AGATHA MUGO
Dublin
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
12
12
years of professional experience
Work History
Community Operations Analyst
Covalen
Dublin, Ireland
10.2023 - Current
- Issues warnings for content violations and restricted user access to reduce incidents
- Investigates reports of content violations, researching and resolving issues within stringent timeframes
- Escalates complex issues of harassment or fraudulent activity to supervisors for further investigation
- Safeguards users with swift and effective removal of offensive or harmful content
- Maintains platform integrity by quickly addressing threats and harassment in alignment with established protocols
Customer Service Agent
Sky Handling Partner
Dublin, Ireland
05.2022 - 09.2023
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Ensured passenger safety by strictly adhering to all airport security protocols and procedures.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
Administrative assistant
Mainflow Preparatory School
Nairobi, Kenya
09.2019 - 12.2021
- Reduced time spent on administrative tasks by automating key processes.
- Assisted employees with benefits enrollment, ensuring accuracy of information and timely processing of forms.
- Served as a knowledgeable resource for all staff members regarding company policies, procedures, benefits, and other HR-related matters.
- Developed policies and procedures that align with company objectives and legal requirements.
- Organized company-wide events designed to boost employee morale.
- Enhanced employee retention by developing and implementing comprehensive onboarding programs.
- Coordinated employee events and recognition programs to promote a positive work culture and strengthen team relationships.
- Provided guidance on employment law compliance, reducing the risk of litigation and penalties for the organization.
- Implemented performance review system that provided constructive feedback and set clear career paths for employees.
- Developed and enforced HR policies that aligned with organizational goals, maintaining compliance with labor laws.
Program's assistant
Health rights, HERAF
01.2016 - 08.2019
- Maintained a high level of accuracy in all project documentation, ensuring consistency and clarity throughout the lifecycle of projects.
- Enhanced team communication by organizing and maintaining accurate documentation of meeting notes, action items, and followups.
- Maintained a well-organized document repository for easy access to vital information during the lifecycle of projects.
- Worked with senior leadership to complete complex projects on time and under-budget.
- Handled administrative duties, filing, and errands.
- Assisted project managers in achieving timely completion of projects through diligent monitoring and tracking of deadlines.
- Provided assistance with preparation of project-related reports, manuscripts and presentations
- Strengthened working relationships between team members with effective collaboration on tasks and open communication channels.
Intern
Ministry of Foreign affairs
08.2015 - 01.2016
- Increased accuracy of documentation by proofreading, editing, and formatting reports and presentations.
- Prepared and edited documents and reports for quality and accuracy.
- Received and screened incoming calls, emails and visitors and alerted administrative manager to priority matters.
- Assisted with organization and maintenance of office filing system for easy retrieval of information.
- Contributed to efficient office workflow by managing inventory and ordering supplies as needed.
- Managed incoming and outgoing mail and packages to facilitate prompt delivery and receipt.
- Maintained confidentiality of sensitive information through proper handling of documents and correspondence.
Research Assistant
Health Rights Advocacy Forum, HERAF
09.2012 - 12.2012
- Collecting and compiling the field work data and analyzing the data collected, presenting it in a clear and concise manner to allow decisions to be made
- Arranging community outreach on matters regarding health always ensuring success on the outreach
- Updating the organization social media platforms to ensure the message is displayed in a manner that reaches the respective audience
- Participated actively in regular meetings with fellow researchers to discuss project updates, challenges faced, and lessons learned during ongoing activities.
- Organized research materials, maintaining a well-ordered workspace conducive to productivity.
- Conducted literature reviews to support hypothesis development and identify gaps in existing knowledge.
- Contributed to the publication of research articles in peer-reviewed journals, showcasing expertise in various topics.
- Collaborated with multidisciplinary teams to develop innovative research methodologies and strategies.
- Monitored project timelines, ensuring timely completion of tasks while maintaining high-quality output.
Education
Masters Of Science - In International Business And Law(with A Minor in HR
Griffith College Dublin
Dublin11.2023
BSc - Communication and Public Relations
Moi University
12.2016
Skills
- Internal Communications
- Employment law knowledge
- Workforce Planning
- Strategic planning abilities
- Process improvement techniques
- Documentation and Recordkeeping
Languages
English
Advanced (C1)
Swahili
Bilingual or Proficient (C2)
Professionalsummary - Careerobjectives
Proactive and outgoing individual with keen desire to gain work experience and learn from customer service team. Offers excellent organisational and time management skills to complete tasks within deadlines. Quick learner, confident at working in fast-paced environments. Detail-focused professional with solid business acumen and problem-solving abilities. Adaptable and high organised confidently navigates new technologies and systems.
Timeline
Community Operations Analyst
Covalen
10.2023 - Current
Customer Service Agent
Sky Handling Partner
05.2022 - 09.2023
Administrative assistant
Mainflow Preparatory School
09.2019 - 12.2021
Program's assistant
Health rights, HERAF
01.2016 - 08.2019
Intern
Ministry of Foreign affairs
08.2015 - 01.2016
Research Assistant
Health Rights Advocacy Forum, HERAF
09.2012 - 12.2012
BSc - Communication and Public Relations
Moi University
Masters Of Science - In International Business And Law(with A Minor in HR
Griffith College Dublin