FLAVIA NDUTA NYIKA

Tel; 071*******/078******* ad1o0c@r.postjobfree.com Nairobi, Kenya

SKILLS

EXPERIENCE

Customer care representative Jan 7 to date

ISON EXPERIENCE COMPANY –AIRTEL KENYA

Ensuring delivery of exceptional customer service to customers as per the respective client’s SLA

To assist, retain, acquire and recover customers

Exceptional selling skills, ability to handle difficult customers and/or overcome objections.

SKILLS ANDS ABILITIES ACQUIRED

Attention to Detail.

Active listening skills.

Improving Customer Experience.

Building Customer Loyalty.

Positive Attitude.

Time Management.

Interpersonal Skills.

Complaint Resolution.

Communication skills.

Patience.

Problem solving skills.

Organizational Skills.

Critical Thinking Skills.

Decision making skills.

Product knowledge.

MS Excel, PowerPoint, Word

Microsoft Office Skills.

DUTIES AND RESPONSIBILITIES

Answering questions about a company’s products or services

Processing orders and transactions

Resolving issues and troubleshooting technical problems

Delivering information about a company’s offerings

Providing proactive customer outreach

Ability to provide Proactive customer outreach that may include offering support before customers even ask for help.

For example;

through proactive chat

informing customers about real or potential product/service issues

monitoring brand mentions

engaging in customer conversations on social media

proactively asking customers for feedback

Handling customer complaints

Collecting and analyzing customer feedback.

Contract Engagement- HR Department 03/2021

KENYA RAILWAYS CORPORATION

Assisting and contributing to the HR department with administration work

Participating in the program intended to support and providing professional assistance as well to members of staff

Recording timesheets through capturing leave forms and sick sheets and updating them to current date for future reference

Performing and coordinating administrative functions in the organization

Contacting references and performing background checks

Conducting new employee orientations

Maintaining a registry system to ensure accurate filling and retrieval process of documents and records

Managing incoming and outgoing files in the movement register to ensure all files removed from registry are properly recorded in the master registry file

Sorting out mail and scanning the same to ensure electronic record in the workflow system

Regularly updating database with latest data or information from schemes

Recruitment and selection & Formulation of policies

Human Resources Intern 01/2019 - 08/2019

KENYA RAILWAYS CORPORATION

Other Positions Held

Sociology Intern, Nairobi outreach and Trust Services (NOSET)

HR Intern Dira HR solutions and consultancy firm

LANGUAGES

English Fluent Kiswahili Fluent

PASSIONS

Corporate Social Responsibility (CSR) Activities

Reading & Research

Mentorship

Travelling

SUMMARY

Self-driven and meticulous Human Resources & Administration professional with a vast experience in applying HR policies and guidelines through managing recruitment and onboarding, employee benefits, and compliance payroll management processes and HR records. Adept at ensuring both the employee and employer’s interests are well represented.

Moreover, I am a Proactive Leader with exemplary people skills, facilitates a team approach to achieve organizational objectives, increase productivity and enhance employee morale. Consistent track record of quickly resolving bottlenecks and reversing financial losses while running complex operations. Passionate executive who thrives on the opportunity to make a difference by producing sustainability in the workplace while simultaneously managing day-to-day activities. Manages operational standards through systems, processes, and protocols which save time, reduce costs, and improve efficiencies. Adept at structuring ideas and recommendations into written arguments and compelling solutions that facilitate effective strategy formulation and decision-making.

Risk Assessment

Talent Acquisition

Leadership

Administrative Support

Capacity Building

Human Resources Management

Training

Operations Management

Compliance

Strategic Planning

Networking

Performance Management

Agility

Strategic Planning

Customer Care

EDUCATION

Bachelor of Arts Degree (Communication & Sociology)

University of Nairobi

2013-2017

Diploma in Human Resource Management

University of Nairobi

2010 - 2012

Certificate in Personnel Management

University of Nairobi

2008 - 2009

Expertise in HR Policy Design, Implementation, and Enforcement

Employee Relations, Recruitment & Selection, Capacity Building and Development

Registry Management

Proficiency in HRIS Maintenance, Report Writing and Presentation

Project Management, Relationship Building, and Stakeholder Engagement

Target Delivery

Ability to uphold integrity and honesty within my line of work and maintain professionalism at all times

Emotional intelligence, self-awareness and respect for diversity and inclusion

STRENGTHS

Team spirit, Ownership & Commitment

Work collaboratively with partners and colleagues to achieve organizational goals; soliciting input by genuinely valuing others' ideas and encouraging team spirit, ownership & commitment. I am always willing to learn from others and I place team agenda before personal agenda.

Strategic Management

An excellent planner and strategy builder with experience creating detailed work plans, which identify and sequence activities needed to successfully complete the project.

Accountability

Take ownership of all my responsibilities and honor commitments. I also operate in compliance with organizational regulations and rules; supporting subordinates and providing oversight for delegated assignments

Leadership & Collaboration

A servant process-oriented strategic worker who successfully and effectively collaborates to set up process, oversee their execution crosscutting different departments and eliminate cultural and department bias

Excellent Communications and Interpersonal skills

Excellent written and verbal skills and able to relate and work well with others.

People and Team Management

Apt at leading cross-functional project teams and integrate their efforts to maximize operational efficiency.

Adaptability & Flexibility

Proven ability to remain tenacious under pressure while displaying fortitude

REFERENCES

NICHOLAS OPANDA

Human Resources Officer

Kenya Railways Corporation

071*******

ad1o0c@r.postjobfree.com

RICHARD OCHIENG

HIV & AIDS Specialist and Service

Provider

Nairobi Outreach Trust Services

072*******

ad1o0c@r.postjobfree.com

JULIUS OTIENO JUMA

Advocate

JJ& Associates Advocates

P.O BOX 521**-*****,

Nairobi

072*******

SPECIAL SKILLS

Excellent written and verbal communication skills

Good typing speed

A clear voice with a neutral accent, fluency in English and Kiswahili

Ability to work in a team environment

Ability to maintain a calm disposition in stressful work situations

Excellent work ethic and passion about customer experience

IT troubleshooting skills, understanding of IP networks

Proficiency in MS Office applications & social media skills .(Twitter, Facebook, Instagram)

Ability to work in shift in a 24/7 work environment including odd hours, weekends and public holidays

Contact this candidate