Jen Wanjiru

JENIFER W. NG’ANG’A LinkedIn: https://www.linkedin.com/in/jentotheworld/ PROFESSIONAL SUMMARY Versatile professional with over 5 years of experience in project management, sales support, business development and customer service across diverse sectors. Proven track record of delivering complex projects on time and under budget while driving productivity, client satisfaction and operational efficiency. Adept at coordinating cross-functional teams, managing stakeholder relationships and optimizing workflows through digital tools. Skilled in developing client-focused solutions, supporting business growth initiatives and resolving issues with a customer-centric approach. Thrives in both independent and collaborative environments, including remote and virtual settings. Seeking to leverage strong organizational, communication and analytical skills in a dynamic role focused on project coordination, business development, or customer engagement. EDUCATION Master of Science (MSc) in Project Management | University of Liverpool | Ongoing Advanced Diploma in Applied Project Management | Kenya Institute of Project Management | 2020 Bachelor of Arts in International Relations | United States International University – Africa | 2016 SKILLS Project Coordination, Stakeholder Engagement, Risk Management, Change Management, Strategic Planning, Team Leadership, Agile & Waterfall Methodologies, Remote Collaboration, Process Improvement, Quality Assurance, Conflict Resolution, Documentation & Reporting, Time Management, Budget Monitoring, Research & Analysis, Customer Experience, Operational Efficiency. EXPERIENCE Project Associate Shama Consult Africa | Remote / Nairobi, Kenya | April 2021 – Present Roles And Responsibilities: ● Collaborated closely with the project manager to deliver complex projects on time and under budget, increasing overall team productivity by 15% annually. ● Assisted in preparing detailed project reports, manuscripts and presentations for diverse stakeholders, ensuring clear and effective communication throughout. ● Organized and monitored project schedules, ensuring deadlines were consistently met and improving on-time delivery rates by 20% year-over-year. ● Coordinated efforts between internal teams and external consultants to boost productivity and maintain rigorous quality standards across all deliverables. ● Provided comprehensive administrative support to office staff, enhancing operational efficiency and streamlining internal workflows significantly. ● Reported project progress verbally and in written form to management, ensuring transparency and timely decision-making throughout project lifecycles. ● Upheld clients’ confidentiality while demonstrating strong commitment to their evolving needs in all project activities and communications. Project Management Consultant Elder Healthcare Disparities Coalition | March 2022 – August 2022 Roles And Responsibilities: ● Developed and implemented a project framework to address healthcare disparities among elderly populations, ensuring alignment with organizational goals. ● Conducted needs assessments and stakeholder interviews to identify service gaps and inform project design. ● Monitored project timelines and milestones using standard project management tools, ensuring timely execution of deliverables. ● Facilitated virtual and in-person meetings with healthcare providers, community leaders and coalition members to align efforts and share progress. ● Prepared detailed reports and data summaries for grant funders and board members, ensuring transparency and accountability. ● Coordinated the activities of cross-functional teams and external consultants, enhancing collaboration and reducing delays. Customer Service Agent Sunshine PR, Fiverr, Upwork | Remote | October 2019 – March 2021 Roles And Responsibilities: ● Processed daily operational orders ensuring timely shipment and accurate delivery within deadlines, achieving a 98% order accuracy rate consistently. ● Exercised sound judgment to meet and exceed customer and company objectives by proactively resolving issues efficiently. ● Managed inbound and outbound calls to facilitate effective customer communication and issue resolution, improving customer satisfaction scores. ● Developed and implemented forward-thinking strategies to maintain high customer satisfaction and reduce response times significantly. ● Maintained exceptional data quality and integrity in order processing and shipment tracking, minimizing errors and delays. ● Identified operational inefficiencies and collaborated with colleagues to implement process improvements, resulting in a 12% cost reduction. ● Delivered exceptional customer service by leveraging extensive knowledge of products and services, creating positive and lasting client experiences. IT Support Officer Synergetic System | Nairobi, Kenya | July 2017 – December 2017 Roles And Responsibilities: ● Installed and configured computer hardware, operating systems and applications to improve user experience and system performance substantially. ● Monitored computer systems and networks to quickly restore connectivity and reduce downtime, achieving a 25% reduction in system outages. ● Tested new systems and technologies, identifying issues and creating solutions to maintain consistent system functionality and reliability. ● Provided technical support to staff and clients, explaining complex IT issues in user-friendly terms to non-technical personnel. ● Managed user account setups and resolved password and access issues promptly, increasing user productivity and satisfaction. ● Maintained accurate procedural documentation and relevant technical reports, supporting compliance and audit readiness requirements. ● Developed strong relationships with customers and software developers to facilitate swift issue resolution and improve support services. OTHER EXPERIENCES Project manager | Partners of Youth with Disabilities (PYD) | November 2018 – March 2019 Volunteer | Magodo Children’s Home | January 2016 – September 2016 CERTIFICATION ❖ French Language Studies – Intermediate Level | Alliance Française | 2016 TOOLS Microsoft Office, Salesforce, Trello, Zoho Projects, Microsoft Project, Salesforce, HubSpot, Slack, Google Workspace, Zendesk, Zoom, Asana. LANGUAGES ❖ English: Fluent ❖ Swahili: Native ❖ French: Intermediate REFEREES Available upon request.