TERESIA NJERI NJAU

Work History

MEDIATOR

GABRIEL'S HOUSE OF SERENITY

KIAMBU , KENYA

02.2018 - Current

Employed proven conflict-resolution methods to alleviate grievances between parties.
Facilitated communication and collaboration among disputants using mediation methods.
Specialized in negotiation and resolution of environmental conflicts involving natural resource allocation and regional development planning.
Arranged appointments between parties for mediation.
Educated disputants on laws, regulations and procedures applying to cases and potential legal roadblocks for proposed solutions.
Prepared for hearings by reviewing laws and regulations.
Readied settlement paperwork for signature.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Understood and followed oral and written directions.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Demonstrated leadership by making improvements to work processes and helping to train others.
Prioritized and organized tasks to efficiently accomplish service goals.
Identified needs of customers promptly and efficiently.
Assisted with customer requests and answered questions to improve satisfaction.
Maintained updated knowledge through continuing education and advanced training.

Counselor

GABRIEL'S HOUSE OF SERENITY

KIAMBU , KENYA

01.2012 - Current

Helped clients find solutions by teaching appropriate intervention techniques.
Provided individual and group counseling to guide clients in areas of social and emotional needs.
Documented patient progress through counseling and interaction.
Worked with interdisciplinary team to develop individualized treatment interventions.
Acted as client advocate to resolve emergency problems in crisis situations.
Provided supervision and in-house activities to support program participants.
Documented meetings, interventions and contacts with clients to optimize care.
Identified clinical or case management needs to promote quality of care.
Evaluated patients to determine need for transfer to specialized inpatient mental health facilities.
Assigned group or family sessions to assist with modifying problem behaviors.
Interviewed consumers and families to determine eligibility for services.
Responded to crisis situations when severe mental health and behavioral issues arose.
Listened to personal stories, asked probing questions and offered knowledgeable advice for different situations.
Collaborated to set goals and outline steps to achieve objectives.
Referred individuals to outside resources and services for additional support.
Met with clients to understand individual needs and develop personalized counseling plans.
Counseled clients physical, mental factors impacting personal success.

CUSTOMER SERVICE REPRESENTATIVE

AGAKHAN UNIVERSITY HOSPITAL NAIROBI

NAIROBI, KENYA

01.2008 - Current

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Answered inbound calls, chats and emails to facilitate customer service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Developed strong customer relationships to encourage repeat business.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Consulted with customers to resolve service and billing issues.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Upheld quality control policies and procedures to increase customer satisfaction.
Fielded customer complaints and queries, fast-tracking for problem resolution.
Used proven techniques to de-escalate angry customers during telephone interactions.
Improved customer service wait times to mitigate complaints.

HOUSEKEEPER

AGAKHAN UNIVERSITY HOSPITAL. NAIROBI

NAIROBI , KENYA

07.1999 - 01.2002

Vacuumed floors and dusted furniture to maintain organized, professional appearance.
Used cleaning chemicals following proper guidelines.
Cleaned building floors by sweeping, mopping and scrubbing.
Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
Interacted pleasantly with clients and guests when performing daily duties.
Maintained and organized cleaning supplies stock.
Employed deep-cleaning techniques for areas in need of additional sanitation.
Emptied wastebaskets and disposed of soiled linens in guest rooms to reduce spread of germs and enhance freshness.
Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.
Returned rooms to occupant-ready status to satisfy future guests.
Reported maintenance concerns or repairs to appropriate supervisor for prompt remediation.
Dusted ceiling air conditioning diffusers and ventilation systems to improve airflow.
Requested maintenance orders to fix non-working equipment and address room damage.
Sanitized and cleaned sinks, mirrors, toilets and showers.
Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
Replaced sheets and pillowcases daily and used hospitality corners on beds to provide comfort for guests.
Adhered to daily cleaning schedules and updated as needed based on demand.
Maintained well-stocked and well-organized service carts to support efficient and timely cleaning services.
Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions.
Maintained clean floors throughout property by sweeping, scrubbing and waxing.
Communicated with customers about requests for additional supplies or cleaning services.
Supplied extra towels and toiletries when requested to optimize guest comfort.
Communicated with maintenance team on damages to repair.
Dusted and polished fixtures and cabinet hardware to maintain sparkling appearance.
Swept and damp-mopped private stairways and hallways.
Sorted and counted linens and organized in storage areas.
Inspected furniture for damage or stains in between guest stays.
Waxed and polished wood furnishings to restore faded appearance.

Summary

Overview

Work History

MEDIATOR

Counselor

CUSTOMER SERVICE REPRESENTATIVE

HOUSEKEEPER

Education

Bachelor of Arts - PSYCHOLOGY COUNSELOR

Skills

Languages

Timeline

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