Angela Maiyo

I am a Kenyan Citizen holding a degree in Bachelor of Commerce Human Resource major from Jomo Kenyatta University of Agriculture and Technology and also a diploma and advanced certificate in Human Resource Management from Kenya Institute of Management and also a certificate in secretarial studies from Rift Valley Technical Institute. I have also done an executive certificate in human resource information systems (HRMIS) and also a certificate of compliance with the new labor laws of Kenya. I also pursued a Higher National Diploma in Human Resource Management at the College of Human Resource Management.

I am person of unquestionable integrity, hardworking, meticulous, and a fast learner who appreciates team work, with excellent written and verbal communication skills in both English and Kiswahili. I have one-year experience as a human resource assistant at the Kenyatta International Convention Centre. Also I have experience as a data clerk from the National Bank of Kenya.

I also have five years’ experience as a customer experience officer at Platinum Credit Limited. I am equally well organized in prioritizing tasks and can handle work related.

My strengths include enhancing customer response strategies, resolving complaints and escalations,

coordinating customer service functionality to drive productivity, growth and exceed customer expectations. Throughout my experience, I have skillfully handled customer communications and problem solving which has realized improved customer service, satisfaction, retention and increased uptake of the company products . These attributes combined with my expertise in maintaining superior customer relationships and providing outstanding service and support to meet, surpass customer expectations positions me to make a positive impact in your company.

I worked as Customer Experience Officer (Platinum Credit Limited) from 20170to March 2022 where I served as the first point of contact between the company and its clients i.e. handling customer complaints / enquires(walk-ins ,e-mails, website /live chats , social media and phone calls ) from various business lines, branches and departments to ensure customer acquisition, retention , satisfaction and improved customer experience.

I also worked at Kenyatta International Convention Centre as a Human Resource Assistant (Volunteer) where I was tasked with making sure there is reduced Disciplinary cases by 50% by ensuring employees understood the policies, processes and procedures by coaching and training.

• Increased productivity, competence and effectiveness of the employees by driving HR programs/initiatives that promoted employee engagement and morale.
• Coordinated staff wellness initiatives, staff retreats/meetings and other staff engagement activities which increased employee satisfaction, production and retention.
• Prepared and maintained employee files; ensured safe custody, accuracy, compliance and confidentiality.
• Processed, verified and maintained documentation relating to personnel activities such as staffing,

recruitment, training, grievances and performance evaluations.

I also worked as a data clerk at National Bank of Kenya form August 2014 to December 2014

I hold a degree in Bachelor of Commerce Human Resource major from Jomo Kenyatta University of Agriculture and Technology and also a diploma and advanced certificate in Human Resource Management from Kenya Institute of Management and also a certificate in secretarial studies from Rift Valley Technical Institute. I have also done an executive certificate in human resource information systems (HRMIS) and also a certificate of compliance with the new labor laws of Kenya. I also pursued a Higher National Diploma in Human Resource Management at the College of Human Resource Management.