Joyce Mwaura

JOYCE MWAURA . CONTACT 72918, Nairobi, Kenya -- CORE QUALIFICATIONS • Proficiency in Microsoft Office Packages • Strong organizational and timemanagement skills • Excellent communication skills, both written and verbal • Attention to detail and ability to maintain accurate records • Good problem-solving and critical thinking abilities • Ability to work independently or as part of a team, handle confidential information, adapt to changing priorities, and interact with clients and vendors. Additionally, knowledge of office management systems and procedures, experience in scheduling, taking minutes, preparing reports, procurement, inventory management, basic accounting, and bookkeeping principles. I possess over four years of relevant work experience in administration and social media management, demonstrating confidence and meticulous attention to detail. My expertise extends to office management, data entry, and customer service, all of which I have honed through hands-on experience. Proficient in both English and Swahili, I hold a Small Business Digitization certification from Masterclass, underlining my commitment to staying updated with relevant skills. I thrive in collaborative environments where I can effectively engage with colleagues, while also valuing opportunities for focused, independent work. Building trusted relationships within the team is essential to me, and I find satisfaction in unraveling intricate challenges even within tight timeframes. EXPERIENCE March 2024 - Current Customer Service Executive, Tradco Services Limited. • Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service. • Managed all complex complaints, issues and problems to maintain customer satisfaction. • Followed company regulations, policies and processes. • Closely monitored and oversaw customer service processes, detecting • • • • • • CERTIFICATIONS • Small Business Digitization Masterclass REFERENCES 1. Kinuthia Mungai Director, Plainsview Educational Point (- 2. Kristina Sonya Account and Project Manager Brandspark PR (- • • • • improvements required to enhance customer satisfaction. Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions. Kept client and company files safely stored on CRM system to comply with confidentiality laws and regulations. Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions. Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls. Remained calm under pressure to handle customer complaints and solve problems. Handled a team of Graduate Trainees and Assessed them according to the guidelines that I came up with Handled administrative tasks for the business development manager Managed internal inbox, assigning queries and responding within strict internal SLAs. Kept general ledger documents updated for accurate transaction records. Maintained petty cash for ad-hoc business expenses. September 2020 – Jan 2024 Administrator, Plainsview Educational Point • Oversee day-to-day school operations, managing and supporting teachers, administrative staff, and other personnel. • Develop and implement strategies to improve student performancein academics and extracurricular activities. • Conduct teacher evaluations and provide feedback for high-quality teaching and learning. • Collaborate with other school administrators to ensure compliancewith relevant laws, regulations, and standards. • Build positive relationships with parents, students, and stakeholders to promote a supportive school culture. • Manage the school budget, expenses, and financial policies and procedures. 3. Brian Muchiri Colleague Plainsvie w Educational Point(- • Develop and implement marketing strategies to attract new students and promote the school's brand and reputation. • Ensure the safety and security of all students, staff, and visitors. • Establish partnerships with other educational institutions, community organizations, and businesses to support school goals. • Provide leadership, direction, and foster a culture of collaboration, accountability, and continuous improvement. November 2018 - Current Marketing And Public Relations Assistant Plainsview Educational Point, Nairobi • Assist in creating and implementing PR strategies and campaigns • Conduct research on media outlets and relevant journalists/bloggers/influencers • Develop and maintain media lists and editorial calendars • Write press releases, pitches, and other communications materials • Monitor media coverage and create reports on PR campaign effectiveness • Coordinate logistics for events and media interviews • Assist in managing social media accounts and content creation • Respond to media inquiries and facilitate interviews • Conduct industry and competitor analysis • Support the PR team in daily administrative tasks October 2020 - December 2020 Community Manager Brandspark PR , Nairobi • Managing social media accounts and creating content for various platforms. • • • • • Responding to customer inquiries and comments on social media. Conducting competitor analysis to stay informed about industrytrends. Assisting with the coordination of events and campaigns. Supporting the PR team in daily administrative tasks. Participating in brainstorming and strategy sessions to develop effective campaigns. • Providing feedback on campaign effectiveness and making recommendations for improvement. January 2016 - October 2018 Administrative Assistant Plainsview Educational Point, Nairobi • Manage organizational communication, including inward and outward mail, courier, and maintain a register for the same. • Ensure proper filing and easy retrieval of documents, both in hardand soft copies. • Organize and schedule meetings/appointments as may be required. • Take accurate minutes of meetings and ensure their distribution andfiling. • Maintain and update the assets register and manage assets and • • • • materials in stock and issue them as guided by the organizational policies. Welcome all visitors to the office and provide them with necessaryand timely assistance. Assist in the day-to-day operations of the school. Support administrative and teaching staff as needed. Carry out other related duties as assigned by the senior management. EDUCATION 2019 Bachelor of Arts (B.A.) Communications, Public Relations Daystar University 2015 A-Levels Oshwal Academy, Nairobi