Mwikali Daphin

Detail-oriented and personable Customer Service and Receptionist professional with hands-on experience in front office operations, client relations, and administrative support gained at the National Industrial Training Authority. Skilled in managing high-volume front desk activity, resolving customer inquiries efficiently, and maintaining accurate records and correspondence. Equipped with specialized training in front office and customer service operations from Nairobi Aviation College.

Recognized for strong communication, problem-solving, and organizational abilities, with a consistent commitment to delivering exceptional service and supporting smooth day-to-day business operations.

Receptionist, Customer Service Representative - National Industrial Training Authority

(2024-05 - 2024-11)

• Managed front desk operations for an average of 80+ visitors daily, delivering prompt, professional service that strengthened the organization's visitor experience.
• Answered and directed up to 50 incoming calls per day, achieving a 95% first-call resolution rate on general inquiries.
• Processed and maintained over 200 client and visitor records monthly, improving data accuracy and retrieval efficiency through streamlined filing systems.
• Resolved customer complaints and service issues within an average response time of 10 minutes, contributing to improved client satisfaction.
• Coordinated scheduling and calendar management for a team of 5+ staff members, reducing appointment conflicts by approximately 30%.
• Supported core administrative functions, including correspondence, data entry, and inventory tracking, cutting document processing turnaround time by 20%.

Diploma - Cabin Crew - Nairobi Aviation College (2023-04 - 2024-05)

Kenya Certificate of Secondary Education - K.C.S.E - Kingwede Secondary School (2019 - 2022)