JOYCE CHEPKWONY
Spokane,WA
Summary
Results-oriented and dynamic Customer Service professional with a history of providing superior service and establishing solid client relationships. Well-versed in problem-solving, multi-tasking, and process simplification to improve customer satisfaction and drive business expansion. Dedicated to maintaining professional standards to increase profitability, establish loyalty, and ensure organizational success.
Overview
16
16
years of professional experience
2009
2009
years of post-secondary education
Work History
Caregiver /CNA
Serene Nursing services
01.2022 - Current
- I work as a CNA in behavioral health facility
- Other duties include, but not limited to giving care of up to 53 residents by
- Taking blood pressure readings
- Monitoring client medication plans
- Providing compassionate daily care
- Preparing nutritious meals for clients
Caregiver
Gralan Healthcare Staffing
08.2020 - 12.2021
- Assisted residents with activities of daily living including bathing, dressing, grooming, toileting, transferring and getting to and from activities and meals according to the individual service plans
- Served meals to residents in the dining room
- Initiated and participated in leisure activities provided for the residents as described in the activity calendar
- Assisted residents with medication as defined in the medication procedure - assisted and supervised residents who self-administered medication
General Manager of Operations
Vision Dynamics Africa
09.2012 - 01.2020
- Devised processes to boost long-term business success and increase profit levels
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives
- Led company to successful product launch and growth by developing initial product roadmap and go-to-market strategy
- Designed a modern employee recognition program which boosted productivity and improved morale
- Enhanced and redefined organizational structure to maintain the company's competitive edge across territories
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets
Customer Service Representative
Radio Africa Group
03.2010 - 08.2012
- Resolved concerns with products or services to help with retention and drive sales
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Described product highlights and benefits to help guide purchasing decisions
- Accepted payments and updated accounts with latest information
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively
- Scheduled appointment to resolve more complex issues
- Maintained accurate and current customer account data with manual forms processing and digital information updates
Administrative Assistant
Dyer and Blair Investment Bank
01.2009 - 02.2010
- Coordinated travel arrangements by booking airfare, hotel and ground transportation
- Created detailed expense reports and requests for capital expenditures
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
- Coached new employees on administrative procedures, company policies and performance standards
- Scheduled office meetings and client appointments for staff teams
- Handled client correspondence and tracked records to foster office efficiency
Education
Diploma - Public Relations
University of Nairobi
Skills
Customer service
Problem-solving
Active listening
Product knowledge
Call management
Adaptability and flexibility
Complaint resolution
Time management
Data entry
Call center experience
Timeline
Caregiver /CNA
Serene Nursing services
01.2022 - Current
Caregiver
Gralan Healthcare Staffing
08.2020 - 12.2021
General Manager of Operations
Vision Dynamics Africa
09.2012 - 01.2020
Customer Service Representative
Radio Africa Group
03.2010 - 08.2012
Administrative Assistant
Dyer and Blair Investment Bank
01.2009 - 02.2010
Diploma - Public Relations
University of Nairobi