Joan Shiroh

I am a highly motivated and progress-focused individual with a long standing background in Customer service. I possess excellent interpersonal skills and a thorough understanding of open and interactive communication.

During my 8 year work experience, I have gained experience to be able multitask and prioritize my daily duties which include attending to daily customer complaints, provide appropriate solutions and alternatives, referring members to relevant offices for further assistance when required and well able to follow up to ensure action is taken.

My previous roles have strengthened my capabilities in customer service and teamwork, including a keen attention to detail and accuracy which will be highly important into ensuring that all clients’ forms are correctly filled and the right documents attached and also accurately captured in the system

• Customer Service Officer (CSO) – Real People Kenya Limited, Nairobi. July 2011 – May 2019

• Receiving clients and directing them to the relevant offices / personnel 
• Branch coordination and oversight of the branch staff
• General Branch administration – switchboard operation, financial control, safety and security, and handling general correspondences.
• Ensure the generation of leads through superior Customer Service to walk in clients, Existing Clients and telephonic Enquiries and to also ensure that every opportunity to generate sales leads to the Sales Consultants and Loan Officers are maximized.
• To help the branch internal and external customers in solving queries.
• To effect healthy administrative processes within the branch, handling and managing office petty cash 
• Manage and Coordinate Branch Manager diary, schedule and coordinate appointments, events, meetings and make necessary arrangements as needed such as availability of equipment or appropriate personnel. 
• Document management -Coordinate and screen flow of information & documentation, Maintaining Electronic and Paper based filing systems. 
• Mail and courier management-In charge of all correspondence (both incoming and outgoing) and ensuring appropriate and effective processing of same. 

Duties and responsibilities February 2011 – April 2011

• Provided administration support services for efficient running of office operations by offering operational support, coordination office activities and maintenance of records
• Delivered excellent customer service, always
• Assisted in keeping the office reception area clean and tidy,
• Dealt with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail
• Received, directed and relayed telephone messages, directed the customers and the general public to the appropriate staff member 
• Coordinated the pickup and delivery of the mail, open and date stamp all general correspondence / mail 
• Assisted in the planning and preparation of meetings and conference telephone calls 
• Maintained an adequate inventory of office supplies, Cheques processing and verification of details.

• Kenya College of Communication Technology, Nairobi. Diploma in Media and Communication .2006 -2009.
• Rehoboth Computer College. Certificate in Microsoft Office applications (Ms Office). January -March 2006.
• Ndururumo High School. Kenya Certificate of Secondary Education (KCSE). I scored a mean grade of C (Plain). 2002 -2005