Lavender Oketch

Detail-oriented Administrative Assistant and Customer Service professional with over two years of experience in front office operations, reception management, and call centre environments. Skilled in handling high-volume customer interactions, maintaining accurate records, managing reception operations, and providing administrative support in fast-paced environments. Proficient in Microsoft Excel, data entry, document processing, and customer complaint resolution with strong communication, multitasking, and organizational abilities.

Front Office Officer & Call Centre Assistant - Aroma Cafe - Mombasa

(2023-03 - 2025-06)

• Managed daily front desk and reception operations, assisting visitors and clients professionally
• Handled high-volume inbound calls and directed inquiries to the appropriate departments efficiently
• Maintained visitor records, customer logs, and daily operational reports using manual systems and Excel spreadsheets
• Coordinated customer service flow to ensure timely and efficient service delivery
• Assisted with document processing, filing, scanning, photocopying, and records management
• Recorded and tracked customer interactions for follow-up and reporting purposes
• Handled customer complaints professionally and escalated complex issues appropriately
• Supported management with administrative duties, reporting, and coordination tasks
• Maintained an organized reception area and always ensured professional presentation
• Collaborated with internal teams to improve customer experience and operational efficiency
• Successfully handled 50+ customer interactions daily while maintaining excellent service standards
• Maintained accurate daily sales and customer records with zero reconciliation discrepancies
• Reduced customer complaints through prompt issue resolution and effective communication
• Recognized by supervisors for reliability, professionalism, and strong multitasking abilities during peak operational periods

Certified Nurse Assistant (Internship Included) - Avenue Healthcare College

(2025-07 - 2025-11)

• Monitored and recorded patient vital signs (temperature, pulse, blood pressure)
• Assisted patients with mobility, feeding, and daily living activities
• Maintained patient hygiene and ensured a clean, safe environment
• Observed and reported changes in patient condition to nursing staff
• Assisted in basic clinical procedures under supervision
• Maintained accurate patient records and documentation
• Implemented infection prevention and control measures
• Provided emotional support and comfort to patients

Attachment (Internship) - Kenya National Library Service (KNLS) - Mombasa

(2021-09 - 2021-12)

• Assisted in cataloguing, classification, and shelving of library materials
• Supported users in accessing information resources and locating materials
• Registered new members and maintained updated user records
• Performed data entry and maintained both digital and physical filing systems
• Provided basic research assistance to library users
• Ensured proper organization and preservation of library resources

Diploma - Library and Information Science - Technical University of Mombasa (2023)

Certified Nurse Assistant (CNA) - Healthcare - Avenue Healthcare College (2025-07 - 2025-11)