PAUL MWANGI WANJOHI
Nairobi
Summary
A highly dedicated and results-driven Caseworker with extensive experience in refugee case processing, customer service, and data management. Proven expertise in collaborating with USRAP partners, conducting case reviews, quality checks, and security clearance updates, and ensuring compliance with USCIS adjudication standards. Adept at managing multiple projects in both office and field environments, maintaining accurate case records, and streamlining resettlement logistics. Strong background in customer relations, with a history of enhancing client satisfaction and retention. Holds a Bachelor of Commerce (Finance Option) from Kenya College of Accountancy University and has undergone specialized training in Refugee Case Processing, Data Management, and Customer Service Excellence. Passionate about delivering efficient, high-quality services while upholding integrity and professionalism.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Caseworker
Church World Service (CWS)
Nairobi, Kenya
10.2021 - 03.2025
- Refugee Case Processing – Expertise in handling and managing refugee cases, ensuring compliance with USRAP and USCIS guidelines.
- Data Management & Quality Control – Skilled in maintaining accurate case records, conducting quality checks, and ensuring data integrity.
- Project Coordination – Ability to manage multiple projects across office and field environments, ensuring the smooth execution of tasks.
- Compliance and Regulatory Adherence – Experience in ensuring security clearance updates, case documentation, and adherence to immigration policies.
- Internal and External Collaboration – Skilled in working with USRAP partners, government agencies, and other stakeholders to facilitate efficient case processing.
- Report Writing & Documentation – Proficient in compiling case reports, preparing travel documents, and maintaining detailed records for transparency.
- Problem-Solving & Decision-Making – Ability to identify issues, offer solutions, and make informed decisions to improve service delivery and operational efficiency.
- Proficiency in WRAPS and START systems – Experienced in using WRAPS and START for case management, record-keeping, and data retrieval.
- Collaborated with USRAP partners to ensure the smooth execution of field missions and refugee case processing.
- Managed multiple projects across office and field settings, serving as a key point of contact for case coordination.
- Conducted quality checks to validate data accuracy before USCIS adjudication, ensuring compliance with guidelines.
- Reviewed and prepared cases for pre-screening and USCIS interviews, facilitating efficient case processing.
- Maintained and updated case records in START, improving accessibility and retrieval efficiency.
- Assisted in pre-screening and adjudications circuit rides, following SOPs to support refugee applicants.
Case Processing Assistant
Church World Service (CWS)
08.2018 - 10.2021
- Processed refugee cases while ensuring adherence to RSC standard operating procedures.
- Maintained accurate case records in WRAPS, both digitally and physically, for seamless processing.
- Managed security clearance updates, ensuring compliance with partner agencies and guidelines.
- Handled medical records and updates, collaborating with partner organizations for smooth case progression.
- Verified and prepared travel documents for departing refugees, streamlining resettlement logistics.
- Conducted quality assurance checks, improving data accuracy and consistency across case records.
Customer Care Executive
Oxygen 8
03.2016 - 08.2018
- Provided exceptional customer service, handling inbound calls and social media inquiries with professionalism.
- Resolved customer concerns by identifying issues, offering solutions, and ensuring timely followups.
- Built and maintained strong client relationships, enhancing customer retention and satisfaction.
- Compiled and submitted daily reports on customer interactions, ensuring transparency in service performance.
- Managed and updated customer records, maintaining accurate and up-to-date account information.
- Conducted regular service tests, ensuring optimal performance and addressing any service gaps.
Education
Bachelor of Commerce - Finance Option
Kenya College of Accountancy University
01.2014
Kenya Certificate of Secondary Education -
Queen of Apostles Seminary School
01.2007
Kenya Certificate of Primary Education -
Dayspring Junior Academy
01.2003
Skills
- Refugee case processing
- Data management
- Quality assurance
- Project coordination
- Customer service and relations
- Regulatory compliance
- Interdepartmental collaboration
- Report writing and communication
- Problem-solving strategies
- Decision-making skills
- Proficiency in WRAPS and START systems
Certification
- Refugee Case Processing & Management Training
- Data Management & Quality Control Workshop
- Customer Service Excellence Training
References
Joyce Watoro, United States of America Embassy, Immigration Assistant
P.O. Box 606-00621, Nairobi, Kenya
Phone: +254 725 605 043
Email: joycewatoro@gmail.com
Cynthia Gachie
Former manager at Church World Service
P.O. Box 14176-00800, Nairobi, Kenya,
Phone: +254 720 378 987,
Email: cgachie@gmail.com
Timeline
Caseworker
Church World Service (CWS)
10.2021 - 03.2025
Case Processing Assistant
Church World Service (CWS)
08.2018 - 10.2021
Customer Care Executive
Oxygen 8
03.2016 - 08.2018
Bachelor of Commerce - Finance Option
Kenya College of Accountancy University
Kenya Certificate of Secondary Education -
Queen of Apostles Seminary School
Kenya Certificate of Primary Education -
Dayspring Junior Academy
Similar Profiles
Oliver OchiengOliver Ochieng
Safety and Security Assistant at Church World Service (CWS)-RSC AfricaSafety and Security Assistant at Church World Service (CWS)-RSC Africa
Felipe VilchesFelipe Vilches
IT Senior Specialist at Church World Service (CWS)IT Senior Specialist at Church World Service (CWS)
Aden AhmedAden Ahmed
Interpreter and Social Worker at Catholic Relief ServiceInterpreter and Social Worker at Catholic Relief Service