Ruth Magiri

RUTH NGINA Nairobi, Kenya ·-- PROFESSIONAL SUMMARY I am customer service professional with vast experience in office management, customer support, and administration. I am adept at overseeing office operations, delivering exceptional customer service, and ensuring smooth business processes. I have a proven ability to handle customer complaints, provide solutions, and maintain a positive and professional demeanor. I am also skilled in multitasking and prioritizing responsibilities to meet deadlines and company standards. I have excellent communication and interpersonal skills, coupled with a customer-centric approach. EXPERIENCE OCT 2021 – CURRENT OFFICE & CUSTOMER SERVICE MANAGER, BARA AFRIKA TOURS & TRAVEL          Overseeing the work of all office employees to ensure they work productively and meet deadlines and company standards Collaborating with other departments to coordinate and ensure smooth travel arrangements for customers Answering telephone calls and emails from customers and clients and directing them to relevant staff Monitoring office supplies and ordering new stationery, furniture, appliances and electronics as required Refer issues and questions to senior management if necessary Handle complaints, provide appropriate solutions for customers and follow up to resolve any issues Ensure prompt and accurate responses to customer queries via phone, email, or chat Maintain a positive attitude and calmly respond to customers’ complaints Ensure accuracy of information, provide booking confirmations, and assist customers with any modifications or cancellations. FEB 2019 – MAR 2021 PROPRIETOR, BORNAZ BARBERSHOP    Oversee the day-to-day operations of the barbershop, ensuring smooth and efficient functioning. This includes managing staff schedules, coordinating appointments, handling customer inquiries, and maintaining a clean and organized environment Recruit, hire, and train barbers and support staff. Provide guidance, feedback, and performance evaluations to ensure high-quality service delivery. Foster a positive and professional work environment, promoting teamwork and continuous improvement Ensure exceptional customer service by greeting and assisting clients, addressing their needs and concerns, and maintaining a friendly and welcoming atmosphere     Oversee financial aspects such as managing budgets, tracking expenses, and monitoring revenue. Handle cash management, payroll, and inventory control Develop and implement marketing strategies to attract new customers and retain existing ones. This includes creating promotional campaigns, managing social media presence, and exploring opportunities for partnerships and sponsorships Ensure the barbershop is well-maintained, clean, and meets all safety and regulatory standards. Coordinate repairs and maintenance for equipment, furniture, and fixtures. Monitor inventory levels and order supplies as needed Ensure compliance with all applicable laws, regulations, and licensing requirements MAR 2018 – NOV 2018 ADMINISTRATION OFFICER, GOODMAN AGENCIES LTD                Perform general office administrative and clerical duties e.g. filing, replying and following up on correspondences Planning Operations Department’s diaries for meetings and appointments by liaising with the C.E.O.’s Personal Assistant Representing the Operations Department in meetings and interviews. Store, file and retrieve corporate documents and reports Order, store and organize all office supplies for the department Manage incoming and outgoing letters and packages for the department Reconcile payments and receipts for the department to various parties on time Plan and manage all clearing and freight issues related to Goodman Agencies Ltd and coordinate the clearing process Work closely with the Logistics Officer and delivery team to ensure clear communication and cooperation Work effectively with the Pharmacy and Poisons Board, Kenya Dairy Board, Veterinary Department, Kenya Bureau of Standards and Kenya Customs Office Keep track of quality, quantity, stock levels, delivery times and transport costs Use of information systems to manage stock levels, delivery times and transport costs Manage the warehouse, plan routes and process shipments Leave management for the staff Assist the H. R. Manager with scheduling of interviews SEP 2009 – FEB 2018 RECEPTIONIST, GOODMAN AGENCIES LTD            Handle all telephone calls and visitors in a courteous and timely manner in line with Company values. Maintaining a daily list of all outgoing calls in the telephone register. Answer customer’s queries and offer solutions professionally. Ensure that clients visiting the office are met and greeted and offered hospitality. Carry out typing and filing of office documents. Maintaining and updating the contact list for clients and employees. Maintaining the telecommunication system by ensuring all switchboard lines are working efficiently. Handle and/or direct all info emails to relevant personnel. Receiving, sorting and distributing of postal mails. Manage booking of the boardroom for meetings and interviews to avoid double bookings. Following up on the payment of utility bills. 2     Arrange for pick-up of documents and parcels both local and international. Assist the Human Resources Manager organize meetings and schedule interviews. Arrange hotel bookings for guests as required. Assist in the Personal Assistant’s office and complete other routine miscellaneous assignments as required. EDUCATION MAY 2021 CERTIFICATE IN BUSINESS MANAGEMENT, KENYA INSTITUTE OF MANAGEMENT FEB 2019 CERTIFICATE IN ENTREPRENEURSHIP AND SMALL BUSINESS, GRAFFINS COLLEGE JAN 2007 DIPLOMA IN BUSINESS COMMUNICATION, COMPUERA COLLEGE JUL 2003 INTERNATIONAL COMPUTER DRIVING LICENCE, REWARDING COMPUTER COLLEGE JAN 2003 FULL SECRETARIAL COURSE, REESWOOD SECRETARIAL COLLEGE NOV 2000 KENYA CERTIFICATE OF SECONDARY EDUCATION, KOMOTHAI GIRLS TECHNICAL HIGH SCHOOL SKILLS                Excellent written and oral communication skills Empathy and patience Adaptability Conflict resolution Teamwork Multitasking Escalation management Exceptional telephone etiquette Problem solving Active listening Time management Collaboration Computer and technical skills Documentation Strong customer facing skills ACCOMPLISHMENTS  I have managed a team of 3 customer service representatives and achieved 100% customer satisfaction rating for 1.5 years. 3    Received multiple customer commendations and testimonials for providing personalized and exceptional service, resulting in improved brand reputation and increased referrals. Successfully managed front desk duties, including greeting visitors, managing calls, and handling administrative tasks, while consistently meeting deadlines for time-sensitive projects. Received consistent positive feedback from visitors and staff for professional and friendly communication, contributing to a welcoming and positive office environment. LANGUAGES   English - Native Kiswahili - Native REFEREES Mr. Michael Muhika Head of Operations Bara Afrika Tours & Travel Cell : - E-mail:- Mr. David Nderitu Operations Manager Goodman Agencies Ltd Cell: - Email:- 4 Ms. Joan Mshila Customer Service Executive Sun King Cell: - Email:-