Joan Marunga
Administrative Officer
Kampala,Uganda
Summary
Focused Administrative Officer with experience providing top-notch clerical support and operational assistance to meet staff needs. Capable and highly organized when coordinating documents, supplies and project resources. Clear communicator and self-motivated worker with decisive nature necessary to manage independent work.
Overview
10
10
years of professional experience
Work History
Customer Care and Administration Manager
Children's Clinic Naalya
12.2020 - 08.2023
- As the head of the customer care team, my role includes leading the front desk and support staff, and managing the support operations
- My achievements on the role included Customer management: I was the first point of contact for customer escalations
- I handled escalated customer issues and complaints that could not be resolved by frontline representatives, seeking resolution while maintaining a high level of customer satisfaction
- Daily operations management: I led the clinic operations which included front desk scheduling and supervision, stores and inventory ordering and management
- Cash management which covered, insurance claims management
- Executive Liaison: I was the key of point of liaison between the front office and the medical team
- In this role, I received and registered the requirements of the medical team and design activities for front office staff to meet them
- Setting Goals and Objectives: I set team performance goals and evaluated them, providing regular feedback and recommending results of performance evaluation
- My key achievements were: Designing a monthly rolling schedule for front desk and administrative staff, assigning duties and supervising their adherence to the rota
- Developing a routine to record and measure customer satisfactions which covered key performance indicators such as response times, resolution rates, and customer satisfaction scores.
Branch Operations Manager
NuMe Saloon
11.2016 - 09.2019
- As Branch Operations Supervisor, my roles included: Providing leadership and direction to a team of service and operational staff
- I was able to lead the team from the business startup stage to its current maturity
- I also managed the team growing it from 17 to 32 to include service, finance, and marketing staff turnover of less than 10%
- Managing branch operations including task scheduling for staff, cash and banking management, inventory management, and day close operations
- Managing the front desk which involved taking and following up appointments over phones, ushering in customers and directing them to their appointments, managing walk-in customers, and scheduling service times
- Actively creating a market for the salon and spa's products and services in order to increase monthly turnover
- I expanded our client base, doubling monthly turnover over a 13-month period, expanding the branch network to include a second service point and introducing a concierge service
- Managing sales which involved generating leads for new customers, telephone follow-up of sales leads and repeat customers, direct sales of hair and beauty products, and managing customer complaints
- Cash management including receiving payments, issuing petty cash, banking receipts and making the end-of-day reports.
Intern - Social Work
Banda Community Development Program
06.2016 - 08.2016
- As an intern, I supported operations of the extension program in the following roles: Performing routine home visitations in the local communities, particularly to families with vulnerable young children, to ensure the care provided was sufficient and met health and safety standards
- Documenting the progress of the families under my supervision and regularly updating my superiors on any changes which called for action
- Working in partnership with external organizations such as local hospitals, and schools to crosscheck and discuss arising challenges and need
- Handling referrals to counselling
- Working with children in care who needed foster parents or homes.
Personal Assistant to the Executive Director
Indulge Maternity Spa & Gym
08.2013 - 06.2016
- As the personal assistant, my roles included: Front desk services including receiving client enquiries, scheduling appointments, receiving walk-in clients and directing them to services
- Supporting the director to manage client scheduling and service, general staff administration, bookkeeping, and administrative support
- Carrying out HR functions like payroll runs, and maintenance of employee holiday calendar to ensure we had coverage throughout the year
- Undertaking banking activities including making deposits, checking and filing bank statements, maintaining accurate petty cash accounts all the time
- Operations support including stock management, staff supervision and ensuring health and safety standards were maintained in the span profile work experience.
Education
Bachelors in Social Work And Social Administration -
Kyambogo University
Kampala Uganda 01.2013 - 04.2016
Diploma in Microfinance -
Kyambogo University
Kampala Uganda 01.2010 - 04.2012
Masters In Business Administration -
Uganda Management Institute
Kampala Uganda 04.2023 - 04.2024
Skills
Customer Service
Administrations and Operations
Systems Monitoring
Employee Management
Systems Monitoring
Timeline
Masters In Business Administration -
Uganda Management Institute
04.2023 - 04.2024
Customer Care and Administration Manager
Children's Clinic Naalya
12.2020 - 08.2023
Branch Operations Manager
NuMe Saloon
11.2016 - 09.2019
Intern - Social Work
Banda Community Development Program
06.2016 - 08.2016
Personal Assistant to the Executive Director
Indulge Maternity Spa & Gym
08.2013 - 06.2016
Bachelors in Social Work And Social Administration -
Kyambogo University
01.2013 - 04.2016
Diploma in Microfinance -
Kyambogo University
01.2010 - 04.2012