000
Kenya Certificate of Primary Education (K.C.P.E - undefined
Kibiciku Primary School
1996
Advanced Computer Skills - undefined
2004
Skills
Attention to detail
Teamwork and collaboration
Customer service
Data entry experience
Work Preference
Work Type
Part TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceFlexible work hoursTimeline
Senior Case Processor/Communication Specialist
Church World Service, RSC Africa
10.2023 - Current
Customer Service Representative
Church World Service, USRAP
07.2022 - 10.2023
Customer Service
02.2019 - 07.2022
Call Centre Agent/Shop & Deliver
Roamtech Solutions Limited
07.2016 - 02.2019
Operations and Admission Manager
Evelyn College of
01.2014 - 06.2016
Business Development Executive
Country Vacations International Limited / Nairobi
09.2012 - 12.2013
Customer Care Representative
Fun City Lamcy Plaza
09.2010 - 01.2011
Assistant Secretary
Mukami Mwangi
06.2004 - 07.2010
Diploma - Office Management and Secretarial Practice
Reeswood Secretarial College
Kenya Certificate of Secondary Education (K.C.S.E - undefined
Uthiru High School
Kenya Certificate of Primary Education (K.C.P.E - undefined
Kibiciku Primary School
Advanced Computer Skills - undefined
Similar Profiles
Leon MahuloLeon Mahulo
INTERPRETER SUPPORT ASSISTANT at Church World Service RSC AfricaINTERPRETER SUPPORT ASSISTANT at Church World Service RSC Africa
Egbert KyaruziEgbert Kyaruzi
RESETTLEMENT EXPERT at Church World Service/Resettlement Support Center Africa (CWS/RSC) Africa Regional Deployment Unit (ARDU)/UNHCRRESETTLEMENT EXPERT at Church World Service/Resettlement Support Center Africa (CWS/RSC) Africa Regional Deployment Unit (ARDU)/UNHCR
Oliver OchiengOliver Ochieng
Safety and Security Assistant at Church World Service (CWS)-RSC AfricaSafety and Security Assistant at Church World Service (CWS)-RSC Africa
Humphrey Maina MHumphrey Maina M
Network and Programs Coordinator – MEL & Programs at Arigatou International – GNRCNetwork and Programs Coordinator – MEL & Programs at Arigatou International – GNRC
Rosalia NjugunaRosalia Njuguna
Airport Service Agent at Kenya AirwaysAirport Service Agent at Kenya Airways