Office Manager

CURRICULUM VITAE.

Name:Joseline Naliaka Watitwa.

Nationality: Kenyan.

E-mail: adjtaw@r.postjobfree.com/adjtaw@r.postjobfree.com.

Mob no : 072*******/078*******.

PROFESSIONAL SUMMARY.

A dedicated Adminstrative and Customer service professional with more than 12 years experience handling a wide range of administrative, technical, executive-support and customer service tasks.Excel at resolving employer challenges with innovative solutions, systems and process improvements that increase efficiency, customer satisfaction and the bottom line.A skilled relationship builder with the proven ability to work with different personality styles with advanced computer skills in MS Office Suite and other applications/systems.

KEY SKILLS AND COMPETENCIES

Highly organized with superb time management skills.

Effective Communication skills both oral and verbal.

Office Equipment knowledge and management.

Excellent interpersonal skills.

Policies & Procedures Manuals.

Report & Document Preparation.

Use of ERP systems.

Highly analytical and very flexible.

Bookkeeping procedures.

Database creation and Records Management.

Meeting & Event Planning.

Microsoft Office proficiency.

Projects and tasks management.

CAREER HISTORY.

Company Airtel Kenya Networks.

Position Office Manager/Customer Service.

Duration April 2015-September 2020.

Singlehandedly developed and implemented an employee scheduling plan, consequently, increased work efficiency by 60%.

Duties.

Created workable Standard Operating Procedures that improved office efficiency.

Managed an effective information system with tact and diplomacy.

Successfully resolved 90% of customer complains on a daily basis,escalated burning 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.

Ensured the company facility was well secured and all amenities in order and in good working conditions.

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

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

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

Exceeded set retail targets for a period of 1 year and recognized by the employer as the best Office Manager for the store.

Went beyond my Office Management duties and redesigned customer service work stations in the region where by together with my team helped create awareness of the company products hence attracting more customers and increasing the company revenue.

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

Managed vendor relationships and tracked stock for supplies.

Assisted in marketing key company products and promotions.

Gathered data from customers and presented it to relevant departments for processing and action.

Coordinated and attended team meetings as scheduled.

Supported bugdgeting and book keeping procedures.

Ensured that the company was in compliant with local authority operating procedures by ensuring all licences were renewed on time.

Company Beacon of Hope –Kenya.

Position Office Administrator.

Duration Feb 2009-Jan 2015

Provided exceptional support to managers and co-workers, hence increased the overall efficiency by 30%.Collaborated with other departments of the company in order to centralize the database for easy retrieval of information. Was rated the best employee in the department for two years consecutively.

Duties.

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

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

Successfully managed drivers duty rota and their fleet of vehicles.

Effectively handled confidential information and sensitive materials.

Prepared presentations to donors and other stake holders.

Coordinated the team to deliver on set objectives of the strategic plan.

Ensured the office was clean and tidy at all times.

Maintained and monitored project plans and work schedules.

Prepared monthly reports and submitted them to donors on time.

Organized meetings, conferences both inside and outside of the organization.

Made travel arrangements for the team and ED.

Managed and screened all telephones and emails for the company.

Assisted in asset management and maintenance.

Ensured health and safety standards were adhered to.

Managed utilities and consumables and contacted routine stock takes.

Performed general administrative duties.

Company Bushman Hunting Safaris-Tanzania.

Position Executive Assistant.

Duration Jan 2006-Nov 2008.

Introduced a user-friendly electronic filing system, which reduced file retrieval time by 40%.I worked closely with other stakeholders in the tourism industry and successfully planned and executed excellent travel arrangements both for clients and management. This in turn earned me the best employee of the year.

Duties.

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 and 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.

Arranged international and local travel bookings and accommodation.

Coordinated meetings and conference schedules by arranging for venues.

Effectively marinated and updated the director’s calendar and diary.

Successfully made travel and accommodation requirements and ensured quality standards are met.

Responsible for word processing collation of official company documents such as annual reports, prospectuses, executive summaries and contracts.

Monitored existing documents to ensure they remain thorough, accurate and up-to-date by proper filling techniques.

Answered telephones and directed calls efficiently or take accurate messages where appropriate.

Responded to email enquiries from the general public.

Processed monthly expense reports with supporting documents.

Handling highly confidential information in discrete and professional manner.

General administrative duties.

Education and qualifications.

Jan -Mar 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)

Jan 1999-Aug 1999-Refresher course in Front Office Operations at Utalii College.

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

1995-KCSE Grade C+ at Chwele Girls High School.

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