Summary
Overview
Work History
Education
Skills
• Reading and writing • Table tennis /Judo
Languages
Timeline
Generic

Muma Sandra Wichu

London

Summary

Proficient Office Administrative assistant successful at efficiently and accurately managing records and databases. Articulate communicator with natural leadership skills and team building expertise demonstrated through several years of experience in office environments. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Overview

8
8
years of professional experience

Work History

Office Coordinator

316 Startups Ltd.
10.2022 - Current
  • Support day to day business operations
  • Liaise with clients and third parties
  • Make travel bookings and travel arrangements as required
  • Manage diaries and client appointments
  • Maintain an update client and prospect information
  • Liaise with admin centres and head office as required
  • Monitor business reports
  • Implement, operate, and maintain effective systems, processes, and operations
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
  • Tracked records, filed documents, and maintained communication between clients to manage office activities.
  • Served as a point of contact for clients visiting the office, providing exceptional customer service that led to increased client retention rates.
  • Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
  • Increased efficiency by regularly evaluating office workflows and recommending improvements as necessary.
  • Oversaw maintenance requests for office equipment, ensuring prompt repairs or replacements as needed to prevent downtime.
  • Managed office activities by maintaining communication between clients, tracking records, and filing all documents.
  • Organized team workload and prioritized tasks to streamline office functions in deadline-driven environment.

Customer Experience Advisor

Dialect Communications LTD.
11.2021 - 10.2022
  • Working with financial institutions to provide valuable support to customers every day of the year through inbound and outbound calls, chats and especially emails (jiras)
  • Providing customer services to card providers such as Paynetics, Sokin, B4B and B4S
  • Assisting customers to know their available balance in their account via calls, chats, and emails
  • Assisting customers with lost and stolen cards via calls, chats, and emails
  • Helping customers whose cards are not working or ordering new cards for customers via calls, chats, and emails
  • Assisting customers in transferring existing balances to their new cards via calls, chats, and emails
  • Helping customers with fraudulent transactions via calls, chats, and emails
  • Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
  • Identified potential areas of improvement in the customer journey, suggesting actionable solutions to management.
  • Promoted a culture of continuous improvement by sharing best practices and learning from other team members'' experiences.
  • Collaborated with team members to optimize workflow processes and increase overall efficiency.
  • Developed strong relationships with clients by providing attentive support, earning their trust and loyalty over time.
  • Delivered exceptional service by utilizing product knowledge and problem-solving skills during customer interactions.
  • Contributed to increased client retention rates by building rapport through empathetic listening skills during difficult conversations.
  • Collaborated with cross-functional teams to improve overall customer experience across various touchpoints.
  • Maintained detailed records of customer interactions, allowing for data-driven decision-making and targeted support strategies.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Documented customer interactions in internal database to maintain customer service history details.

Office Admin Assistant/Customer Service Advisor/ (Key Holder)

Admiral Casinos
01.2019 - 07.2021
  • Resolving customer complaints
  • Keeping the shop clean and tidy and stocked with betting slips, pens, and odds sheets
  • Giving information about products like gaming machines
  • Reporting any suspicious betting patterns or underage gambling to the shop manager
  • Balancing takings after the shop closes for the day
  • Responding to phone calls and email request
  • Maintaining customer service records
  • Controlling the shop floor by checking IDs so under 18s are not allowed to gamble
  • Handling finances and giving customers change if they need it
  • Using computerized systems to take bets and pay out winnings
  • Making sure the Satellite TV, video and digital display systems Are working well
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.

Administrative Assistant

Rent-a-Cleaner limited
01.2017 - 01.2019
  • Dealt with routine enquiries at reception or by telephone and referred more complex matters to appropriate members of staff
  • Handled scheduling of meetings and calendar management for senior staff
  • Acted as main contact for internal and external clients
  • Assisted managers in compiling and organizing materials for meetings
  • Receiving incoming calls/emails and booking in customers for cleaning services all around central London
  • Receive payments and sends invoices to customers through emails
  • Kept and maintained accurate filing system for preservation of office information
  • Took detailed minutes at meetings following instructions from senior team members
  • Arranged supplies, documents, and spaces for meetings
  • Maintaining a high level of professionalism with customers and working to establish a positive rapport with every client
  • Also check out for incoming emails from customers if they have any complaints about their services and reschedule a team for a polish up
  • Make accounts every end of the day and forward reports to manager
  • Making sure the storage is stocked with materials for cleaners to be well equipped
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.
  • Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.

Education

MBA - Business Administration

University of The West of Scotland
London, United Kingdom
03.2018

Skills

  • Schedule Coordination
  • Office Administration
  • Office Management
  • Customer Service
  • Empathy
  • Resilience
  • Excellent communication skills on all levels
  • Strong organisational skills
  • Client relationship management
  • Customer service and complaints
  • High level of attention to details
  • Team player
  • Confident user of MS office packages
  • Knowledge of salesforce
  • Administrative experience

• Reading and writing • Table tennis /Judo

Lover of journals and books to keep me updated

Play table Tennice and other games at leisure

Languages

English
Native language
French
Advanced
C1

Timeline

Office Coordinator

316 Startups Ltd.
10.2022 - Current

Customer Experience Advisor

Dialect Communications LTD.
11.2021 - 10.2022

Office Admin Assistant/Customer Service Advisor/ (Key Holder)

Admiral Casinos
01.2019 - 07.2021

Administrative Assistant

Rent-a-Cleaner limited
01.2017 - 01.2019

MBA - Business Administration

University of The West of Scotland

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Muma Sandra Wichu