Idah Gakii

IDAH GAKII KATHURIMA

+254728443459– [email protected]

CAREER SUMMARY

A proactive Administrative / Personal Assistant who has been described as an exceptional gatekeeper through demonstrating excellent interpersonal skills, high level of confidentiality and practices high professionalism to help improve customer satisfaction, their retention and maintain positive business results through effective communication. I have gained experience in Calendar management, travel management and general administration office management.

I am currently looking for an opportunity to grow and sharpen my skills and become one of the leading Executive Assistants available in the Kenyan market.

Skills Highlighted:

× Skilled at Diary / Calendar management, scheduling and coordinating board and management meetings, appointments, preparing presentations and other documents for the board / management meetings, end

–end travel planning for C-Level Executive’s while upholding confidentiality and sensitivity

× Telephone handling (Switchboard operations management), listening, problem solving and customer expectation management skills with ability to handle difficult Clients to ensure maximum customer satisfaction / retention rates.

× Experienced in managing office administrative systems, ensuring the smooth running of office operations and ensuring that office equipment is well maintained or handled

× Advanced problem solver with exceptional ability to multi-task and efficiently prioritize assignments according to the Team preference.

× Team player with excellent interpersonal, communication, presentation time management skills and the ability to prioritize a variety of tasks with good follow-through skills.

× Proficiency in using; Outlook Calendars, virtual meeting and communication tools (Zoom , Teams ,Google meet ,Microsoft teams ) .

×    People management skills with strong negotiation and conflict management

× Excellent keyboarding skills with ability to use multiple tabs /browsers to handle Customer enquiries and complaints, MS Office to create and manage database, spreadsheet and presentation.

E X P E R I E N C E
THE KAREN HOSPITAL- ADMINISTRATIVE ASSISTANT                                                           2018 –2022

×    Coordinated Office activities and operations to secure efficiency and compliance.

× Ensured timely opening of the office and availability of all essential services, supplies, stationery, visibility materials and amenities to staff and visitors.

× Served as the key interface between the customers and all relevant divisions for on boarding and ongoing interactions.

×    Offering full administrative and secretarial support to the Director.

× Scheduled meetings and coordinated related logistics such as room bookings, refreshments, and document preparation for all attendees, taking minutes during meetings and distribute any follow up action.

× Organized, maintained diaries and made appointments for the Director and handled his guest and phone calls.

×    Received all visitors while maintaining security by logging them in a visitor’s register, issuing them with

visitor’s passes and notifying company staff of their respective visitors’ arrival.

× Switch-board operations management. Responded telephone inquiries, routed calls to appropriate staff and placed outgoing calls as required.

×    Handled, received, acknowledged, and responded to official emails.

×      Ensured the smooth and efficient running of the office by coordinating the maintenance, repairs, mailing, supplies, equipment, bills and office errands.

×      Achieved over 95% customer satisfaction through customer experience / expectation management.

×      Decreased paper wastage by 80% by introducing a “scan and save” method in the Office.

×      Implemented a new office-management system that eliminated the previous labor-intensive paper filing system and improved communication speeds by up to 90%.

×      Introduced a new easy to understand color coded filing system that made it much easier to find and retrieve files in the Company.

SUPERVISOR-THE UNIFORM SHOP                                                                                  2015 – 2018

×      Served as the first point of contact for guests and ensured an exceptional client experience across all touch points.

×      Handled and allocated enquiries and directing them to various team members for customer support.

×      Handled various routine inquiries received by phone and emails from internal and external stakeholders,

resolved customer’s queries and handled in bound & outbound calls.

×      Welcomed Guests warmly and escorted them to the reception, registered guest and offered them a seat while providing  them with above-and-beyond guest service to ensure guest satisfaction and retention.

×      Responded to a wide variety of Guest requests by accurately assessing the Guest needs and requests to achieve maximum customer satisfaction, retention, and occupancy.

×      Received, registered, and dispatched outgoing letters, packages and official correspondence while maintaining accurate tracking records.

×      Trained new staff attendees and interns in office management procedures and scheduled on-the-job mentoring with multiple responsibilities.

×      Maintained Office security by following safety procedures and controlled access via the reception desk.

×      Ensured that the quality of customer service was above par and recommended various improvements which greatly enhanced customer service relations internally.

CASHIER AND ASSISTANT SHOP SUPERVISOR                                                                       2013 – 2015

×      Handle cash transactions with customers using cash registers

×      Scan goods and collect payments

×      Ensure daily banking of cash and cheques

×      Ensure VAT returns are done on a monthly basis

×      Prepare staff advances, salaries and statutory payments within the timelines

×      Issue receipts, refunds, change or tickets

×      Redeem stamps and coupons

×      Make sales referrals, cross-sell products and introduce new ones

×      Resolve customer complaints, guide them and provide relevant information

×      Greet customers when entering or leaving establishments

×      Maintain clean and tidy checkout areas

×      Keep reports of transaction

×      Pleasantly deal with customers to ensure satisfaction

A C H I E V E M E N T S

×      Handled massive emails and postal correspondence with less than a 1% error rate.

×      Reduced Disciplinary cases by 50% by ensuring employees understood the policies, processes and procedures by coaching and training.

×      Accelerated the appointment system by incorporating an interactive calendar, resulting in hassle-free appointment in the Office.

×      Maximized the use of meeting room resources by scheduling and coordinating meetings through accurate maintenance of the electronic Boardroom Calendar.

E D U C A T I O N

Kenya Institute of Management

Certificate & Diploma in Business Management                     2017 – 2018        Completed

S K I L L S

ü  Event Planning

ü  Calendar Management

ü  Travel Management

ü  Organizational Skills

ü  Interpersonal Skills

ü  Communication Skills

ü  Using Microsoft Office, PowerPoint and Excel Applications to collate and present data.

ü  Solution Oriented.

Tredds Computer College                                    2015 Certificate in computer packages

Thuura Secondary School 2009_2012 Kenya Certificate of Secondary Education

ü  Customer Care

ü  Multitasking Skills

R E F E R E E S

To provide upon request