Monica Njoroge

NJOROGE MONICA WAMBUI Phone: (- Email:-Nationality: Kenyan EXECUTIVE SUMMARY I am an innovative and self-driven Administrator and Customer Service Officer highly trained in Business Administration with an added experience in, General Office Management, Customer Support, Reception Handling and Appointment Scheduling, currently looking for a job in an organization where I intend to bring on board my knowledge gained from training and practical exposure from the organizations I’ve worked for. With my hard work and a pleasant personality, coupled with a tenacious work ethic, I am confident that I will deliver without compromising on integrity and professionalism. CAREER OBJECTIVE I am seeking a position that will allow me to exploit my Administration and Customer Service experience to add value to an organization that I will work for, in the realization of their corporate goals and objectives through diligent and dedicated work, while advancing my career. KEY SKILLS AND COMPETENCIES ❖ ❖ ❖ ❖ ❖ ❖ ❖ ❖ Creativity and Problem-solving skills Decision making skills Effective communication and interpersonal skills Team work skills Flexibility and Adaptability skills Organizational skills Quick learning skills Time management skills PROFESSIONAL EXPERIENCE JOMA DIGITAL - Customer Service & Administration Feb 2022 – to Date Duties and Responsibilities ❖ Ensuring the reception area is ready for service ❖ Greeting customers, processing orders, account updates and completing transactions ❖ Handling requests via phone, walk in and emails ❖ Working with outsourced providers to ensure prompt delivery ❖ Sorting incoming and outgoing mail ❖ Performing administrative support functions, processing payments and reconciling accounts. ❖ Monitoring and replenishing office supplies ❖ Maintaining the filing system ❖ Resolving customer complaints ❖ Submitting proofs to customers to facilitate corrections or approvals from the customer. ❖ Assisting in printing if needed CRAWFORD INTERNATIONAL SCHOOL - Administrator May 2018 – January 2022 Duties and Responsibilities ❖ Managed the reception and responded to enquiries on phone, email and walk in ❖ Organized school expos, open days and fairs ❖ Assisted parents with the admission process until the student was enrolled ❖ Developed and maintained the filing system ❖ Supported senior management and teachers by scheduling meeting with parents and visitors ❖ Conducted school tours so as to market the school ❖ Coordinated office repairs and managed service providers ❖ Worked closely with the transport, procurement and finance departments ❖ Updated the notice board ❖ Circulated newsletters and school event invites to parents on email and sms AUTO XPRESS LIMITED - Customer Service & Administration June 2014 – March 2018 Duties and Responsibilities ❖ Welcomed customers to the branch ❖ Organized and scheduled appointments ❖ Provided general administrative and clerical support including mailing, scanning and copying to other staff ❖ Issued Quotations and Invoices ❖ Ordered office supplies ❖ Resolved customers complaints in a professional manner ❖ Introduced new products to the customers ❖ Managed customers’ accounts ❖ Responded to customers enquiries SPACE & STYLE LIMITED - Customer Service August 2009 – May 2014 Duties and Responsibilities ❖ Generated sales leads ❖ Met customer service sales targets ❖ Handled customer complaints, provided appropriate solutions and alternatives within the time limits and followed up to ensure resolution ❖ Kept records of customer interactions, processed customer accounts and filed documents ❖ Dealt directly with customers either by telephone, electronically or walk in ❖ Issued Quotations ❖ Assisted in storekeeping ❖ Communicated and coordinated with internal departments HORIZON CONTACT CENTRE (ORANGE CALL CENTER) - Customer Service May 2007 – May 2009 Duties and Responsibilities ❖ Fast call resolution ❖ Up sold new products to the customers ❖ Registered customer’s information in the CRM ❖ Advised clients on the different types of products ❖ Handled incoming calls from a national customer base ❖ Maintained records of all customer interactions ❖ Achieved key performance indicators in all areas consistently EDUCATION QUALIFICATIONS: Bachelors in Business Administration, Kenya Methodist University: September 2019 – October 2023 Diploma in Public Relations, University of Nairobi: September 2015 – October 2016 Diploma in Customer Service, Kenya College of Commerce and Hospitality: July 2009 – September 2009 Certificate in Telephone/Receptionist, Frantech Computer Consultants: August 2006 – November 2006 Microsoft Office, Associated Computer Services: January 2005 – April 2005 Kenya Certificate of Secondary Education (K.C.S.E), Mirithu Girls Secondary School: January 1998 – November 2001 Kenya Certificate of Primary Education (K.C.P.E), Loresho Primary School: January 1989 – November 1997 STRENGTHS: Effective communication and interpersonal Skills: I am an effective communicator across all levels of organization. My ability to adapt messages to different audiences has enabled me build trust and credibility. Adaptability and flexibility: I am able to adjust and fit in new situations in different environments and able to overcome challenges and work under pressure Analytical and critical thinker: I carefully analyze and evaluate information given to me to ensure that I make sound judgement. REFEREES: 1. Beth Waititu, Human Resource, BW & J Solutions Limited Tel: (-. Miriam Gathogo School Deputy, Crawford International School Tel: (-. Marlyne Sulwe, Branch Manager, Auto Xpress Limited Tel: (-