verd choi
Senior Operations & Communications Specialist
Salary / Daily rate
Ruaka, Kenya
Freelance
Can come onsite
Skills
Languages
About me
Intro
Operations & Communications Specialist with 8+ years in program management, refugee casework, and client support. Led processing improvements achieving 25% faster turnaround times and 30% client retention increase in tech B2B environments. Expertise in USRAP, CRM systems, and humanitarian operations with proven team leadership skills.
Work experience
Church World Service
Apr 2022 - Present
4 years 7 months
Nairobi, Kenya
Senior Programs Assistant-Refugee Communications
May 2023 - Present
3 years 6 months
Nairobi, Kenya
Led the efficient processing of refugee case files under the U.S. Refugee Admissions Program (USRAP), ensuring full compliance with policy and program guidelines. Managed START (Standard Application for Refugee Processing) system data integrity and movement coordination across case stages. Key Contributions: ✦ Supervised case processing projects involving team coordination, pipeline reviews, and workflow planning, resulting in a 25% improvement in processing turnaround time. ✦ Provided leadership support by assigning daily tasks, resolving case discrepancies, and onboarding new staff. ✦ Delivered staff performance feedback through quality control checks and actively recommended improvements to training curricula. ✦ Enhanced data accuracy by conducting frequent quality reviews and improving reporting insights used by supervisors. ✦ Conducted field missions including refugee document scanning, applicant counseling, and logistical support for IOM medical missions. Tools: START, Microsoft Office Suite, SharePoint, Salesforce (training), Slack.
Case Processing Assistant-Refugee Communications
Apr 2022 - May 2023
1 year 2 months
Nairobi, Kenya
Worked directly with refugees and partner agencies (UNHCR, IOM) to coordinate communications and case processing. Delivered high-quality, compassionate applicant support via phone and CRM platforms. Key Contributions: ✦ Conducted applicant follow-ups and updated case data in START and Salesforce. ✦ Ensured policy adherence while responding to applicant inquiries across East and Central Africa. ✦ Participated in intensive training on USRAP and case handling protocol. Tools & Systems: START, Salesforce, VoIP, CRM, Microsoft Office
Senior Relationship Officer-Team leader
Roamtech Solutions Limited
Dec 2020 - May 2022
1 year 6 months
Stellato Building
Acted as a vital link between the tech team and enterprise clients, managing mobile value-added service (VAS) portfolios and optimizing client satisfaction through strategic relationship management. Key Contributions: ✦ Successfully managed onboarding and day-to-day support for high-value clients, increasing client retention by 30%. ✦ Liaised with cross-functional teams to resolve technical issues and ensure timely service delivery. ✦ Delivered client performance reports and insights, helping optimize mobile campaigns and reach metrics. ✦ Played a central role in account growth through needs assessment, upselling, and post-sale relationship nurturing. Tools: Salesforce CRM, Jira, Google Workspace, Excel Dashboards.
Customer Service Specialist
Chloride Exide Limited
Oct 2016 - Mar 2020
3 years 6 months
Nairobi, Kenya
Supported the front office operations of a leading automotive battery provider, handling walk-in clients, warranty services, and customer satisfaction escalation cases. Key Contributions: ✦ Achieved consistent 90%+ customer satisfaction ratings through efficient resolution of service and warranty issues. ✦ Trained new hires on product specs, CRM usage, and customer care protocols. ✦ Managed inventory, invoicing, and after-sales reporting for Nairobi’s busiest service branch. ✦Introduced a feedback loop system that helped reduce repeat complaints by 20%. Tools: Sage Pastel, MS Excel, CRM systems, Point-of-Sale software, Microsoft Dynamics Navision
Customer Service Representative
CCI Kenya
Aug 2015 - Aug 2016
1 year 1 month
Nairobi, Kenya
Delivered telesales and customer retention support in a high-volume contact center, serving clients across diverse markets. Leveraged CRM tools to drive customer engagement, maintain service standards, and ensure issue resolution with efficiency and empathy. Key Contributions: ✦ Executed outbound telesales campaigns and managed inbound retention calls, consistently meeting individual and team targets. ✦ Maintained accurate customer records in the CRM, enabling better segmentation and improved retention tracking. ✦ Resolved client inquiries and complaints with professionalism, escalating complex issues to management for timely intervention. ✦ Collaborated with the Welcome Team to enhance onboarding and client experience during the first contact cycle. ✦ Compiled daily performance reports, contributing to data-driven decision-making and team accountability. Tools: CRM Systems, Microsoft Excel, Call Center Software
Education
Moi University
2014 - 2016
2 years 1 month