About

I am a driven professional with strong experience in customer service, attention to detail, and the ability to work in high-stress environments while staying focused under pressure. I am fine-tuned at enhancing customer experiences by employing service-oriented skills, understanding and analyzing customer needs and providing customized solutions to eradicate complaints and build loyalty. I'm also a solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and team mates whilst staying motivated to maintain customer satisfaction and contribute to overall business success. I'm a detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Skills

  • customer experience and operations
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Experience

Joan Gathu

Work experience
  • Overseeing and coordinating daily company business operations.
  • Developing and implementing growth strategies – innovate
  • specialized products and marketing strategies for both Societies.
  • Craft business development processes and monitor the company
  • strategies.
  • Develop, manage and maintain a high performance and efficient
  • team. Creating and managing budgets – ensuring that the
  • company operates at full financial efficiency to ensure growth and
  • profitability.
  • Oversee member recruitment and service delivery through
  • innovative and efficient channels.
  • Ensure that the company is always compliant with all its statutory
  • obligations and laws that govern the company.
  • Analyzing the company day to day accounting and financial data
  • for the purpose of compliance and presentation to the board as
  • needed may arise.
  • Researching and identifying company growth opportunities.
  • Assist in determining and making investment opportunities analysis
  • for proper decision making and proposals.
  • Tracking, locating and contacting debtors about their outstanding
  • obligations with the help of the finance manager compile regular
  • delinquency accounts.
  • Generating reports and giving presentations during management
  • and board meetings.
  • Ensure proper planning of company activities – e.g. by organizing
  • and taking a lead in member and board meeting deliberations.
  • Signing up key strategic partnerships to enhance growth for the
  • cooperative members.
  • Organizing and conducting Annual General meetings to inform
  • members on the performance of the cooperative

Joan Gathu

Work experience
  • September, 2021 - December, 2021
  • Fulltime
  • caregiver skills acquisition programs to help them better
  • themselves.
  • Assisted in developing media strategies and campaigns.
  • Conduct surveys to gather information on child services of
  • rendered services and programs that are running.
  • Leadership Skills.
  • Utilize social media platforms in reaching out to donors,
  • children and their caregivers to help resolve issues and
  • provide quick response to inquiries.
  • Conducted home visits to the beneficiaries to do evaluation
  • of the home situation, gain feedback and check on the
  • progress of the programs implemented in the community.
  • Utilize customer relationship management (CRM) tools in
  • coordinating and monitoring clients' experience operations.
  • Attended seminars, workshops, and conferences to improve
  • on existing job knowledge and more on community
  • development.
  • Organize training programs for children and caregivers
  • experience in order to update their job knowledge and
  • enhance their skills.
  • Participated in team projects, demonstrating ability to work
  • collaboratively and effectively.
  • Learned and adapted quickly to new technology and
  • software applications.

Joan Gathu

Work experience
  • Oversee customer service officers.
  • Providing clients with product and service information on market
  • position.
  • Respond to general queries that arrive via phone, walk-ins and
  • E-mails.
  • Opening -CDS accounts for clients on the CDSC system and broker
  • system.
  • Maintaining client databases making sure KYC protocol is
  • followed.
  • Receiving client orders entering them into the system.
  • Executing payment requests from clients on a day to day basis.
  • Handling, maintaining and resolving client complaints and Liaise
  • with Agents and handling their requests.
  • Receipt, verification and reconciliation of all client documents.
  • Ensuring sustenance of service quality and excellence through
  • reactive and proactive responses.
  • Follow up on client transfers and immobilizations to ensure they are done.
  • Receiving and maintaining a schedule of client applications in
  • respect to IPOs, broker transfers and private transfers.
  • Cost management within the department and company at large.

Joan Gathu

Education
  • Bachelor of Arts and Humanities, Community Development

Joan Gathu

Work experience
  • Took responsibility to help students develop key skills.
  • Developed creative and imaginative class projects for the
  • students to participate in.
  • I also provided regular feedback to the teachers, parents and
  • guardians regarding class performance and behavior of
  • students.
  • Successfully prepared and marked class assignments and
  • exams.
  • Ensured school programs and activities were on schedule.

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