SHELMITH WAIRIMU NDUHIU
Nairobi
Summary
Results-driven professional with experience in refugee resettlement, customer service, and sales. Skilled at managing high-volume caseloads, training teams, and enhancing process efficiency. Demonstrated ability to achieve KPIs in client-facing positions while maintaining humanitarian and compliance standards in diverse cultural settings.
Overview
9
9
years of professional experience
14
14
years of post-secondary education
Work History
Caseworker
Church World Service
06.2023 - 03.2025
- Conducted 100+ resettlement interviews quarterly (in-person and remote) across Sub-Saharan Africa, accelerating case progression by 20%.
- Trained 10+ new staff on field processing best practices, reducing onboarding time by 25%.
- Verified applicant identities and cross-checked biographic data, achieving 98% data accuracy on case files.
- Managed and hired 20+ interpreters through CMS, ensuring 100% compliance with linguistic standards.
- Authored 30+ deferral/informational memos to UNHCR, streamlining inter-agency communication.
- Supported USCIS adjudication rides by preparing eligibility cases with >95% approval rates.
- Reduced data entry errors by 15% through detailed Quality Check reporting and case auditing.
- Monitored case progress for timely completion and compliance with applicable regulations.
Customer Service Agent
Lipa Later Ltd
10.2019 - 05.2023
- Handled 50+ customer queries daily, maintaining a 92% first-call resolution rate.
- Increased customer satisfaction scores by 18% through personalized product recommendations.
- Processed and updated 5,000+ customer records with high accuracy.
- Generated weekly service reports and presented insights to management, informing service improvements.
Sales Executive
Zenko Kenya Ltd
08.2017 - 07.2019
- Grew territory sales revenue by 30% within 12 months through strategic retail outreach.
- Secured 100+ new retail accounts, exceeding monthly sales targets by an average of 15%.
- Consistently ensured 98% product availability by negotiating retail listings and coordinating logistics.
- Tracked market trends and advised management on pricing and promotions.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
Customer Service Agent
Jumia Kenya
04.2017 - 08.2017
- Resolved 80+ daily queries via phone, email, and social media with a 95% customer satisfaction rate.
- Enhanced customer order tracking and reduced complaints by 20% by improving after-sales support.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
Customer Service Agent
Kilimall International Ltd
04.2016 - 11.2016
- Managed escalated customer issues and processed 300+ refund and exchange cases monthly.
- Resolved 90% of complaints within SLA timeframes, contributing to team performance goals.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Education
Bachelor of Arts - Economics and Sociology
Kenyatta University
01.2011 - 01.2015
Certificate - Computer Studies
Rware College of Accounts
04-2011
Certificate - Project Management
DisasterReady.Org
04.2001 -
Skills
- Database Management
- Counseling skills
- Interviewing skills
- Communication skills
- Analytical decision-making
- Data Analysis & Interpretation
Client relationship management
Problem identification and resolution
Interpersonal and written communication
Data retention management
Accomplishments
- Led error reduction efforts that improved refugee data processing accuracy by 15% at Church World Service.
- Exceeded customer retention and acquisition targets across three companies.
- Built efficient tracking systems that improved data access and case resolution times.
- Successfully onboarded and mentored junior staff, improving team performance by 30%.
Timeline
Caseworker
Church World Service
06.2023 - 03.2025
Customer Service Agent
Lipa Later Ltd
10.2019 - 05.2023
Sales Executive
Zenko Kenya Ltd
08.2017 - 07.2019
Customer Service Agent
Jumia Kenya
04.2017 - 08.2017
Customer Service Agent
Kilimall International Ltd
04.2016 - 11.2016
Bachelor of Arts - Economics and Sociology
Kenyatta University
01.2011 - 01.2015
Certificate - Project Management
DisasterReady.Org
04.2001 -
Certificate - Computer Studies
Rware College of Accounts
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