CYMPKIN LIHAVI WENDO

MOBILE: +254-*********, P.O. Box 367**-***** Nairobi-Kenya, Email: adjope@r.postjobfree.com

** *****’ EXPERIENCE IN ADMINISTRATION, CLIENT RELATIONS, OPERATIONS AND SALES AND MARKETING

CORE COMPETENCIES AND SKILLS

Full Range Administrative Skills Sales and Marketing Problem Solving Skills

Customer Service Operations Management Report Writing Skills

Logistics/Itinerary Management Basic Financial Skills Filing and Record-Keeping

KEY PROFESSIONAL ACHIEVEMENTS

1. Achieved high client retention and satisfaction rate and received bonus for highest customer appreciation

reviews due to exceptional customer care at Reform LTD.

2. My better understanding of physiological aspects of human body led to better understanding of First Aid.

3. Achieved knowledge in real estate law and tender process preparation.

4. Knowledge in operating systems like Freshdesk,Zendesk,CRM,Ezee,Mindbody and All Ms Package.

PROFESSIONAL EXPERIENCE

Receptionist-cum-Administrative officer Jun 2018 – Nov 2020

Reform Cycling and Strength Studio (Fitness Studio)

4 direct reports

Duties and Responsibilities

1. Administration and Operations Duties

• Processing all payments on sold merchandises, packages, rented equipment, bookings, and cancellations

charges and processing Mindbody, ETR/PDQ receipt.

• Ensuring payment to all monthly service providers, amenities,purchasing miscellaneous items, maintaining

inventory of studio supplies and overseeing ongoing projects in the studio or product delivery.

• Ensuring cleanliness and caution for accidents or disease spread and prompt renewal of studio licenses.

• Handling petty cash, filing & sending daily report to management; banking of cash & cheques at C.O.B.

• Maintaining the filing system for both cloud on Mindbody and physical files are in order.

• Managing and flight changes, cancellation or booking for the founder of the studio.

• Reporting any odd activity/incidences/security breaches that may occur at the studio to management.

• Training new/temp personnel on front desk duties in events one needs to take their annual/maternity leave.

2. Customer Service Roles

• Welcoming new /walk in clients by assisting with product/service education I.e. account creation, suitable

classes in accordance with health goals and prices in person through tele-conversation and social media.

• Resolving any concerns/complaints raised by clients and escalating the complex ones to management.

• Assessing, tracking, recording and updating any progress in the fitness of all clients on Mindbody system.

• Assisting in the update and acquisition of new content for reforms on social media platforms.

• Performing fast aid to any client in cases of injury and notifying their emergency contact immediately.

• Sourcing feedback from clients to ensure they are receiving quality work out experience from trainers.

3. Procurement of inventory and monitoring of monthly stock take

• Stock taking,organising,monitoring and reporting on stock sales and purchasing

Achievements

1. Increased number of new clients due to more registrations, professional sales pitch to walk-ins,

landlord/building management liaison, telephony and online clients, and learning clients’ needs and wants.

Customer Care Representative Apr 2016 – May 2018

Fusion Communications Systems Ltd (IT Solutions & Managed Service provider)

6 direct reports

Duties and Responsibilities

• Performing daily callback and account reconciliation; monitoring the status of wire and funds transfers.

• Reporting any suspicious or fraudulent clients/ money transfer management for proper legal action.

• Supporting clients by investigating, researching and resolving disputes, by clearing of any

pending/erroneously sent/cancellations of money transferred.

• Updating clients of any upgrades on the services offered, exchange rates, tours in different states and other

campaigns that come up occasionally and making welcome calls to new clients and basic service knowledge.

• Performing outbound call invitations and email correspondence to prospective clients on training and

product/service knowledge seminars and conferences; maintaining and upgrading client database reports.

• Providing the very best of telecommunication etiquette to all clients without prejudice.

• Documenting all call information according to standard operating procedures.

Achievements

1. Increase in client retention due to exceptional customer service.

2. Identified several fraudulent clients transactions and knowledge about the financial industry.

3. Additional training duties; ensuring new agents who came on board are product knowledge ready.

4. Promoted to account manager after 2 years for great product knowledge and service delivery.

Administrative Assistant/Personal Assistant to the C.E.O Oct 2014 –Jan 2015

Blackwealth Enterprises Ltd (Solar Energy brand provider/installer)

2 direct reports

Duties and Responsibilities

1. Executing and Implementing Directives from Directors and the CEO

• In the CEO’S absence, coordinated all activities at the office to ensuring smooth running of operations

managing both internal (staff) and external relations (clients).

• Managing the CEO’s diary accurately resulting to good communication & target achievement.

• Acting on the best interest of the CEO to the best interest of the organization and CEO.

2. Administrative/Operational Roles

• Maintaining professionalism, comfortable working area, and discrete documentation at all times.

• Managing communications via email/ telephone & sales calls from interested clients.

• In charge of petty cash and within the organization and travel logistics and management of all staff.

• Checking, applying and negotiating with contractors where necessary in bid of tenders ensuring proper and

quality product/service delivery till the very end of the project.

• Assisting in the managing of staff payroll, Human Resource,contractor contracts and rent /amenities

payment

• Handling all statutory documents and payments of recurrent administrative costs-rents, rates and suppliers.

3. Procurement of inventory and monitoring of monthly warehouse stock take

• Ensuring adherence to proper procurement guidelines and accountability.

• Maintaining proper office control & security of stock, office equipment, keys at all times.

Achievements

1. Part of the head team that helped the company acquire tender through preparation of tender and timely

delivery of tender documents to provide and install solar lighting In an area in Kisumu.

2. Procurement and inventory knowledge; preparation of invoices and Purchasing orders.

Administrative Assistant Feb 2011 – Aug 2014

Great Wall Chinese- English Communication Institute (Language training institute)

Duties and Responsibilities

• Generating corporate and individual leads/prospects and servicing language translation interpretation needs.

• Providing all necessary materials to potential clients/students interested in learning Chinese / English and

creating service awareness on the languages’ merits.

• Maintaining office stationery, inventory and payments of all school operational bills and expenses.

• Organizing multicultural Chinese-Kenyan language exchange programs.

• Ensuring all students adhere to school contract and conduct and resolving conflicts/issues on timely basis.

• Ensuring all new programs introduced by management run smoothly and with the required quality.

• Coordinating internships for students wishing to perfect their Chinese by working for Chinese companies.

• Organizing travel and events to foster learning more about the Chinese culture.

Achievements

1. Organized the collaboration of USIU and the institute students attending cultural martial arts events.

2. Collaborated with small Chinese supermarkets to allow students to intern and improve the spoken Chinese.

3. Increased student registrations by promoting benefits of learning Chinese to walk-ins, callers or online users.

Receptionist/Personal Assistant to the Director Sep 2007 –Feb 2011

Chinese Centre for Promotion of Investment Development & Trade in Kenya (Trade and Real Estate)

(4 direct report)

Duties and Responsibilities

• Handling assignments from the Finance, Property and Legal department the Director from time to time.

• Arranging travel logistics for Board of Directors and advising on laws/restrictions of destinations.

• Organizing, attending and ensuring the Director is well prepared for meetings.

• Screening telephone calls, enquiries and requests, and handling them professionally.

• Replying to emails and letters, taking minutes and writing reports and memos.

• Preparation and renewal of ID cards, work permits and health insurance for expatriate staff appropriately.

• Negotiating rates with tenants on premises for leasing and preparing letters of offer for lease agreement.

• Assisting in general repairs and maintenance duties by liaising with relevant engineers and contractors.

• Assisting the Company Secretary/lawyers in drafting of legal documentation in regards to the operations of

the facility or any upcoming projects, accompanying them to court hearings and reporting to the Director.

• Preparing all tenants’ letters of offer upon agreement of sales rates before forwarding to Company

Secretary for lease preparation and registration.

• Preparing letters of offers to new tenants for lease acquisition which company lawyers take to Lands Office.

Achievements

1. Part of Lead team that collaborated with the Chinese consulate and embassy to create Chinese festival

events at china Center which brought Kenyan and Chinese communities together

2. Part of lead team that helps follow up and transcribe legal court documents to the directors in Kenya and

china which made it easier for the Chinese directors to understand Kenya legislation rulings.

Other Relevant Experience

• B.P.O Executive – Customer Support, Wananchi Group Ltd, Apr – Aug 2015

• Sales Representative: Gilat and Eureka Exhibition, Nov 2005 – May 2006

EDUCATION AND PROFESSIONAL QUALIFICATION

• Diploma in Business Management: St. Paul’s University (Nairobi), 2016

• Kenya certificate of Secondary Education (K.C.S.E): St. Deborah High School, 2005

PERSONAL QUALITIES AND ATTRIBUTES

Empathetic Smart working Flexible

Passionate Reliable Tenacious

LEADERSHIP EXPERIENCE

• Team leader in several groups at St. Paul’s University and trained staff on product knowledge at Reform Ltd

and Fusion Communications Systems Ltd.

REFEREES

James Wambu, Caroline Wanja Augustine Oluoch

Operations Manager, Administrator, High Value Retention Manager

Black Wealth Enterprises Ltd. Reform Ltd, Wananchi Group Ltd,

Tel:+254********** Tel: +254********* Tel: +254*********

adjope@r.postjobfree.com adjope@r.postjobfree.com adjope@r.postjobfree.com

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