SHEILA KIPRONO
Nairobi
Summary
Outgoing and hardworking professional accustomed to working with residents to address needs, maintain properties and drive profit and occupancy success. Skilled business manager and customer service expert with proven skills in operational and team leadership. Bringing 7 years of related experience combined with results-focused and quality-driven approach.
Overview
8
8
years of professional experience
Work History
Property Manager
Koibatek Limited
Nairobi, Kenya
03.2019 - Current
- Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
- Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria.
- Negotiated leases, rental agreements, and other contractual documents related to property management activities.
- Coordinated with vendors for the procurement of services such as repairs, renovations, landscaping.
- Ensured that all rent payments were collected on time by following up with delinquent tenants.
- Established policies regarding tenant relations and enforcement of rules and regulations within the properties.
- Processed evictions when necessary in accordance with state laws and procedures.
- Resolved tenant complaints quickly and effectively while ensuring customer satisfaction.
- Monitored market trends to ensure competitive pricing structures for units under management.
- Advised owners on potential improvements or investments that could increase the value of their properties.
- Organized regular meetings between owners and tenants to discuss any issues or concerns they may have.
- Developed marketing plans to promote vacant units through various channels such as online listings or print media ads.
- Analyzed market conditions regularly to identify opportunities for improving operational efficiency.
- Implemented cost-cutting measures where appropriate in order to reduce overhead costs without compromising quality standards.
- Evaluated current staff members' performance levels in order to determine training needs or staffing changes if required.
- Provided guidance and support to junior team members in order to facilitate their professional development.
- Met with prospective tenants to show property and assess applications or sign leases.
- Exercised direct supervision over property staff.
- Updated tenant and unit information to keep current in housing database.
- Worked with on-site and remote service providers to support tenants requesting accommodations.
- Cultivated rapport with clients to meet expectations for high-end event space rentals.
- Met with committees to discuss and resolve legal and environmental issues.
Customer Care Representative
Kenya Women Finance Trust
Nairobi, Kenya
09.2017 - 12.2018
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Built sustainable relationships of trust through open communication with customers.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Gathered customer feedback to suggest improvements for products and services.
- Processed orders accurately and efficiently according to established procedures.
- Created monthly reports summarizing customer service activities including number of calls handled, resolution rate.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Recommended potential products or services to management by collecting customer information and analyzing customer needs.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
- Provided training support for new hires related to customer service processes and procedures.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Provided feedback on customer service efficiency to deliver better support options.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
Office Administration Assistant
Grace of God Children Centre
Uasin Gishu, Kenya
09.2016 - 08.2017
- Organizing and maintaining filing systems, both manual and electronic.
- Answering telephones and directing calls to appropriate staff members.
- Greeting visitors as they enter the office.
- Providing administrative support to management team members.
- Ordering office supplies and equipment as needed.
- Managing incoming mail by sorting, distributing, scanning or archiving as required.
- Maintaining calendars for multiple staff members simultaneously.
- Processing expense reports according to organization policy.
- Proofreading drafts of documents prior to finalizing them.
- Dispersed incoming mail to correct recipients throughout office.
- Coordinated travel arrangements and completed expense reports for travel reimbursement.
Education
Bachelor of Arts - Economics and Sociology
Kenyatta University
Nairobi12-2016
Secondary Education
Kaptagat Girls High School
Elgeyo Marakwet12-2011
Primary Education
Cheptigit Primary School
Uasin Gishu12-2006
Skills
- Database Management
- Staff Management
- Property Management
- Marketing and Advertising
- Administrative Support
- Customer service-focused
- Communication Skills
Timeline
Property Manager
Koibatek Limited
03.2019 - Current
Customer Care Representative
Kenya Women Finance Trust
09.2017 - 12.2018
Office Administration Assistant
Grace of God Children Centre
09.2016 - 08.2017
Bachelor of Arts - Economics and Sociology
Kenyatta University
Secondary Education
Kaptagat Girls High School
Primary Education
Cheptigit Primary School
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