Joyce Kangangi | Freelancer Resume

Joyce Njeri Kang'ang'i Westlands, Nairobi, Kenya- |-LinkedIn: Joyce Kang'ang'i Professional Summary A highly motivated and results-oriented professional with a diverse background in customer service, operations, administration, psychological counseling, and digital marketing. Skilled in customer service, project management, leadership, and strategic planning. Proven ability to thrive in dynamic environments while delivering exceptional support and fostering positive outcomes. Eager to leverage expertise in a forward-thinking organization while continuously expanding skill set and career development. Skills Customer Service: Excellent communication, problem-solving, conflict resolution Digital Marketing: Content development, social media management, email marketing Sales and Negotiation: Negotiation strategies, building rapport, and closing deals Leadership and Supervisory Skills: Team motivation, delegation, and performance management Virtual Assistance: Project communication coordination management, scheduling, and Data Management: Database management, reporting, and data analysis Strategic Planning: Goal setting, resource allocation, and project implementation Psychological Counseling: Individual counseling, crisis intervention, group therapy, and employee assistance Additional Skills: Graphic design, proposal writing, research, and communication management Travel Management; Domestic and International travel arrangements, ensuring cost-effective planning, accurate itineraries, and seamless logistics. Executive Assistance; Calendar and Inbox management, meeting coordination, and task prioritization to enhance productivity and strategic focus. Professional Experience Customer Service Representative | Exotic Online Advertising Ltd, Uganda, Zambia, Ethiopia, Ghana, Nigeria & Nairobi, Kenya (April 2024 -April 2025) Responded promptly to client inquiries via phone, email, chat, or social media. Maintained positive relationships with clients, and ensured customer satisfaction Provided accurate information about advertising services, pricing, and campaigns. Assisted clients with setting up and managing their advertising accounts, received and reconciled payments Guided optimization of advertising campaigns for better performance Worked closely with the marketing, and creative teams to address client needs. Handled complaints professionally and worked towards effective solutions. Monitored client accounts to ensure their needs were met and identified upselling opportunities. Operations Assistant | In Our Name Ltd London, UK & Nairobi, Kenya (October 2022 - Dec 2023) Provided comprehensive administrative and operational support to teams across Kenya, London, and Mauritius. Ensured smooth functioning of the Nairobi factory and London warehouse operations. Managed workflow for garment production staff and coordinated executive schedules. Handled communication channels, drafted and proofread documents, and facilitated information exchange. Coordinated meetings, logistics, and material preparation for smooth project execution. Conducted research, prepared reports, and managed special projects to contribute to organizational goals. Built and maintained strong relationships with stakeholders, acting as a key liaison between teams. Office Administrator | Angela Mwadumbo Law Advocates, Nairobi, Kenya (January 2022 -September 2022) Provided professional administrative support to legal professionals, ensuring efficient office operations. Managed client communication, prepared legal correspondence, and updated court memos. Prepared and maintained financial records, managed budgets, and facilitated strategic meetings. Handled correspondence, including emails, phone calls, and mail distribution. Served as the first point of contact for clients, providing professional guidance and executive customer service. Maintained client files and ensured compliance with confidentiality and record-keeping requirements. Assisted with client onboarding and consistent communication throughout the legal process. Office Administrator | Maina & Partners Advocates, Murang’a, Kenya (July 2021 - December 2021) Oversaw the setting up of the office, daily office operations, including managing supplies, equipment, and client relationships. Implemented and maintained office procedures and policies to ensure efficiency. Managed schedules, appointments, and meetings for the advocates and other staff. Handled correspondence, including emails, phone calls, and mail distribution. Prepared and organized legal documents, reports, and presentations as needed. Managed clients’ databases and accounts on property acquisition Served as the first point of contact for clients, providing professional guidance and executive customer service. Maintained client files and ensured compliance with confidentiality and record-keeping requirements. Assisted with client onboarding and communication throughout the legal process. Prepared and maintained financial records, managed budgets, and facilitated strategic meetings. Volunteer Experience Secretary to the Board of Trustees | Denise C. Hogan Library Kenya & Above the Seas International, Nairobi, Kenya (January 2009 - Present) Drafted compelling proposals to secure partnerships and sponsorships for the organization. Provided psycho-social support services and conducted computer literacy training sessions for beneficiaries. Facilitated library management training workshops in Kenya and Uganda, contributing to strategic planning initiatives. Education 1. Diploma in Guidance and Psychological Counseling Presbyterian University of East Africa, Nairobi, Kenya (January 2022 -December 2024) 2. Accounting Technician Diploma Level 1 Kenya Accountants and Secretaries National Examinations Board, Nairobi, Kenya (January 2017 - May 2017) 3. IMIS Diploma in Information Systems Technology Kenya School of Monetary Studies, Nairobi, Kenya (July 2007 - June 2008) Awards & Honors African Christian Authors Book Award Nominee (2022): Choose to Forgive Rivers in the Desert Certifications & Self-Development Fundamentals of Digital Marketing - Google Digital Skills for Africa Travel Management- Dreamport Management(DIFC) Ltd Executive Assistant-Athena Labs LLC Virtual Assistant-Ministry of Information & Communications Technology, Kenya Customer Experience-Calls Experts E-Commerce Optimization-TalentPop Kenya Association of Professional Certifications: Basic Counseling Trauma & Psychological First Aid Loss & Grief Counseling Addiction Counseling Depression & Suicide Prevention Counseling Stress & Burnout Management Human Sexuality Drugs & Addiction Counseling Counsellors (KAPC) HOBBIES & INTERESTS Writing and Reading Books Graphic Design Psycho-Social Support Traveling Voluntary Community Service REFEREES 1) Name: Harrison Kilonzo Position: Managing Director Company: Above The Seas Int. 2) Email: - Cell: - Name: Daniel Kariuki Position: Chief Executive Officer Company: Desired Living Counseling & Consultancy 3) Email: - Cell: - Name: Kelvin Ndegwa Position: SEO Specialist Company: Exotic Online Advertising Ltd Email: - Cell: -