Tracy Mwikali Muya
Professional
Nairobi
Summary
Professional office support specialist with proven ability to manage administrative tasks efficiently and enhance workplace productivity. Strong focus on team collaboration, with adaptability to meet changing needs. Known for reliability, effective communication, and proficiency in scheduling, data management, and customer service, ensuring smooth operations and achieving results. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Trustworthy Teller skilled in working in customer-focused work environments. Offering strong knowledge of banking products and services. Dependable and punctual with outstanding mathematical aptitude.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Office Assistant
Parliamentary Service Commission
07.2024 - Current
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Expedited document processing with accurate data entry and timely filing.
- Supported executive staff with well-prepared reports, presentations, and meeting materials.
- Managed incoming and outgoing correspondence, ensuring prompt and accurate delivery of information.
- Ensured timely completion of projects by coordinating resources across multiple teams effectively.
- Improved office supply inventory management, reducing unnecessary expenditures by regularly auditing and ordering supplies.
- Coordinated meeting schedules and logistics, leading to smoother operations and better time management.
- Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
- Monitored and tracked budgets and expenses.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Utilized office management software to record and track customer information.
- Input data into spreadsheets and databases.
- Assisted in preparation of reports and presentations, which contributed to informed decision-making processes.
- Enhanced document management efficiency, digitizing paper records and establishing easy-to-navigate filing system.
- Facilitated better customer service by promptly addressing inquiries and concerns via phone and email.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Supported onboarding process for new hires, enhancing their integration into team with comprehensive orientation sessions.
Customer Service Representative
MICKLINK MARKETING SERVICES LTD
01.2023 - 04.2024
- Addressing customer issues and resolving them in a timely and efficient manner.
- Ensuring a smooth and optimal experience for the customer.
- Working with different departments to make sure swift action is taken.
- Handling inbound calls via phone calls to resolve issues.
- Handling outbound calls to prospects to generate interests in our products and services.
- Troubleshoot problems and drive solutions.
- Collect prompt and accurate customer feedback.
- Mastered the use of different CRM tools for instance, Zoho desk, Zendesk, Profits (HFC), Helpdesk (HFC), SAP platforms.
- Competent technical Knowledge.
- Tracking customer service KPIs and metrics.
- Maintaining a customer satisfaction rate of 95% for the entire duration of employment.
- Solving 20-30 tickets daily.
- Carry out retention calls with unsatisfied customers, convincing 20% of them to keep using the company.
- Building trust with the customers by responding efficiently and effectively to customer needs.
- Kept accurate records of customer interactions and corresponding cases.
Sales Executive
MICKLINK MARKETING SERVICES LTD
02.2021 - 12.2022
- Customer service.
- Driving sales on our real estate portfolio and acquiring new real estate clients.
- Managing day-to-day offices activities.
- Conducting market analysis to identify new real estate trends.
- Mastered the use of different sales software’s for instance; sales force
- Rent collection from our clients’ portfolio on property management.
- Expanding the variety of real estate options by collaborating with partners such HFC, Added Value Group and Saada Residency.
- Petty cash management and reconciliation.
- Social Media Management.
- Email Marketing.
- Cold Calling 20+ potential clients daily, with a closing rate of 10%.
- Sent 100+ cold emails daily, managing to set up calls with 5% of the recipients.
- Securing Saada Residency Off plan project in 2024.
- Selling two affordable apartments in Pangani working with Added Value Group, the Nairobi Metropolitan Services and Urban Housing Renewal Development LLP Affordable Housing Programme.
- Advertising various products offered in partnership with Nation Media Group.
Acting Bank Operations Manager
HFC Bank
05.2020 - 12.2020
- Managed branch operations and supervised staff for a period of 8 months.
- Cash and account Management.
- Bank reconciliations and confirmations with General ledgers.
- Petty cash management.
- Collaborated with the sales team to prepare schedules and track progress.
- Assisted in resolving customer issues and achieving business objectives.
- Ensure excellent customer service experience.
- Collaborated with the branch team to develop best practices for successful banking operations.
- Delegated tasks to the operation team.
- Inform customers if they have issues with their accounts. Update customers with the new products that are brought in by the company
- Support the business operations that occur daily in the Branch business.
- Achieve my target in contributing to shape the branch business in the Coast Region
- Deeper understanding in aspects of collaboration and drove continuous improvement such operation efficiency and optimizing processes.
- Management of Risk.
- Improved methods of increasing scalability and growth.
- Ensured regulatory compliance.
- Retaining the old customers by informing them with the new products being offered.
- Handling customer problems with precision and effecting on them
- Achieved set targets in profitability, operations and a good customer base.
Operations Teller
HFC Bank
06.2016 - 04.2020
- Increase the company’s customer base by involving them in transacting, saving, loans, building homes and ensure the customer is always comfortable
- Inform customers if they have issues with their accounts. Update customers with the new products that are brought in by the company
- Support the business operations that occur daily in the Branch business.
- Achieve my target in contributing to shape the branch business in the Coast Region
- Handle accounting for the bank in over the counter transactions, reconciliations, reports.
- Trained and supervised three other cashiers over the five years in the company.
- Attained the target of increasing the number of customers in our region.
- Retaining the old customers by informing them with the new products being offered.
- Handling customer problems with precision and effecting on them
- Creating a friendly environ for the employees and the customers.
- Achieved set targets in profitability and a good customer base.
- Handled accounting for the bank.
Internship
HFC Bank
01.2016 - 05.2016
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Managed over 50 customer calls per day.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
- Enabled more organized inventory system by cataloging company assets.
- Participated in planning and execution of community outreach programs, strengthening community relations.
Education
Certificate - Supply Chain Management
Graffins College
Westlands, Nairobi Province, Kenya11-2023
Bachelor of Arts - International Relations
United States International University
Nairobi, Nairobi Province, Kenya01.2015
International Certificate - Digital Literacy 1 and 2
International Computer Driving License
Nairobi, Nairobi Province, Kenya01.2011
International Certificate - Digital Literacy 1 and 2
Alliance Francais
Nairobi, Nairobi Province, Kenya01.2011
Kenya Certificate of Secondary Education - undefined
Bristar High School
01.2010
Kenya Certificate of Primary Education - undefined
Makini Primary School
01.2006
Skills
Establishing strategic relationships
Database administration
Distributed computing expertise
Strategic marketing planning
C programming skills
Administrative support
Detail-oriented data management
Time management
Meeting planning
Front office management
Customer relationship management (CRM)
Supply management
Travel coordination
Cash handling and management
Fraud detection
Relationship building and management
Teamwork and collaboration
Risk management evaluation background
Analytical skills
References
- Fredrick, Kang’ethe, Mr, firaki@usiu.ac.ke, +2540203606595, United States University
- Michael, Musyoka, Mr, mmichaelmusyoka@yahoo.com, 0711727395, Micklink Marketing Services Ltd, P.O. Box 16158-80100
- Anthony, Mugendi, Mr, anthony.mugendi@gmail.com, +254722978546, Finance and Operations Director Charlotte East Africa Ltd
COMMUNITY INVOLVEMENT / ACTIVITIES
Took part in a Community Service at Mama Fatma’s Children’s Home in Kasarani., Joined The Volunteer Service Overseas (VSO)
Timeline
Office Assistant
Parliamentary Service Commission
07.2024 - Current
Customer Service Representative
MICKLINK MARKETING SERVICES LTD
01.2023 - 04.2024
Sales Executive
MICKLINK MARKETING SERVICES LTD
02.2021 - 12.2022
Acting Bank Operations Manager
HFC Bank
05.2020 - 12.2020
Operations Teller
HFC Bank
06.2016 - 04.2020
Internship
HFC Bank
01.2016 - 05.2016
Kenya Certificate of Secondary Education - undefined
Bristar High School
Kenya Certificate of Primary Education - undefined
Makini Primary School
Certificate - Supply Chain Management
Graffins College
Bachelor of Arts - International Relations
United States International University
International Certificate - Digital Literacy 1 and 2
International Computer Driving License
International Certificate - Digital Literacy 1 and 2
Alliance Francais