ANNE WAMBUI SECUNDAH
P.O. Box 108 – 00902, Kikuyu -Kenya | +254 - |-
HUMAN RESOURCE MANAGEMENT ~ ADMINISTRATION MANAGEMENT
An accomplished and result driven administration and human resource professional with over 7 years’ with expertise in
creating and implementing programs to improve business operations. Stable team leadership experience in business
planning, training, diplomatic problem resolution and industry networking initiatives. Strong understanding of the
principles of human resource management, workplace ethics, organization structure and business strategy. Excellent
knowledge in developing and implementing business process and systems and improve existing procedures for general
administration, customer service, and sales. My goal is to become a valuable mutual asset by providing efficient Human
CORE COMPETENCIES
Resource and Administration management expertise contributing effectively to organizational success.
Employee Training and Development | Employee relations | Quality Management | Administration Processes | Business
Strategy | Policy Development | Planning & Preparation | Performance Management | Business Process Improvement |
Organizational Development | Mediation & Advocacy | Corporate Management | Building Relationships
KEY PROFESSIONAL SKILLS
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Reliable administration of successful special events and business processes it a detailed touch, delivery of corporate
alignment and productivity enhancement.
Unparalleled accuracy and accountability in facilitating recruitment and hiring processes to include background
checks and records administration.
Proven track record of accurately maintaining detailed records, generating reports, coordinating meetings, and
multitasking within fast-paced atmospheres.
In-depth understanding of talent management and human resource development with admirable employee
performance management, as well as employee relations within an Organization.
Ability to ensure an organisation has appropriate tools and procedures to manage staff performance.
Adept at managing and streamlining administrative processes to reduce errors, improve accuracy and efficiency,
and achieve organizational objectives.
Highly articulate, confident and persuasive human resource developer, able to motivate and communicate to staff in
order achieve exceptional organizational performance
Skilled in developing human resource plans and policies in conjunction with the company’s overall development plan.
Sound planning, supervision and office administration with exceptional team-building capabilities.
EDUCATION & CREDENTIALS
Diploma in Human Resource Management, Kenya Institute of Management, 2008.
✓ Certificate in Business Management, Kenya Institute of Management, 2007.
✓ Kenya Certificate of Secondary Education (KCSE), Uthiru Girls High School, 2001 - 2004.
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CAREER HIGHLIGHTS
Quality Analyst | Samasource | December 2017 to Date
Key Contributions & Results:
• Assisting the training and quality manager in setting quality standards across the Samasource work streams.
• Developing a plan on method and frequency of assessing the quality standards across the work streams.
• Assessing the quality of transactions against set best standards.
• Providing feedback to team leaders on identified areas that individual members of the team need to improve on for
coaching.
• Evaluating the impact of team leader coachings on defect reduction/ improvement and providing feedback.
• Occasionally evaluating set standards and determining need for changes to ensure consistent improvement in
standards of work.
• Providing recommendations on measures that should be taken to improve quality/defect reduction across the different
business work streams.
• Analyzing client feedback to determine validity and needed interventions.
• Communicating quality assessment plans to the relevant stakeholders weekly.
• Compiling and sending daily, weekly and monthly quality reports.
• Liaising with team leaders to ensure that feedback and the identified quality gaps are addressed with the
individual/team members.
• Collaborating with operations to ensure that best standards are revised and updated where need be.
• Providing feedback and recommendations on recurring and widespread gaps that should be addressed through
training/refresher trainings.
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Keeping an up-to-date record of individual agents quality performance for use in performance reviews
Participating in team briefings to provide the QA objective and also sit in calibration sessions.
Key Achievements:
• Led a team that was in red (danger zone, where the client almost withdrew the project) to green.
• Met and exceeded client expectation from a target of 30,000 items to 50,000 items
• Devised creative and cost-effective method to curb rejection rates which included an increase of sample size, receiving
one on one feedback from agents to identify their areas of weakness, calibration and training sessions.
Agent | Samasource | November 2016 - November 2017
Key Contributions & Results:
• Conducted online content classification and categorization.
• Maintained data work requirements by following data program techniques, procedures as well as meeting and
maintaining the required quality threshold.
• Reviewed, verified and correctly provided data based on the laid down guidelines.
• Contributed to team effort by accomplishing related results as needed.
• Responded to online customer queries.
• Analyzed, processed and compiled data from clients as per their terms and conditions.
Key Achievements:
• Improved operational systems, processes and best practices that guarantee organizational well-being.
• Provided exceptional support to the managers and co-workers which increased overall efficiency by 30%.
Administration and Sales | Tripple W Enterprises | 2014 - July 2016
Key Contributions & Results:
• Received all incoming calls and ensured their distribution to the relevant employee.
• Welcomed visitors to the office and made sure they were comfortable and looked after.
• Dealt with all enquiries and resolved any problems over the phone or in person.
• Provided good customer service to walk in customers.
• Prepared daily, weekly and monthly reports.
• Handled customer queries and complaints.
Receptionist | Eazy Wash Laundromatt | 2012 - 2014
Key Contributions & Results:
• Prepared daily, weekly and monthly reports.
• Telephone reception and redirecting.
• Transformed difficult customers into loyal repeat guests.
• Took, ordered and delivered accurately every customer order.
• Maintained staff records and inventory.
• Identified potential growth opportunities for the company.
• Handled customer complaints and queries.
AWARDS
Top agent for the months of December 2016, January, February 2017 and June 2017.
Professional Training and Certification
Advanced Excel Samasource 2019
Leadership and Management Course Samasource 2018
Digital skills and Web Research, Samaschool, 2016
Microsoft Office Suite, Nairobi Institute of Business Studies, 2006.
REFERENCES
Mildred Oranga
Team Leader, Samasource
Tel: +254 -; Email:-Emmah Chemwotei,
Quality Manager samasource,
Tel: +254 -; Email:-Collins Amayi
Team Leader Samasource
Tel: +254 -; Email:-
