Rina Josephine Ndamu Mwanake

RINA JOSEPHINE NDAMU MWANAKE Administrator | Virtual Assistant | Executive Assistant | Customer Support |Ministering | Coaching |Administrative support | Operation management | | Executive Assistance | Virtual Assistance | Customer service | Stakeholder engagement | Reporting | Relationship management | Capacity building | Risk and Quality Assurance | Service delivery | Leadership and governance | Regulatory compliance | Computer proficiency | Change management | People management | Coaching-Mentoring, Ministering and training | Process improvements | Cell: - | Email:-| Location: Nairobi Kenya PROFESSIONAL PROFILE Trusted Team-Lead, Branch Administrator, Virtual Assistant, Executive Assistant, Customer Support, and multidisciplinary expert with steadfast career record of driving branch operational efficiency, exceeding client expectations and providing administrative support for the last 20+ years. Respected for connecting with team members from all professional levels, analyzing diverse businesses, identifying untapped opportunities, and delivering innovative solutions. Won the Old Mutual Kenya Best Team award trophy and certificate-2013; The Business Solution queen -Old Mutual Operations-2016-Team building session; The MCA - 2017 Bamburi – UAP-Old Mutual Life Team building session; and The Youth Mentor / Singles Ladies Ministry lead / Church treasurer -2017 to date under - (Jesus Breakthrough Center International Church (JBC); Graced with Favour Ministry (GWF); and A Company of Prophetic Women International Group (ACOPWI). Adept at coaching, energising and motivating teams – certified as life coach – 2021. Great help in deputising Branches Team Lead whilst on leave and in coordinating various projects together -. Amicably known for creating positive workplace cultures, lifting team productivity and building collaborative relationships. Most Proud of:  Youth mentoring / Singles Ladies Ministry lead / Church treasurer- JBC; GWF – (2017 to date); and ACOPW International group – Country representative/ Treasurer (2018-to date).  Deputising Branches Team Lead-(Line Manager)-whilst on leave / coordinating projects together successfully piloted Easy Life New Business processing online - roll out; Customer risk profiling and onboarding and Risk rating tool management piloting/rollout -; Thought Express UAP-Old Mutual New Business merging of systems online processing -2021 pilot phase.  Human Resource Practical Skills Training Certification – National Industrial Training Authority (NITA) & Corporate Staffing Services (CSS) -2021  Ajira Mobilis, Government ICT Division, Kenya – Virtual Assistant Online Training - 2021  Life Coaching Training Certification - Latoya Okeia Academy, USA, 2021  Integrated Financial Services (IFS)-Distribution, 2017, Group Integration onboarding facilitation and quality assurance, training in Thought Express (TE) UAP Old Mutual environment - training other Branch Administrators and Distribution Support Officers (BAs/DSOs) on scan capture process and requirements.  TCF- (Treating the Customer fairly) – Training participation.  Best Team Achiever Award – Old Mutual Kenya - 2013  EA-OWN (EA OM Women’s Network)-Empowering women participation-UAP-OM Tower.  Treasurer – Old Mutual Branch Administration Team – Welfare (Chama) fund.  Community Service - local church at JBC; CCK- Old Mutual; Catholic University (CUEA) city campus; Mater Heart Run. Rina Ndamu Page|1 PROFESSIONAL EXPERIENCE Branch Administrator | May 2010 - to March 2021 UAP-Old Mutual Kenya – (Insurance/Investments/Asset Management/Banking) Locations served - (Bishops Community Branch; Kimathi Branch; Upper Hill–HQ; Nakuru Branch); Remote support-served from Nairobi - (Machakos branch and Mombasa branch). Key Contributions:  Posted as First Aider Officer for the Bishop Garden Branch of the Old Mutual Group in March 2019  Facilitated the fast-tracking of premium allocations to enable a rapid submission rate than previous years, having been transferred to support the region in July 2018.  Supported classification teams on OMIS with index processes as the pilot personnel in 2018  Steered a successful turnaround time in issuing Unit Trust Business through Administrator during the first quarter of 2019 and management requested that the process be rollover to other branches.  Liaised with Project Leads on the integration of all financial advisors across the subsidiary groups into IFS’ integrated model of channeling and processing of new product policy documents as the Contact Pilot personnel in 2017.  Coordinated Nairobi branch submissions and assist other operational branches in processing their businesses issues.  Trained fellow branch administrators and distribution officers on new roles due to prior experience.  Advanced from Branch Support Officer in January 2012 as to a Branch Administrator.  Maintained standardized processes, manage client expectations, provide administrative support, deliver on daily production standards, and support activities and projects delegated by management.  Processed new Business (Life and Unit Trust), perform quality assurance and up-to-date data submissions, provide support to collections, complete the scanned and signed business forms, finalize and dispatch to clients.  Received, receipted and banked cheque payments from individuals and countrywide schemes timely.  Provided MIS from the branch, monitor systems performance, report anomalies, and recommend modifications to meet unit goals and objectives.  Managed resources – unit budget allocated to branches – and ensure accountability on all branch assets, as well as maintain a record of the same.  Issued, recorded, and submitted all store requisitions and policy documents to the branch.  Escalated to management and also assist to manage risk and control breaks when identified.  Built relationships by providing telephonic, email, skype, and face-to-face service to customers visiting the branch, sales teams and other departments, ensuring both internal and external customer satisfaction. Team Leader, Customer Service and Sales | November 2009 – April 2010. Typotech Imaging Systems Kenya – Reporting to Operations Director Key Contributions:  Provided secretarial and administrative support to the Director and respective company managers. Rina Ndamu Page|2  Communicated new services and products to the team, and clients; also assessed market trends and client feedback.  Co-ordinated with our suppliers to maintain adequate supply levels in inventory based on market demand.  Managed the sales process from the receipting of orders to delivery and installation.  Provided management with daily and monthly sales reports. Customer Service and Sales Representative | May 2008 – November 2009. Typotech Imaging Systems Kenya – Reporting to Operations Director  Implemented and maintained high client service levels and achieve the set sales budgets for the organization. Personal Assistant to Managing Director | June 2007 – February 2008. Little Africa (K) Ltd – (Branding) Key Contributions:  Provided secretarial and administrative support to the Managing Director together with general office management. Customer Service Assistant | June 2005 – February 2007. Co-operative Insurance (CIC) Kenya – (Insurance/Investments) - Town Office – Reporting to Branch Manager Key Contributions:  Managed all client relations at the customer service desk by utilizing multidisciplinary skills in effective communications, product knowledge, operational procedures and team work ensuring high client satisfaction levels and service standards. Receptionist and Switchboard Operator, Assisting Administrator | February 2002 – May 2005 Co-operative Insurance (CIC) Kenya – Town Office – Reporting to Branch Manager Key Contributions:  Planned, managed and controlled all the telephone communication channels ensuring efficient delivery of information and services.  Welcomed and assisted clients and visitors in a courteous and friendly manner thus maintained a professional and friendly corporate image and sit in for administrators whilst on leave.  Incorporated as a Customer Service Officer – Town branch.  Due to keenness to understand the customer service role and being an active team member. Switchboard Operator and Admissions Assistant | November 2001 – February 2002. Strathmore University – Reporting to Director School of Administrative and Management Studies Key Contributions:  Answered all enquiries regarding admission interview dates and procedures, admission status and student course registration.  Provided directions to new students on registration and interview procedures.  Recommended by the School of Administrative and Management Studies Director to CIC Insurance, and taken up after a successful interview process for their job opening as receptionist and switchboard operator/ assisting administrator. Rina Ndamu Page|3 EDUCATION Bachelor of Commerce – Management Option November 2017 Catholic University of Eastern Africa Diploma in Business Management – level 1; and level 2, Diploma in Public Relations –level 1 and Advanced Certificate in Business Management January 2005 – June 2007 Kenya Institute of Management (KIM) Group Diploma – Administrative Management Studies January 2000 – October 2001 Strathmore University – School of Administration and Management TRAINING AND CERTIFICATION  UCI (Univ. of California, Irvine) - Certificate-Work Smarter, Not Harder-Time Management for Personal and Professional Productivity | 2021.  UCI (Univ. of California, Irvine) - Certificate-Effective Problem-Solving and Decision-Making | 2021.  Human Resource Practical Skills Training Certificate – National Industrial Training Authority (NITA) & Corporate Staffing Services (CSS) -2021  Ajira Mobilis, Government ICT Division, Kenya – Virtual Assistant Online Training - 2021  Life Coaching Training Certification - Latoya Okeia Academy, USA, 2021  Certificate – Information Security – Old Mutual -  Certificate of Commitment – Code of Conduct – Old Mutual Emerging Markets,-  I-INVEST Enhancement and Costing Process Analysis Projects – (Work Stream lead: Agnes Wamburu) – Old Mutual, 2015  Complaints Academy Evaluation Workshop – OMEM/Old Mutual & Faulu Kenya teams – (Work Stream lead: Roselyne Kirera) - Old Mutual, 2015  On the Money Financial Management Training – Old Mutual Kenya -2013  Microsoft Office: Excel Intermediate – IT Talk Corporate Training Solutions – Old Mutual, 2011  Credit Control Management Training –School of Credit Management – CIC, 2005  Teams and Team building Training – Co-operative Bank Training Centre – CIC, 2002  Certificate of Productivity - CIC Sports day – 2002  Customer Care Seminar – Nairobi Safari Club – Professor Waruingi - CIC, 2002  HIV and AIDS Workplace Awareness Programme – NASCOP - CIC, 2002  Receptionist and Telephonist Course – Eureka Educational and Training Consultants – CIC,2002  Secretarial Profession in the 21st Century – Strathmore University, 2000  IT Conference in the New Millennium – Strathmore University, 2000  UNIV 2000 Preliminary Congress - Strathmore University, 2000 Rina Ndamu Page|4