Cynthia Kiiru

With a BA in Public Administration from Mt Kenya University, I am passionate about leadership, governance, and management in the public, private, semi public and semi private sectors. I have learned how to apply strategic thinking, ethical decision-making, and effective communication in various contexts and situations.

I bring with me two years of experience working as a HR, Admin and Customer Service Representative , where I welcome and assist guests, respond to inquiries, manage office protocol, and arrange board meetings. I also take reports and minutes, handle official correspondences, and interpret and implement administration strategies to help achieve the organization's objectives. I have demonstrated high energy, professionalism, and relationship building skills in this role, as well as attention to detail, time management, and problem-solving skills.

In addition, I am a freelance writer, with experience in writing website blogs, reviews, guides, and articles on various topics. I deliver plagiarism-free and quality work within and before stipulated deadlines, using SEO writing, hyperlinking, and article rewriting techniques. I enjoy researching and writing about different subjects and expanding my knowledge and skills. I am looking for opportunities to apply my skills and knowledge in healthy organizations that appreciate my skillset, facilitate career growth as I contribute to their development and growth of the society.

 Call Centre International Kenya | Nairobi, Kenya - December 2024 – March 2025

*Call Center Agent (Debt Collection)

Achievements

> I was responsible for delivering excellent customer support by handling both inbound and outbound calls with professionalism and enthusiasm. I worked in the debt collection department and quickly became the top performer in my queue within the first month, consistently surpassing daily, weekly, and monthly targets.

> I utilized my communication skills to actively listen, manage conversations, and effectively meet customer needs. I ensured all customer information was accurate by verifying names, phone numbers, addresses, and payment details. I followed necessary steps to enter data and take notes during and after calls, making sure everything was recorded properly.

> I also identified customer complaints, showed empathy, and resolved concerns in line with company policy. When necessary, I escalated complex issues to the relevant team leads and Quality Analysts. Throughout my role, I maintained a high level of professionalism and helped uphold the company’s positive reputation.

 Konza Technopolis Development Authority| Machakos, Kenya- Sep 2023-August 2024

*HR and Admin| Customer Care| Document Control Intern

Achievements

> Customer Care Excellence: Delivered exceptional front office customer care services by
professionally handling telephone calls, receiving visitors, and responding to general inquiries. I had made it my mission to act as the face of the organization, ensuring a positive first impression for
visitors and callers.

> Policy Compliance: I helped in revising of KoTDA's HR policies, ensuring full compliance with local and external audit during regular auditing to ensure compliance with regulations.

> Cross-Functional Collaboration: I believe in Total Quality Management System hence my zeal for effective collaboration with divisions and teams such as the registry, HR and Admin and the Executive Admin team to identify issues such as facility management thus enhancing overall organizational efficiency.

> Board Meeting Facilitation: Efficiently facilitated board meetings, booked and reserved KoTDA Boardroom and sent out notices for the meetings contributing to seamless executive operations. > Executive Support: Produced high-quality documents for invitations and events especially for the anticipated IASP Conference, briefing papers, CEO draft reports, and presentations for executive visitors and Board members, aiding in strategic decision-making.

> Executive Support: Produced high-quality documents for invitations and events especially for the anticipated IASP Conference, briefing papers, CEO draft reports, and presentations for executive visitors and Board members, aiding in strategic decision-making.

> Mail Management: I successfully managed incoming and outgoing mail, ensuring timely and accurate communication within the organization and followed up on feedback for clients for timely flow of communication.

> I successfully collaborated with the HR Division to oversee the hiring of about 10 new employees, 60 attachees and 24 Interns and streamlined a warm onboarding process. I also maintained up-to-date employee records, thus contributing to a more efficient and effective onboarding process.

> Registry and Document Control - I collaborated with the Registry and Record control division within KoTDA to ensure Receiving, Scanning, Sorting, Filing, Retrieval and Storage of internal letters and memos as well as External correspondences within the organization.

 Independent Electoral and Boundaries Commission |Nyandarua, Kenya- June 2022- Dec 2022

*Voting/ Polling Clerk
Achievements

> Voter Registration Management: Successfully managed the identification, eligibility verification, and accurate marking of over 1,000 voters in the voter register, ensuring a streamlined and error-free registration process.

> Inquiry Resolution: Addressed and resolved voter inquiries, providing clear and accurate information especially for the elderly and first-time voters which enhanced voter satisfaction and trust in the election process.

> Professionalism and Energy: I consistently demonstrated high energy and professionalism when interacting with both voters and fellow IEBC staff, fostering a positive and supportive voting environment.

> Voting Process Oversight: Oversaw the entire voting process, ensuring compliance with electoral regulations, maintaining order, and resolving any issues promptly, which contributed to a smooth voting experience.

 Ministry of Interior and Coordination of National Government |Thika, Kenya - Jan 2022- April 2022

*HR and Administration Attachee
Achievements

> Enhanced Office Operations and Management: Streamlined office operations by implementing efficient processes for scheduling, inventory management, and workflow coordination. This resulted in increased overall office productivity and a more organized work environment.

> Reception Excellence: Excelled in reception roles, managing a high volume of calls and visitors daily. Delivered exceptional customer service by addressing inquiries promptly and courteously, leading to improved visitor satisfaction and a welcoming office atmosphere.

> Efficient Data Entry: Maintained precise records especially with Huduma Nambas and National Identification Cards, and ensured the accuracy of data entry into the Ministry system. This precision contributed to a significant reduction in data volumes, errors and improved data integrity across the Ministry.

> Human Resource Coordination: Coordinated various HR functions, specifically in employee record management.

> General Enquiries Management: Actively managed and responded to a wide range of general inquiries from clients, providing accurate information and resolving issues in a timely manner. This proactive approach enhanced communication and support within the organization.
 

Mt Kenya University| Thika, Kenya May 2019- July 2022
*(BA) Public Administration and Governance
- Graduated with Second class Honors (Upper Division)
- Served as a Delegate in the ISSJE Department