Joy Mwende

Resolved 100% of customer service requests within SLA timelines by triaging, logging, and tracking tickets across voice, chat, and email in CRM platforms. Performed first-level technical troubleshooting and maintained accurate service records to improve documentation quality and audit compliance.

Led daily coordination of distributed project teams over a 5-year engagement, consistently meeting delivery targets across multiple concurrent workstreams. Identified project risks early, analyzed large datasets into actionable stakeholder reports, and mentored team members on quality standards and workflow processes.

Provided real-time English–Kiswahili interpretation in high-stakes professional settings, ensuring accuracy and clarity for all parties. Maintained composure and linguistic precision under time pressure to support effective communication between clients and service providers.

Coordinated youth empowerment sessions and Universal Health Coverage (UHC) awareness campaigns, engaging community members across multiple stakeholder forums. Assisted in planning and facilitating community governance activities to support program delivery for a local development foundation.

Supported project documentation, coordination, and progress reporting within a government commission environment. Assisted with resource mobilisation initiatives developed in collaboration with the Food and Agriculture Organisation (FAO).

Conducted field data collection and evaluation for sand dam sustainability projects, compiling findings to support consultant reporting and impact assessment. Contributed to documentation needed for downstream assessment and reporting.

Completed a Diploma in Project Management at the Kenya Institute of Management.