Sheila Wanjiku

• Manage inbound and outbound calls in a timely manner. E.g., managed approximately 35 incoming calls per day from customers.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed feedback system for customers to share their service experience, leading to actionable improvements.
• Analyzed customer service metrics to identify trends and develop strategies for improvement.
• Collaborated with product team to communicate customer feedback, resulting in product enhancements.
• Customized support strategies for high-priority clients to ensure their specific needs were met.
• Participated in training programs to enhance product knowledge and customer service skills.
• Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
• Coordinated with logistics department to expedite shipping for urgent customer orders.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Conducted training sessions for new hires, ensuring consistent level of service across team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.

• Schedule and coordinate meetings, appointments, and travel arrangements for supervisors and managers
• Trained 2 administrative assistants during a period of company expansion to ensure attention to detail and adherence to company policy
• Developed new filing and organizational practices, saving contracted labor expenses
• Maintain utmost discretion when dealing with sensitive topics
• Managed travel and expense reports for department team members
• Use advanced Excel and QuickBooks skills in creating reports
• Ensure the executives have schedules and keep them updated at all times.
• Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
• Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.

Engage with customers with customer, record feedback to sales executives on a daily basis

• Answered customers' questions or concerns related to a product and demonstrated good knowledge of the product (e.g., mobile phones, tablets, computers, and assorted accessories)
• Communicated and assisted customers in any way possible and as required
• Purchase and maintain office supply and inventory while adhering to budgeting practices
• Closed as many deals and transactions as possible
• Processed or helped process payments made by the customer - whether in cash, bank transfers
• Reported sales accurately
• Typed documents such as correspondence, memos, emails and prepared weekly reports for management
• Called regular patrons on the phone or other people at retails outlets or storage rooms.
• Provided exceptional administrative support for high-performing sales teams, enabling them to focus on selling and meeting revenue goals.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to products and services.
• Supported sales representatives with timely generation of accurate quotes, proposals, and contracts to close deals faster.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Manage inbound and outbound calls in a timely manner. E.g. , managed approximately 20 incoming calls per day from customers.
• Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
• Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
• Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
• Transcribed and organized information to assist in preparing speeches and presentations.
• Performed research to collect and record industry data.
• Surpassed team goals by partnering with colleagues to implement best practices and protocols.
• Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
• Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
• Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
• Facilitated timely delivery of special projects to meet organizational and departmental objectives.
• Opened and properly distributed incoming mail to promote quicker response to client inquiries.
• Liaised between clients and vendors and maintained effective lines of communication.
• Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
• Volunteered to help with special projects of varying degrees of complexity.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
• Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
• Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
• Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
• Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
• Assisted coworkers and staff members with special tasks on daily basis.
• Managed filing system, entered data and completed other clerical tasks.
• Facilitated cross-departmental communication, organizing meetings to discuss project progress and align objectives.
• Streamlined office operations, implementing digital file management systems to reduce paper use and increase efficiency.
• Facilitated training sessions for new software tools, increasing team productivity and reducing learning curves.
• Assisted in preparation of financial reports, gathering data that contributed to budgeting accuracy.
• Negotiated with vendors to reduce office supply costs, leveraging bulk purchase agreements.
• Enhanced office environment, organizing spaces for better workflow and employee comfort.
• Enhanced communication within office, establishing weekly newsletter summarizing key updates and achievements.
• Managed scheduling for executive team, balancing complex calendars to ensure optimal use of time.
• Improved staff morale by organizing recognition programs, acknowledging outstanding contributions and fostering positive work culture.
• Contributed to policy updates, researching regulations to ensure company compliance.
• Organized company events to enhance team cohesion, coordinating logistics and catering for over 50 participants.
• Improved document processing speed by introducing automated templates for routine correspondence.
• Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
• Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.
• Coordinated travel arrangements for staff, ensuring cost-effective and timely accommodations and transportation.
• Monitored office supplies inventory, ensuring availability of essential items without overstocking.
• Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines.
• Developed filing system for historical documents, preserving important company records and improving access to information.
• Conducted research for project proposals, compiling information that supported winning bids.
• Implemented new CRM system to track client interactions, improving response times and client satisfaction.
• Maintained inventory of office supplies and placed orders.
• Facilitated collaboration within team by organizing regular meetings and tracking project progress.
• Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
• Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
• Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
• Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
• Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
• Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
• Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
• Established administrative work procedures to track staff's daily tasks.