Personal Assistant Customer Care

CURRICULUM VITAE

PERSONAL DETAILS

NAME: DIANA A. OTTICHA

POSTAL ADDRESS: P.O. Box 102**-***** NAIROBI

TEL: MOBILE NO: 072*-****** or 072*-******

EMAIL ADDRESS: ************@*****.***

PROFILE

I have over ten years’ experience in Administration, Human Resources and Customer Care sectors.

It is my belief that employees perform better when they understand the goals of an organisation and so I use my people management skills to drive performance.

I also possess the following skills:

Knowledge of office management systems and procedures

Excellent planning, organization and time management skills with the ability to prioritize and work well under pressure

Attentive to detail, Ability to quickly and accurately collect and manage information and a good problem solver

Excellent written and verbal communication skills (English and Swahili)

High level of integrity

Good interpersonal skills who is flexible and able to adopt and relate to people of diverse backgrounds.

Computer Skills: Microsoft-Word, Microsoft-Excel, Microsoft- Access, Desktop Publishing using Adobe PageMaker, Graphical Illustration Using Corel Draw, Microsoft -Outlook Express, Email & Internet

KEY ACHIEVEMENTS

The proof of my success can clearly be seen in the significant improvements in Pembroke House compliance in all areas. This has been due to persistence on my part, and a willingness to overcome bureaucratic hurdles when presented with them.

In my previous Job, i prepared winning Proposals and Tenders which have won my company millions of dollars from organizations such as Kenya Wildlife, The United Nations, The Sudan Government, Kenya Shell, National Water and many more.

WORK EXPERIENCE

Company : Strathmore University

Year : Feb 2019 to May 2019

Job Title : HR Administrator

Handled all HR Administration duties.

Company : The Monarch Hotel, Kilimani Nairobi

Year : May 2018 to August 2018

Job Title : Personal Assistant

Handled all Personal Assistant and HR Administration duties.

Company : Pembroke House KET Ltd (British International School)- Gilgil

Year : Jan 2013 to January 2016

Job Title : Administration and HR Assistant

Roles:

Regulatory compliance i.e. negotiating and processing all Licenses, Motor Vehicles and Medical Insurance, NHIF, NSSF, NEMA and Lease agreements etc.

Responsible for Securing and Tracking approval for Work Permits, Special Passes, Alien’s Passes, Pupil Passes etc from Department of Immigration including Ministry of Education’s Vetting and TSC registration.

Part of the negotiating team for the bi-annual Union Collective Bargaining Agreement (CBA) and subsequent education and follow up with staff through the operation of a welfare committee.

Provided secretarial support by entering, formatting, and printing information i.e Employment contracts, letters etc; organizing work; answering the telephone; relaying messages; maintaining equipment and supplies.

Posted job adverts, organizing resumes and job applications, Scheduling job interviews and in interview process

Ensuring background and reference checks are completed

Maintains employee information by entering and updating employment and status-change data by developing and maintaining a filing system both electronic and manual

Maintains employee confidence and protects operations by keeping human resource information confidential

Keep records of disciplinary actions taken and make sure that accusation notes and final decisions letters are issued on a timely manner.

Maintains technical knowledge by attending educational workshops; reviewing publications.

Assist in the preparation of regularly scheduled reports by assembling, preparing, and analyzing data.

Welcomes new employees to the organization by conducting orientation, serving as a point person for all new employee questions and also assisted them with all paperwork: including but not limited to acquiring PIN, NHIF, NSSF, TSC numbers, Letter of Good Conduct.

Taking note on security matters that come up and sharing the same with the entire team where relevant on what to do and not to do when considering security in general.

Working with the Accounts Department to ensure accurate preparation of payroll each month by providing payroll information i.e time and attendance records and deductions and additions where necessary

Preparation and distribution of pays lips within the agrees timelines

Part of the team that enforced disciplinary procedures in accordance with labour laws

Coordinating internal & external trainings, keep training records, induction training for new employees. Chase DIT for training re-imbursements.

Oversight and extension of the annual appraisal process for senior and auxiliary staff

Keeping track of attendance records for staff

Synchronized activities to ensure proper inventory count and reporting are conducted regularly

Ensured Timely and accurate calculation of terminal dues

Contributes to team effort by maintaining quality service, following organization standards. And accomplishing related results as needed.

Preparation of employee related tax reports as well as assisting employees on iTax completion

Company : Safaricom Ltd, Nairobi

Year : Jan 2012 to January 2013

Job Title : Customer Experience Support

Handled customer inquiries, complaints, repaired trust, came up with ways for problem resolution and designed best-option solutions.

Company : Survplans Ltd, Nairobi

Year : May 2004 to December 2011

Job Title : Administrative Assistant

Roles:

Booking flights, arranging travel and accommodation for the Engineers

Receiving and Screening, transferring phone calls and taking messages

Organizing and maintaining Diaries and making Appointments

Responding to inquiries and first contact with the company visitors

Drafting routine correspondence to different organizations

Preparing Tender Documents

Organized and coordinated events and meetings by ensuring all logistics and the board room is set and meeting materials are ready

Placing Adverts in the newspapers

Handling confidential routine personnel matters including maintaining records and files

Handling incoming and outgoing mail and e-mails, faxes, typing, photocopying and scanning documents.

Drafting Reports, Taking minutes

Ensuring that all statutory obligations like monthly deductions of NHIF, NSSF and PAYE are remitted in time

Overview of Cash inflow and outflow (Petty Cash)

Preparation of leave schedule

Assist in the recruitment process and establish data banks for the company

Work with all departments and sections within the company to formulate and document Job Descriptions in line with the approved format.

Created and maintained computerized personnel information systems for accurate records and to generate information as a basis of decision

Company : Express Package Services Ltd:

Year : July 2001- December 2003

Job Title : Secretary/Receptionist

General Office Management and administration

Invoicing and bookkeeping

Petty cash management

Company: Beglin Wood Architects.

Year: 2000

Job Title: Secretary (Temporary)

EDUCATION

Course Currently Pursuing a Degree Course in Bachelors of Business Administration

College St. Paul’s University

Course: Advanced Diploma in Human Resource Management

College: Nairobi Institute of Business Studies (Institute of Commercial Management Examinations)

Year: September 2007- September 2008

Course: Desktop Publishing using Adobe PageMaker, Graphical Illustration Using

Corel Draw,

College: Computer Pride

Year: September 2006- December 2006

Course: Full Secretarial (Single and Group) Stage III KNEC Exams

College: Kitale Technical Training Institute.

Year: 1995-1997

High School: Chepareria Girls High School, West Pokot District.

Year: 1991-1994

Course: ‘O’ levels - Mean Grade C

Extra-Curricular Activities: I enjoy interacting with people, participating in Community Activities, Reading and Music.

REFEREES

Mr. Michael Amaru

Human Resource Manager

Pembroke House KET LTD

Tel 072*******

*********@*****.***

**@*************.**.**

Mrs. Mercy Njanga

Customer Experience Manager

Safaricom Ltd

Tel 072*******

*******@*********.**.**

*******@*****.***

Mr. Raphael Karanja

HR Business Partner

Strathmore University

Tel 072*******

********@**********.***

Contact this candidate