• Oversee the administration and management of service provider contracts and management of office supplies.• Coordinate the maintenance of premises, furniture and equipment to ensure they are on good operational condition.• Plan and support the director to execute office meetings and external staff events.• Ensure office compliance with the necessary registrations and government licenses and permits.• Organize travel and logistics for project activities, and purchase of… Show more • Oversee the administration and management of service provider contracts and management of office supplies.• Coordinate the maintenance of premises, furniture and equipment to ensure they are on good operational condition.• Plan and support the director to execute office meetings and external staff events.• Ensure office compliance with the necessary registrations and government licenses and permits.• Organize travel and logistics for project activities, and purchase of equipment and services.• Prepare monthly administration status reports on expenditure and projects. Show less

• Received, created, and completed new refugee application cases for resettlement to the U.S under the United States Refugee Admissions Programme (USRAP)• Conducted regular quality assurance checks at each processing step to ensure cases are consistently and correctly updated, both electronically and in the physical files.• Scheduled cases in the system for interviews as per the calendar and matrix provided.• Reviewed cases in the electronic system, in comparison with the physical… Show more • Received, created, and completed new refugee application cases for resettlement to the U.S under the United States Refugee Admissions Programme (USRAP)• Conducted regular quality assurance checks at each processing step to ensure cases are consistently and correctly updated, both electronically and in the physical files.• Scheduled cases in the system for interviews as per the calendar and matrix provided.• Reviewed cases in the electronic system, in comparison with the physical files and created travel packets r for dispatch to the embassy and International Organization for Migration.• Reporting and Analysis: Compiled and analyzed quality data to identify trends, issues, and opportunities for improvement. Ensured monthly and quarterly reports met quality standards and were submitted in good time.• Responded to case status inquiries from refugees in-person and via email. Additionally, solicited refugee information for the purpose of case processing and updating.• Secured refugee documents and letters dropped in the letterbox as per the Standard Operating Procedures (SOPs) to ensure integrity of applicant data.• Child Safeguarding: Ensured the safety and protection of children during interviews and all program activities including hiring of compliant child minders and BID requests from referral agencies.• Program Support Operations: Collaborated with other departments to ensure support of program operations including logistics and dispatch of case files, stores and asset management.• Correspondence with various partner organizations via email and encryption of sensitive individual data to prevent fraud and malfeasance.• Provided training, introduction, and assistance to newly joined staff members.• Scheduled medical tests for refugees and follow up of results with IOM.• Occasional travel to different processing locations to distribute decision letters, conduct applicant counselling, scan documents on CIS circuit rides and collaborate with UNHCR. Show less

• As first point of contact for clients, handled queries and escalated complaints when necessary for complete resolution with set service level agreement. • Managed communications through emails, calls and social media and client’s database ensuring all critical data was recorded in web-based management/CRM systems. • Captured customer feedback to enhance care relations and ensure excellent Net Promoter Score from Safaricom’s over 20 million clients base upon action. • Ran necessary… Show more • As first point of contact for clients, handled queries and escalated complaints when necessary for complete resolution with set service level agreement. • Managed communications through emails, calls and social media and client’s database ensuring all critical data was recorded in web-based management/CRM systems. • Captured customer feedback to enhance care relations and ensure excellent Net Promoter Score from Safaricom’s over 20 million clients base upon action. • Ran necessary security checks on different action levels to protect client data privacy. • Coordinated tasks and activities assigned by line managers, identified training needs and knowledge gaps and gave recommendations on how to bridge the gaps. • Quality monitoring on-the-job rotation as a Quality Analyst, assessing agent calls and service request tickets escalations quality. • Process Enhancement: Continuously reviewed and refined customer operations processes to enhance efficiency, accuracy, and overall quality of service.• Quality Advocacy: Served as a champion of quality within the department, promoting a culture of excellence and encouraging continuous improvement initiatives.• Training and Development: Inducted and Trained new employees in the Customer Experience division and the Student Attachment Programme emphasizing quality benchmarks. • Resolved 100% customer complaints within set guidelines, growing NPS above 60%. Show less

• Logistics Support: Co-ordinated transport and hoisting of outdoor adverts to various sites as per set timelines. • Recorded and maintained client information in self-built Excel database. • Processed office budgets for administration expenses. • Administrative support such as NHIF and NSSF registrations and payments. • Ensured adherence and compliance checks were up to date such as insurance renewals, tax compliances and health & safety systems. • Handled clients’ queries… Show more • Logistics Support: Co-ordinated transport and hoisting of outdoor adverts to various sites as per set timelines. • Recorded and maintained client information in self-built Excel database. • Processed office budgets for administration expenses. • Administrative support such as NHIF and NSSF registrations and payments. • Ensured adherence and compliance checks were up to date such as insurance renewals, tax compliances and health & safety systems. • Handled clients’ queries and transaction requests efficiently and accurately. • Handled tenders and marketing processes through Agencies and this grew sales by 30%. • Prepared quotations, invoices and followed up payments. Show less