Yvonne Muli

Experienced and skilled Customer Service and Office Administrator with years of expertise in administrative management and client relations across the automotive, pharmaceutical, and aviation industries. I am a professional who demonstrates high proficiency in Microsoft Office, SAP, and Quick-books, with a proven track record in database management, financial records, and complex scheduling. Throughout a career that includes significant roles at Novartis Pharmaceuticals and Kenya Airways, I have excelled at coordinating cross-functional teams, managing promotional materials, and resolving intricate customer queries in fast-paced environments.

As a self-motivated leader with a strong work ethic, I am adept at navigating rapidly changing technologies and optimizing team strengths to achieve organizational goals

Customer Service and Executive Assistant - Self Employed - Hybrid

(2021-01)

• Act as an intermediary between insurance garages and Insurance agents, Bank Bancassurance staff and Independent Insurance Agents.
• Provide customer service support to new and existing clients who have claims at the various garages.
• Give timely updates on estimates of repair that are required to be sent to vehicle assessors.
• Give repair progress and TAT of repair to customers once repairs are approved by the respective insurance companies.
• Attend garage appraisal meetings on behalf of garages with Insurance companies.
• Request for supplementary approvals by Insurance claim team when required - on a case by case basis.
• Assist clients with towing process of their vehicles to garages when needed.

Customer Service Administrator - Solex Motors - On-site

(2018-04 - 2021-01)

• Preparation and sharing of repair estimates to Insurance Companies or appointed assessors.
• Receive repair authorization from Insurers and compare with technical team. Respond to the authority in case of price adjustments.
• Draft Supplementary requests fro price changes or additional costs for repair.
• Respond to customer requests and update customers on repair progress.
• Advise the insurer on write off vehicles- vehicles that are not economically viable for repair - This was in liaison with the Workshop Manager.
• Coordinate vehicle collections from scene of accident or insurance assessment yards-to the workshop.
• Scheduling meetings and appointments with the customer and workshop in the case of a in -person meeting for status updates.
• I received release letters once reoairs are concluded or in the case of a non - viable unit.
• Vehicle log -in and sharing requests for extra work ( from what is stipulated in the Repair authorization.

Office Administrator - Novartis Pharmaceuticals EEA - On-Site

(2008-01 - 2018-01)

• I ensured sufficient supply of office materials to enable smooth running of the Malaria Initiative Sales office.
• I ensured good working order of office shared equipment - In liaison with the IT Department.
• Liaised with Travel agents for flight bookings/ arrangements for staff. Ensured the Country Head and sales associates obtained business and travel visas and arrange Hotel bookings and liaise with 3Rd party suppliers for on - ground transportation.
• I ensured correct documentation is put together for the Country Head and Sales team when making Visa Applications to different Embassies.
• I assisted the Sales team in filing their expense claims on SAP- T&E for The Malaria Initiative team.
• I received In - Mail for the Sales team, Sorted , stamped out and dispatched as appropriate. I liaised with external agencies and authorities on all issues related to in- coming and out- going correspondence.
• I managed the central phone line . I screened calls , redirected as required.
• I acted as an intermediary between The Nairobi office and The Basel Office (HQ) on all sales support matters.
• Liaised with Suppliers on Sales and targets for the Sales team as set by the Novartis Basel Office- HQ.
• I raised shopping carts for LPO generation on SRM - SAP
• I managed promotional material and product sample stocks ( Recording, distribution and reconciliation of their stocks).
• I managed Airport transfers for staff / Sales team while they were on both domestic and International work trips - I ensured smooth liaison with cab companies for ground transfers. I was responsible for archiving of all sales documents and tracking records related to the Sales team at Novartis Kenya office.

Customer Service Agent - Kenya Airways - JKIA

(2006-02 - 2007-08)

• I ensured efficient and effective check -in and boarding of passengers, in compliance with polices and procedures set in place by Kenya Airways.
• I ensured effective and effective transit of passengers , in compliance with carrier policies and procedures and customer expectations.
• I ensured safe and secure operations and working conditions / environment to comply with relevant laws and industry requirements.
• Ensure customer complaints and problems highlighted are looked into to enhance good customer relations.
• I assisted The Immigration Department in handling deportees holding falsified travel documents and non - compliant documents.
• I made boarding calls for passengers and issued boarding passes, seat allocation and correct baggage tagging during check - in.
• I ensured passengers had the least number of connecting flights for those that had onward flights.
• I handled in- bound and out- bound calls at the award winning first class lounge - Simba Lounge based at JKIA Unit 2- International Departures.

Certificate of proficiency - Insurance - College of Insurance (2022-08 - 2022-12)

Computer oriented air travel operations - IATA GALILEO - Air travel and Tours Training College (2007-01 - 2007-03)

Certificate - Web design Specialist Course - InfoTech Training College (2002-08 - 2002-10)

Diploma - Computer Systems and Applications - InfoTech Training College (2002-02 - 2002-06)

Certificate - Computer Systems and Applications - InfoTech Training College (2001-02 - 2001-06)