Jennifer Makio

JENNIFER MAKIO GACHERU – CV. +254 - |- Well-organized, reliable, and versatile Professional with 6+ years of work in Office administration, providing secretarial support and managing C-Suite Executives, Talent Acquisition / Human Resource Management, and Client experience/relationship management in a fast-paced environment. Strengths/competencies. Providing comprehensive, proactive, and confidential administrative support to Office teams in large-scale Offices to secure efficiency and optimize day –day Office operations. Diary / Calendar management, scheduling meetings and appointments, preparing business itineraries and briefing/materials, end-end travel planning, and expense management for C-Suite. Executives. Performing HR Generalist tasks while ensuring compliance with Labor & Employment laws and HR best practices. Client service skills with hands-on experience in customer needs assessment and handling customer inquiries/complaints while delivering high-quality and consistent customer service. Ability to work effectively in a fast-paced environment, prioritize work, and handle several tasks simultaneously. Keyboarding skills with proficiency in using MS Office, CRM, Zendesk, Virtual meeting / Communication tools, webinar software, My Rooms, and Google Docs. Seeking a job where my skills and experience will be used and developed further as I contribute towards the achievement of organizational goals. Work experience Freelance |Virtual Assistant | September 2021 – To Date Answering incoming emails to ensure clients are replied to in a timely manner. Office administration and management. Calendar email management. Assist in End-End recruitment and payroll. Data entry and transcription. Kitchen coordinator/HR Movenpick Hotel and Residences | August 2017 - November 2020. Provided high-quality administrative and secretarial support in the Office of the Executive Chef by coordinating the day-to-day activities and managing their office and calendar. Key contributions; Acted as the first point of contact in the Executive Chef Office, proactively and promptly reviewing and tracking incoming inquiries such as emails, invitations, complaints, and correspondence and responding directly or delegating to colleagues. Managed the Executive Chef day to day Calendars/Diary in coordination with the Executive Sous chef ensuring that all key activities of the day were attended to and important deadlines adhered to. Coordinated daily communication and briefings between the Executive Chef, outlet chefs, and fellow Departmental Heads. Prepared and edited correspondence, reports, memos, message points, speeches, and presentation material as required. Coordinated daily communication and briefings between the Executive Chef, outlet chefs, and fellow Departmental Heads. Handled sensitive and highly confidential data and information directed in the Executive Chef’s Office with uncompromised integrity and confidentiality. Update the HRM software in relation to leave management, time, and attendance. Update the system on a daily basis to facilitate payroll. Assisted the Executive Chef in managing the Staff leave, and time offs and monitored scheduled absences to ensure staff absence was adequately covered to ensure continuity of services. Developed and maintained a well-organized filing system for all correspondence, reports, and reference material in the MD’s Office. Made daily kitchen requisitions using the Oracle Materials Control System, followed up on inventory, and practice cost control. Customer Service IMG Worlds of Adventure (Dubai, United Arab Emirates) | July 2016 – June 2017. Provided consistently high quality and efficient customer service i.e. client inquiry, complaint handling, and experience management within the agreed timelines. Key contributions; Responded to general inquiries about the Company products while identifying and assessing Customer needs to achieve satisfaction and retention. Handled massive emails with less than a 1% error rate, inbound calls with an overall customer satisfaction score of 100%, and a call success rate of above 99%. Ensured retention of current customers through active and ongoing engagement, account support, and relationship management. Maximized Client satisfaction and retention by handling and solving customer queries, problems, and complaints within the agreed turn-around times. Conducted follow-up calls and emails resulting in 0 % unresolved client complaints/inquiries. Worked within a strong team to exceed all customer service expectations, proven by an increase in over 50% of customer service ratings, and client growth of over 80% from less than 10%. Delivered an exceptional customer service experience, and resolved issues to client satisfaction. recognized for being positive, intuitive, and client-centric. Trained and coached new Customer Service agents on Client expectations management and complaints solving leading to a 50% increase in client retention and satisfaction. Talent Acquisition Specialist. Middle East Consultancy Services Ltd | Feb 2015 - May 2016. Undertook the recruitment/ selection process by advertising for openings, headhunting by pitching to the potential candidates, screening applications, scheduling assessments, defining selection managing the recruitment system, and handling HR Generalist tasks; Key contributions; Developed and implemented candidate sourcing strategies and selection methodologies to deliver high-quality hires to our Clients in the Middle East. Source potential candidates through online channels (e.g. social platforms and professional networks) Plan interview and selection procedures, including screening calls, assessments, and in-person interviews Assess candidate information, including resumes and contact details, using our Applicant Tracking System Developed high-quality active and passive candidate pipelines by implementing innovative, creative, and proactive recruitment sourcing opportunities. Assisted the HR Officers in handling all disciplinary issues by sitting in the hearings, issuing warning letters, suspension, termination, and summary dismissal. Managed the staff database including updating staff details regularly and capturing HR Data in the HR information systems. Education. Diploma in Human Resources and Personnel Management, Cambridge International College UK. May 2021- May 2022. Kenya Certificate of Secondary Education, Komarock Secondary School. 2014 – 2012. Referees. Aris Athanasiou | Executive Chef . Movenpick Hotel and Residences. +254 -. Saru Boli | Banquets and F&B Coordinator. Movenpick Hotel and Residences. +254 -. Valentine Palazzo | Managing Director. Middle East Consultancy Services Ltd. +254 -.