Stephanie Njoki

Detail-oriented administrative and customer service professional with experience supporting senior leadership, coordinating executive calendars, and managing high-volume correspondence within fast-paced, multinational operating environments. Skilled in consolidating reports and KPIs, tracking action items to closure, and maintaining accurate, confidential records across CRM, ticketing, and reservation systems (Sabre, Jira, Amazon Connect). Proven ability to act as a trusted liaison between leadership, teams, and external stakeholders, combining strong written communication, discretion, and independent judgment with a track record of consistently meeting service-level and performance targets.

Adept at managing competing priorities with minimal supervision while maintaining professionalism, accuracy, and confidentiality.

Customer Service Representative - CCI Kenya (JetBlue Airways account) - Nairobi, Kenya

(2026-03)

Operate within a multinational, high-volume airline operation, managing reservations, itinerary changes, and account issues using the Sabre global distribution system.

• Consistently meet and exceed key performance indicators (CSAT, RPI, NTT), reflecting reliable, accurate reporting and service delivery under service-level targets.
• Log, track, and escalate issues through Jira, ensuring accurate documentation, timely follow-up, and clear handoffs between teams.
• Process payments, refunds, and merchant transactions accurately in line with company policy and confidentiality/PCI-compliance requirements.
• Deliver strong First Call Resolution by resolving inquiries fully in a single interaction, minimizing repeat contacts.
• Identify and transfer eligible customers for co-branded card applications, coordinating accurately with a partner institution while maintaining service standards.

Administrative & Program Coordinator - Linkedifyearnerprogram - Nairobi, Kenya (Remote)

(2025-08 - 2026-01)

Served as the central administrative hub for the program, managing complex executive calendars, coordinating meetings, and handling high-volume email correspondence to keep leadership's schedule and workflow organized.

• Managed the end-to-end candidate and client journey — outreach, screening, onboarding, and training coordination — ensuring a seamless, professional experience for all stakeholders.
• Built and maintained organized tracking systems for program data and materials, improving document retrieval and reducing administrative bottlenecks.
• Acted as primary point of contact for candidates and clients, drafting clear, professional correspondence that strengthened the organization's reputation.
• Developed and delivered training sessions on program offerings, improving stakeholder comprehension and adoption.

Social Media Content Creator - ALX - Nairobi, Kenya

(2025-06 - 2025-12)

Produced multiplatform content and reporting that grew engagement by 28% within the first month, supporting brand visibility and communication objectives.

• Collaborated with the marketing team to align content with broader campaign and communication goals.
• Evaluated post performance to refine strategy, contributing to internal reporting on engagement and reach.

Consulting Psychologist – JanjaraKaad Youth Empowerment Project - Kenyatta Trust - Nairobi, Kenya

(2025-06)

Coordinated with multidisciplinary teams to design workshops and maintain confidential case documentation and psychosocial assessments.

• Supported capacity-building for local mentors through training on communication and trauma-informed practices.

Learner Success Champion - ALX - Nairobi, Kenya (Remote)

(2025-05 - 2025-06)

Conducted accountability check-ins and progress tracking that contributed to a 70% program completion rate.

• Resolved learner concerns through clear, proactive communication, coordinating across support teams.

Social Media Manager - Serfix Cloud Virtual Agency - Nairobi, Kenya (Remote)

(2025-04 - 2025-06)

Built and maintained a structured content calendar, improving posting consistency and cross-team coordination.

• Analyzed performance metrics to refine strategy, supporting reporting on reach and engagement.
• Coordinated team workflows to ensure campaign delivery met agreed time and quality standards.

Customer Service Specialist - Call Center International / Sharper Image International - Nairobi, Kenya

(2024-10 - 2025-02)

Investigated and resolved customer complaints efficiently, using CRM software to document interactions and outcomes accurately and confidentially.

• Applied analytical and problem-solving skills to diagnose issues and recommend effective, timely solutions.
• Collaborated with colleagues across departments to support shared team goals and consistent service standards.

Psychology Intern - Nairobi Women's Hospital - Nairobi, Kenya

(2024-04 - 2024-07)

Consulting Psychologist – JanjaraKaad Youth Empowerment Project - Kenyatta Trust - Nairobi, Kenya

(2024-06)

Consulting Psychologist – Parenting in the 21st Century Project - Kenyatta Trust - Nairobi, Kenya

(2024-06)

Diploma - Counseling Psychology - EAIPC Institute (2025)