Naomi Mwaura

Detail-oriented and customer-focused cooperative management professional with hands-on experience in SACCO operations, front office administration, and customer service support. Demonstrates strong capability in member registration, records management, and claims documentation, contributing to efficient service delivery and improved client satisfaction. Skilled in basic accounts handling, data entry, and transaction reconciliation, with a high level of accuracy and attention to detail.

Experienced in maintaining organized documentation systems, supporting compliance and audit requirements, and conducting routine quality assurance checks. A reliable team player with strong communication, adaptability, and time management skills, committed to professionalism, confidentiality, and delivering high-quality administrative and customer service support in dynamic organizational environments.

Front Office & Customer Service Intern - Image Craft Limited Company - Nairobi – Kenya

(2024-09 - 2024-11)

• Received and directed visitors using established front office procedures, resulting in improved visitor flow and a positive organizational image.
• Filed, organized, and retrieved office records systematically, improving document accessibility and reducing time spent searching for files.
• Maintained accurate documentation and filing systems in line with company standards, ensuring smooth record retrieval and administrative efficiency.
• Answered and transferred incoming phone calls professionally using internal communication protocols, ensuring timely and effective information flow.
• Applied confidentiality and customer care principles in daily operations, strengthening trust and compliance with organizational policies.
• Guided clients, responded to inquiries, and provided accurate information, leading to enhanced customer satisfaction and service consistency.

Front Office & Accounts Intern - NRS DT Sacco Society - Kikuyu – Kiambu

(2023-09 - 2023-11)

• Registered members and dependents using SACCO systems and verification procedures, improving onboarding efficiency and reducing client waiting time.
• Delivered front office customer service through prompt responses and professional engagement, resulting in increased member satisfaction.
• Reviewed and verified claims documentation in collaboration with the compliance team, contributing to faster and more accurate claims processing.
• Assisted with basic accounts handling by entering financial data and reconciling daily transactions, enhancing financial accuracy and reliability.
• Organized and maintained documentation and filing systems according to audit requirements, improving compliance and ease of record retrieval.
• Conducted routine quality assurance checks on records and processes, identifying inconsistencies and supporting service delivery improvements.

Diploma - Cooperative Management - Kabete National Polytechnic (2022 - 2025)

Kenya Certificate of Secondary Education - KCSE - Moi Girls Kamangu (2017 - 2021)