Customer Service & Operations Specialist with 3+ Years Experience

Sylvia Mbuthia

Nairobi, Kenya • Phone +254-********* / +254-********* • ***************@*****.***

PROFESSIONAL SUMMARY

Highly organized and results-oriented Operations and Administration professional with 3+ years of experience in financial services and retail environments. Proven ability to manage daily operations, enhance customer service, and optimize administrative processes. Adept at loan book management, data entry, and providing comprehensive back-office support, consistently contributing to revenue growth and operational efficiency. Seeking to leverage strong administrative and customer-facing skills to drive success in a dynamic organization. WORK EXPERIENCE

Operation and Administration Metropolitan National Sacco Ltd Nairobi, Kenya Apr 2014 - Jan 2025

● Managed daily operations at the front desk and teller services.

● Oversaw loan book management, ensuring effective collection processes for defaulted loans through calls and written communications.

● Prepared and uploaded payment schedules to the system, ensuring timely updates and reporting.

● Provided customer service support via the call center, handling queries and complaints.

● Key achievement: Increased monthly revenue by 20% through efficient defaulted loan management.

● Scheduled appointments for clients, customers and other visitors.

● Uphold a neat reception area by organizing materials and tidying up furniture.

● Performed data entry tasks into various computer systems accurately and promptly.

● Assisted in maintaining office supplies inventory by checking stock to determine inventory level, anticipating needed supplies, placing orders and verifying receipt and supplies.

Receptionist, Back Office Support Naivas Ltd Nairobi, Kenya Jan 2013 - Mar 2014

● Responded to customer queries and complaints promptly, professionally and reduced the complaints by 20%.

● Conducted back-office support, including invoice checking and payment processing.

● Answered incoming calls, took messages and transferring calls to appropriate departments and personnel.

EDUCATION

Bandari Maritime Academy Mombasa, Kenya

Standard Training and Certification of Watch Keeping Aug 2024 - Aug 2024 Multimedia University of Kenya Nairobi, Kenya

International Advance Diploma in Computer Studies Jan 2010 - Nov 2012 SKILLS AND ACHIEVEMENTS

Customer Relationship Management (CRM), Data Integrity and Protection, Advanced IT Proficiency, Accurate Data Entry and Verification, Office Administration and Management, Public Speaking and Presentation, Financial Record Keeping (Bookkeeping), Cross-Cultural Communication, Appointment Scheduling and Calendar Management, Document Control and Management, Proactive Organizational Strategies, Efficient Time Management, Self- Motivation and Initiative, Multitasking and Task Prioritization, File Management Systems, Clerical Support and Operations

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