Lucy Nyaga
Duabi,UAE
Summary
Organised Operations Agent with knack for streamlining processes and boosting team productivity. Known for improving workflow efficiencies and enhancing customer satisfaction through effective communication and problem-solving skills. Regularly recognised for contributing to team goals and maintaining excellent relationships with clients and colleagues.
Overview
9
9
years of professional experience
Work History
Operations Agent
DHL EXPRESS
Dubai, United Arab Emirates
04.2023 - Current
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Managing high volume of inbound calls for quick resolution of customer issues.
- Participating in team meetings sharing best practices for improving service delivery.
- Resolvingcustomer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Utilizing inventory software applications for precise tracking and reporting of held shipments.
- Handling damaged goods effectively, minimising financial losses due to wastage.
Human resources manager
Kenya Tropical Sealife
Kilifi, Kenya
06.2019 - 03.2021
- Enhanced recruitment processes for improved talent acquisition.
- Developed company culture with regular staff engagement activities.
- Maintained legal compliance to avoid penalties and sanctions.
- Established efficient payroll system to timely salary disbursement.
- Arranged regular performance reviews for employee growth and development.
- Negotiated employment contracts to secure fair terms for both parties involved.
- Conducted thorough background checks for safe and compliant hiring practices.
Human resources officer
Westpoint Connect Company Limited
Mombasa, Kenya
01.2016 - 05.2019
- Reduced errors in data entry through rigorous attention to detail.
- Assisted with financial audits to assure complete transparency of payroll operations.
- Generated reports, aiding in management decision-making processes.
- Collaborated with HR department for smooth onboarding and off-boarding procedures.
- Improved office efficiency by streamlining administrative procedures.
- Ensured smooth day-to-day operations with diligent oversight of office tasks.
- Prepared detailed reports for senior management's strategic planning.
Education
Higher National Diploma - Human Resources Management
Moi University
Coast Campus03.2011
A-Levels - High school Education
St. John Kianjuki Girls Secondary School
Embu County02.2006
Skills
- Customer focus
- Contract negotiation
- Crisis handling
- Conflict management
- Staff management
- Communication
- Interpersonal etiquette
Timeline
Operations Agent
DHL EXPRESS
04.2023 - Current
Human resources manager
Kenya Tropical Sealife
06.2019 - 03.2021
Human resources officer
Westpoint Connect Company Limited
01.2016 - 05.2019
Higher National Diploma - Human Resources Management
Moi University
A-Levels - High school Education
St. John Kianjuki Girls Secondary School
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