Naziiwa Aisha

To the Agency Director (AD);

• Work directly with the AD to support all aspects of his daily activities.
• Serve as the primary point of contact between the AD and the teams under Lion
• Draft, review and share communications with the team on behalf of the AD.
• Prepare and Organize for team meetings both physical and via different virtual meeting platforms on behalf of the AD.
• Running and coordinating the team sessions in his absentia.
• Share with the AD Month to date productions reports updates for the various teams under his Directorate.
• Running the team’s monthly field activations’ budget.

To the Team Lion;

• Set up new files and assigned Policy numbers for new businesses.
• Scheduling appointments and maintaining master calendar.
• Coordinating communications between various departments to schedule meetings and keep the team informed on critical matters.
• Monitoring and controlling office inventory, ensuring adequate supply levels, timely product ordering and efficient management of company resources..
• Liaising with customers, addressing enquiries, handling meeting requests and answering billing questions to provide outstanding customer care.
• Operating and maintaining various office machinery such as printers, fax machines and photocopiers to keep office running smoothly.
• Identifying data discrepancies through careful analysis, promptly researching issues for quick resolutions.
• Supporting managers with proactive, efficient clerical support to maintain smooth-running operations.

• Made suggestions and recommendations to customers based on issue or complaint description.
• Provided extensive, technical and in-depth information into product specifications to customers when required.
• Assisted in the upselling of additional, upgrades or higher value products by communicating deals throughout conservations.
• Kept up to date in product changes, developments and issues resolved to efficiently answer customer queries.
• Conducted general administration such as issuing refunds, responding to enquiries and answering external calls.
• Stayed knowledgeable in company best practices, procedures and customer service protocols by attending weekly trainings.
• Answered customer questions through a variety of different platforms such as live chat, phone, letter and email.
• Addressed and resolved customer complaints in a timely, efficient and helpful manner.
• Helped customers resolve difficulties using attentive listening skills and clever problem-solving.
• Helped customers feel valued and appreciated by proactively going the extra mile to solve queries and complaints.
• Addressed customer service enquires quickly and accurately.
• Built rapport with customers through courteous and professional communications.
• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
• Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
• Followed up on customer issues, reaching out to verify satisfaction beyond initial communication.
• Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.
• Monitored customer surveys and feedback to develop corrective actions for service-related issues.

• Worked with continued energy and enthusiasm to meet demands of fast-paced digital design environments.
• Designed printed brochures, banners and signs, aligning visual collateral with brand mission and values.
• Generated innovative, unique graphics and artwork with meticulous attention to client briefs.
• Demonstrated expertise in Photoshop, Illustrator and InDesign to create innovative, original graphics.
• Demonstrated exceptional skill in graphic editing, typesetting, photo manipulation and layout.
• Created corporate brand imaging by designing cohesive and engaging logos, letterheads and business cards.
• Used Adobe InDesign to create images and layouts according to brief.
• Utilised extensive knowledge of Adobe Photoshop and Illustrator to create high-quality images.
• Worked with clients to define marketing and design vision for various graphic design projects.
• Presented creative design work, took constructive feedback and worked towards positive outcomes.

• Supporting all activities related to registration which include, functions related to reception, filing and data management.
• Carrying out registration interviews in accordance with the local SOPs (Standard operating procedures) and registration standards.
• Regularly respond to queries from, asylum seekers and refugees regarding UNHCR’s registration Procedures and their rights and entitlements.
• Maintaining accurate and up-to-date records and data related to individual registration cases.
• Identify persons with specific needs and ensure timely referral to protection follow-up as required.
• Working with protection staff / Partners in the delivery of assistance and programming, including provision of identity and entitlement documentation.
• Act as interpreter and translator when needed.
• Refer cases to other units within the office and to implementing Partners as necessary.
• Carry out any other related as required by the Associate Field Officer.
• Responded to incoming requests for information or forwarded to appropriate individual.
• Scanned new documentation into system and classified data using standard codes.
• Secured data by following confidentiality procedures.
• Communicated ideas clearly across multiple channels to assist staff.

• Advised Procurement team colleagues on day-to-day requisitioning of raw materials.
• Developed contracts and procurement documentation with exceptional attention to detail.
• Liaised with site team on required materials and processed purchase orders.
• Solely managed a large daily administrative workload, prioritising and delegating work effectively.
• Managed input of procurement transactions on rolling work plan.
• Reduced documentation errors through meticulous attention to detail.
• Provided written correspondence for internal decision-making including identification of risks, guidance and recommend solutions.
• Effectively worked within budgetary constraints to minimise overspending.
• Demonstrated effective communications with clients to drive customer service improvements.
• Negotiated supplier quotes, securing cost savings on materials and equipment.
• Coordinated with Site Manager and supplier on delivery of materials to site.

• Addressed customer service enquires quickly and accurately.
• Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
• Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
• Resolved customer queries over phone and by email.
• Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.
• Listened to individual complaints with open mind and asked detailed questions to understand issues.
• Provided information on after-sales services for comprehensive support.
• Remained updated on company offerings through regular product research.
• Promoted company products using approved techniques, increasing revenue and exceeding performance expectations.
• Kept detailed records of customer interactions for future reference.
• Followed scripts and processes to uphold brand standards.
• Maintained constant presence at front counter to receive enquiries.
• Coordinated referrals and escalations to obtain specialized support.
• Monitored email to promptly collect and respond to complaints.
• Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.

• Sorted and distributed incoming mail to manage communication flow.
• Segregated and labelled products to maintain organised inventory.
• Helped formulate expenditure reports to submit to manager.
• Registered information on database to preserve accurate details.
• Handled phone calls and responded to emails on behalf of staff, keeping senior members free to focus on larger issues.
• Created presentations and printed important documents to prepare for staff meetings.
• Shadowed daily activities of office staff to gain understanding of scope of work.
• Executed administrative tasks under managerial supervision to optimise workflow.
• Booked conference rooms, scheduled catering and sent invitations to assist in coordinating events.
• Entered and verified computer data to create reliable records.
• Maintained organised and updated file systems for easy staff use.
• Sorted and distributed incoming mail and communications.
• Recorded stock movement for up-to-date inventory documentation.
• Photocopied and printed documents for office team members.
• Updated spreadsheets with key metrics to track information for staff.