Diana Wanjeri Maina

DIANA WANJERI MAINA Tel : - Email:-CAREER PROFILE SUMMARY I am a client-focused professional, dedicated to exceeding expectations, maintaining strong, fruitful working relationships, creating and supporting client retention strategies and strengthening working relationships to strive for success and growth. With over 3 years of experience in ensuring excellent customer experience, I am seeking to grow into more challenging positions. I have excelled in defining, identifying and analyzing customer needs in order to win customer loyalty as well as supervise junior staff. Moreover, some of the skills I have been able to acquire in the course of my work engagements include; leadership and supervision, customer relations, relationship management, business development and administration. I also possess the ability to work in a team and engage their efforts in order to achieve set objectives. My focus is to secure a position where I can utilize my organizational and communication skills and experience to improve operations and client engagement. EDUCATION ∙ Bachelor of Arts, Economics and Sociology - Laikipia University; November 2018 ∙ Kenya Certificate in Secondary Education - Limuru Girls High School; KEY SKILLS AND COMPETENCIES ACQUIRED ∙ Customer Experience Strategies and Implementation: I am an expert at overseeing development and owning the customer experience strategy ∙ Client Relations: Experienced in proactive client engagement through thorough product knowledge that results in better response to enquiries and complaints. Expert in reviewing customer trends/issues, proactively recommending solutions tailored to customer needs and providing high quality service to customers. ∙ Articulate Communicator: Successfully ensure that I convey to customers what they want to hear by applying positive language, remaining cheerful and ensuring they are satisfied with the service. ∙ Relationship Management: Ability to establish and grow strong relationships/partnerships with current and potential clients by interacting with them at a personal and individual level aided through presentations in order to meet their needs. ∙ Reporting skills- Excellent at compiling and preparing monthly secondary sales reports and utilizing the information to optimize performance ∙ Communication- Ability to relate well with everyone in a confident and professional manner ensuring that I appeal to what moves clients and capable of good interaction with clients, distributors and my supervisors. WORK HISTORY Staffing Coordinator Caring Hearts Medical Staffing Remote Office: Nakuru Main Office:Seattle, Washington: June 2023 to Date Duties and Responsibilities ∙ Identify the company’s staffing needs generated and develop strategies to quickly fulfill them ∙ Ensure the compliance of all staffing procedures with the company policies and legal standards ∙ Assist with staff work schedules- update their calendar and ensure call-outs have had replacements ∙ Prepare daily staffing reports and updates for management ∙ Attend to emails and calls regarding facilities and staff enquiries ∙ Ensure correct staff compensation by collaborating with payroll associates ∙ Liaising with recruiting agencies to fill vacancies in a timely manner Youth Coordinator Congress WBN Church Life Reformation Church, Nairobi Kenya: November 2020 to Date Duties and Responsibilities ∙ Facilitate in leading a group of teenage girls within the age bracket of 14-18 years. ∙ Liaise with parents on the best means for communication and create a common channel for interaction. ∙ Ensure all relevant information reaches every girl within the group. ∙ Ensure attendance of all meetings by liaising with the parents. ∙ Create forums for life discussions and counseling. ∙ Visit the girls’ homes for accountability purposes and bonding. ∙ Create spiritual and educational material relevant to their age group and paramount for their growth. ∙ Write semi- annually reports on their progress, in regards, to attendance of meetings, growth and life- balance and send them to the pastoral team. ∙ Supervise their activities during youth retreats and ensure their safety. Sales Agent Scents Heaven, Nairobi; November 2021 to May 2022 Duties and Responsibilities ∙ Organizing new and old stock around the store and shop ∙ Attend daily to walk-in and order clients ∙ Respond to questions on products on social media pages ∙ Seek for new clients on social media and from walk-ins ∙ Record daily sales ∙ Ensure daily sales correspond with shop numbers. Debt Collection Agent Zenka Finance Limited, Nairobi, Westlands; May 2019 to October 2021 Duties and Responsibilities ∙ Recaptured funds from a majority of delinquent accounts, consistently exceeding quotas. ∙ Optimized approaches based on knowledge of customer backgrounds and current financial means. ∙ Negotiate credit extensions when necessary. ∙ Located delinquent customers through employers, government records, and other methods. ∙ Helped customers get back on top of payment demands by setting up accommodating plans. ∙ Consulted compassionately with customers to understand reasons for delinquency and develop collaborative payment solutions. ∙ Convinced customers to make immediate payments using persuasive techniques Children Officer Attachee Children’s Department (Ministry of Labor and Social Protection, Nyahururu; May 2018 - July 2018 Duties and Responsibilities ∙ Write summons to be presented in court. ∙ Attended court proceedings and submitted " Children Officers" report. ∙ Rescued children in need of care and protection. ∙ Offered advice to truant children. Volunteer work St. Martin Children Rehabilitation Centre, Nyahururu; March to July 2018 Duties and Responsibilities ∙ In charge of supervising girls undergoing rehabilitation. ∙ Offered counseling, teaching as well as conducting co - curricular activities. ∙ Ensured cleanliness and discipline is maintained by delegating duties and activities to be done. REFEREES Emma Soila Staffing Coordinator Team Lead Caring Hearts Medical Staffing Mobile Number:- Email:-Gideon Mutanda Debt Collection Team Lead Zenka Finance Limited Mobile Number:- Email:- Fridah Ouko Operations Manager Zenka Finance Limited Email:-