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MERCY KAGENDO NDWIGA – CV .

+*** (0-726-****** adjovq@r.postjobfree.com

P.O BOX 46417 – 00100 Nairobi

Skills highlight.

Competent & results oriented Professional with expertise in; Office Administration, Executive Office Management, FOSO & Loans / Credit operations and Customer service / experience management

Experienced in providing excellent customer service and general administrative support to ensure smooth running of day-to-day Office activities.

Skilled at carrying out a variety of administrative / secretarial tasks including managing an active calendar of appointments, scheduling minutes, preparing agendas and talking points on behalf of the CEO / MD and domestic travel arrangement among other Secretarial tasks.

Expertise in operating switch board – delivering a friendly, efficient Customer service while creating a warm and welcoming atmosphere for Clients.

Experienced in Loan / Credit operations - Marketing of loans, loan appraisals, deposit mobilization, collections, portfolio management, Credit monitoring and Control, Financial risk assessment and reporting.

Telephone handling, questioning and listing skills with ability to manage anger / stress from difficult clients.

Ability to manage competing time demands for multiple projects within given timeframes.

Proficiency in using Microsoft Office applications / managing Clients databases using Microsoft Access and use of multiple tabs / browsers to handle Customer enquiries.

Team player with ability to multi task, prioritize and work under pressure in order to meet tight deadlines in a multi-cultural Office environment.

Work experience.

PERSONAL ASSISTANT.

Zizu Investments Ltd June – October 2019.

Key contributions.

Managed the MD Diary / Calendar, scheduled meetings and ensured all necessary paperwork was prepared relating to the appointments / meetings where appropriate to ensure efficient Office operations.

Sourced and secured cost-effective travel agents and negotiated MDs Travels fares with airlines reducing travel expenditures by 40%.

Maintained effective administrative systems in the Executive Office such as records and database management, filing systems and ensure that they were safe, accessible and updated.

Met tight deadlines, prioritized multiple tasks and expectations, and maintained a sharp focus while managing competing priorities

Reception duties- welcomed visitors in the MD Office, answered and forwarded phone calls as appropriate, sorted and distributed mails and newspapers.

Introduced a user-friendly electronic filing system, which reduced file retrieval time in the MDs Office.

2

FOSO SUPERVISOR.

Comoco Sacco Jan - Dec 2016.

Key contributions.

Delivered business growth through cross selling FOSO products and managing operations to ensure member acquisition, retention and satisfaction.

Developed, implemented and executed strategic marketing plans for the FOSO in order to attract potential customers and retain existing ones.

Loan advisory services to members and customers on approved and rejected loans

Conducted market research on new products and services including competitor activity with a view to identifying emerging needs / demands and gauge customer satisfaction and recommend changes to products and services.

Monitored member satisfaction and ensured that customer’s suggestions, complaints and views were recorded and addressed.

Prepared monthly report on product / services consumption and advice CEO on the effectiveness of the FOSO business growth strategy.

Prepared reports such as reconciliation of various ledgers, overdrawn accounts, liquidity reports, gross interest margin, deposit growth projections, opened, dormant and closed accounts, maturing dates of deposits and product performance, etc.

Guided, trained, mentored and motivated FOSO staff to deliver on the approved strategic plan and targets.

Analysed employee job performance against plans, business results against targets and took the necessary action on variances.

ADMINISTRATIVE ASSISTANT.

Comoco Sacco Dec 2012 – Dec 2015.

Key contributions.

Successfully coordinated all office operations including phone operations, petty cash management, vendor and client relations, e-mail and mail correspondence.

Calendar management for the Managers and Board of Directors, drafting minutes, letters, memos, notices and travels arrangements ( domestic travels ) .

Organized management and Branch committee meetings at the Branch.

Served as the first point of contact for client inquiries. Answered queries from walk in Clients in order to retain and attract potential members.

Front Office Management. Ensured that the front office was kept clean, orderly and up-to-the required customer care standards.

Answered telephone calls, which consisted of multiple lines and extensions. Transferred

/directed calls to the party the caller requested /determined where the caller should be directed, based on information about the purpose of the call.

Received, registered and dispatched outgoing letters, packages and official correspondence while maintaining accurate tracking records.

Organized the filing and retrieval of files and documents in order to ensure that they were secure and accessible (Electronically & physically). 3

CREDIT OFFICER.

Comoco Sacco July 2010- Nov 2012.

Key contributions.

Reviewied loan applications to ensure that they were complete and accurate in accordance with the Credit policy.

Conducted Loans appraisals, processed and disbursed loans, loans monitoring & recovery, follow ups on arrears/ managed delinquent accounts.

Reviewied loan documents and liaised with internal and external parties to ensure proper and efficient delivery of credit administration duties.

Analyzed applicants’ Financial status, credit worthiness and property evaluations to determine feasibility of granting loans.

Generated loan reports e.g. loans issued, performing and non- performing, defaulters & recoveries.

Effective monitoring of loan repayments and mitigating risks related to defaults and periodically reviewing the loan portfolio to manage the PAR.

Maximized recoveries through Clients relationship management, maintained accurate register of defaulters and produced relevant and accurate reports on recovery.

Executed recovery and debt collection plans to maximize recoveries from written off accounts, and maintained a low net bad debt.

Ensured at any time the company portfolio at risk was below 3%, and collection rate of above 90%on monthly basis.

Monitored loan portfolio to ensure timely loan repayments and management of the portfolio at risk position within the desired level.

Other positions held .

Receptionist, Comoco Sacco . Sept 2009 – June 2010 .

Clerk / Receptionist, Electrocom Power International Ltd .March - June2009

Clerk, Kenya Power and Lighting Company, Sept -Dec 2007. Education.

Diploma in Business Administration, Nairobi Technical Training Institute, 2006-2008.

Certificate in Microsoft Office applications ( Ms Office ), Embu Agricultural Staff Training College .Jan – Feb 2005 .

Kenya Certificate of Secondary Education, Kangaru Girls. 2001- 2004 Other training / in-house training .

Certificate in FOSO operations .

Certificate in Customer Care.

Certificate in Microsaver Credit Management.

Certificate in Personal development and service skills. 4

Referees.

Mr. Richard Ombai Finance Manager - COMOCO Savings and Credit Society.

+254 (0-711-***-***.

Mr. Wilfred Njeru St. Mary’s Kigaa.

+254 (0-725-***-***.

Pastor Berdan Kariuki Free Charismatic Gospel Church

+254 (0-711-***-***.

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