Administrative Coordinator Office Support

www.linkedin.com/in/watitwa-joselyne-******a*.

Mobile: +254-*********.

Email: **********@*****.***.

As a seasoned Professional with a robust business administration, customer service, project coordination and team Leadership background, I am a driven and results-oriented professional. With exceptional communication, ability to work in a fast-paced environment and people skills, I have successfully developed and executed impactful operational strategies that have yielded significant improvements in efficiency, confidentiality and cost savings. As a collaborative and adaptable team player, I thrive in dynamic environments and possess a keen eye for detail, allowing me to multitask and exceed expectations efficiently. My passion for learning and embracing new challenges further underscores my commitment to achieving excellence in all that I do.

• Highly organized.

• Microsoft Office skills.

• Procurement and planning.

• Team Leadership.

• Calendar Management.

• Deadline driven.

• Communication Skills.

• Stakeholder Engagement.

• Project Coordination.

• Time Management.

• Office Management.

• Extremely flexible

• Problem-Solving.

• Adaptability.

• Collaboration.

• Attention to Detail.

• Commitment to Learning.

• Highly confidential

Key Responsibilities

• Developed and executed operational strategies aligned with organizational objectives to enhance efficiency and productivity.

• Managed budgets and resources effectively to optimize operational performance and ensure cost- effectiveness.

• Cultivated strong relationships with clients and stakeholders to understand their needs and ensure satisfaction.

• Managed the planned activities calendar of the year ensuring all activities are implemented as planned. JOSELYNE WATITWA

Profile

Key Skills & Competencies

Professional Experience

March/2023 to Date: Office Manager/Executive Assistant, HassConsult Real Estate.

• Oversaw supply chain logistics, including procurement and distribution, to streamline processes and minimize costs.

• Identified opportunities for process improvement and implemented measures to enhance operational effectiveness.

• Implemented and managed operational processes and workflows to enhance efficiency and customer satisfaction, ensuring compliance with company policies, procedures, and quality standards.

• Provided insights and recommendations to senior management based on operational data and analysis to support strategic decision-making.

• Collaborated with internal teams and external partners to address operational challenges and drive mutual success.

• Monitored key performance indicators, prepared regular reports, and conducted performance reviews to track progress and identify areas for improvement.

• Accelerated the appointment system by incorporating an interactive calendar, resulting in hassle-free appointment scheduling.

• Coordinated all travel arrangements by procuring visas, flight tickets, accommodation, and other related procedures.

• Developed an effective communication system of managing information by regularly updating files and databases.

• Tracked and followed-up on commitments made by the Directors to ensure deadlines are met and achieved.

Key Responsibilities

• Prepared regular reports and presentations for senior management, highlighting project progress, challenges, and recommendations for improvement.

• Coordinated with internal and external stakeholders to ensure smooth implementation of operational activities and timely resolution of issues.

• Monitored supply chain and logistics functions to ensure timely delivery of materials and resources for project implementation.

• Identified areas for improvement and implemented strategies to enhance operational efficiency and effectiveness.

• Ensured compliance with relevant policies, procedures, and regulations to maintain project integrity and accountability.

• Collaborated with cross-functional teams to address operational challenges and achieve project objectives.

• Contributed to developing and implementing monitoring and evaluation frameworks to assess project impact and effectiveness.

• Conducted regular performance assessments and provided feedback to team members to support professional development and growth.

• Participated in capacity-building initiatives to enhance team skills and competencies in operations management and project implementation.

• Maintained accurate documentation and records of operational activities, ensuring transparency and accountability in project execution.

• Upheld a culture of continuous improvement, innovation, and learning within the operations team to drive project success and sustainability.

• Led and mentored operations staff, fostering a culture of excellence, accountability, and teamwork. 5/2017 to Dec/2022: Operations Manager, Qzone Integrated Pest Management - Nairobi

• Created workable Standard Operating Procedures that improved office efficiency.

• Provided leadership in the aspect of Performance direction, goal clarification, communication, engagement, ethics, commitment & energy.

• Implemented customer care strategies that aligned with overall business objectives.

• Analyzed market trends and customer feedback to continuously improve service delivery.

• Set clear, achievable goals for the customer care team, ensuring alignment with company targets.

• Evaluated the effectiveness of training programs and made improvements based on feedback and performance metrics. Ensured that refresher training is conducted to enhance the skills of Customer service staff.

• Successfully resolved 90% of customer complaints daily, escalated unresolvable issues to relevant departments and followed up for maximum customer satisfaction.

• Maintained above 90% CSAT and NPS rating for a 3-year period as a customer care team leader.

• Monitored and reported on the performance of customer care strategies, adjusting as necessary to meet objectives.

• Oversaw day-to-day operations of the customer care team, ensuring high-quality service delivery.

• Initiated an effective daily reporting system regarding daily activities hence improving office operations.

• Developed and maintained effective security measures both for the premises and staff.

• Successfully implemented customer metrics/insights, KPIs and processes.

• Coordinated and planned both domestic and international travel arrangements for staff and other executives.

• Raised Customer agent’s retention rates by over 50% for a period of 4 years through implementing coaching and mentorship activities that improved staff performance.

• Forecasted and managed the customer care budget, ensuring cost-effective operations, Monitored and controlled expenses, identifying opportunities for cost savings without compromising service quality.

• Reduced time spent on daily inventory by regularly reorganizing physical storage of supply and stock for merchandise.

• Identified bottlenecks, found solutions, facilitated and implemented process improvements. 2/2009-12/2016: Office Administrator-Beacon of Hope (NGO)

• Developed efficiency-enhancing workflow/process improvements that made it possible to accommodate increasing responsibilities necessitated by staff reductions.

• Assisted in procuring visas and work permits for incoming visitors.

• Decreased expenditures by 15% through implementing inventory controls and standardizing ordering procedures.

• Provided backup support to other departments, which was highly admired by the team members.

• Accelerated the appointment system by incorporating an interactive calendar, resulting in hassle-free appointment scheduling.

• Collaborated with other departments of the company to centralize the database for easy retrieval of information.

• Effectively analyzed and handled confidential information and sensitive materials.

• Planned and scheduled office events.

• Oversaw special projects and tracked towards completion.

• Helped in Human Resource department by assisting new employee onboarding, enrolling in medical schemes and other related matters.

1/2013 – 3/2017: Customer Service Branch Manager, Airtel Kenya. 5/2006-10 /2008: Executive Assistant to the MD-Bushman Hunting Safaris-Tanzania.

• Provided administrative support to the Executive Directors in a timely and courteous manner.

• Arranged for and managed material for the Directors meetings with staff and clients which requires initiative, industriousness, and the ability to work to tight deadlines.

• Researched, prioritized, and followed up on issues and concerns for the director.

• Utilized fast and accurate touch-typing skills to record minutes in shareholder and board of directors’ meetings.

• Planned international and local travel bookings and accommodation.

• Competently coordinated correspondence, calls, conference calls, and managed both internal and external communication on behalf of MD.

• Coordinated high-level internal/external meetings and communicating on behalf of the MD to government officials, Partners and other stakeholders.

• Established organization and file-management system for the office key documents, in coordination with operations, finance, and other departments.

Education

• June 2013 Certificate in Project Monitoring and Evaluation

• Jan 2012 Certificate in Customer Care at EACATI Training Institute.

• Aug 2007 Certificate in Computer applications at Murvy College.

• Jan 2004 - Oct 2006- Higher Diploma in Business Administration.

• Jan 2000-Apri 2002- ECK (Electoral Commission of Kenya)

• June1996 - Oct 1998 Diploma in Front Office Operations at Kenya Utalii Institute.

• KCSE Grade C+ - Chwele Girls High School.

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