Open to opportunities

Jennifer User

@jwnuser

Message

Remote office administrator focused on operations and customer support.

Kenya

Message

What I'm looking for

I seek remote roles where I can manage operations and customer support, improve processes, collaborate across time zones, and support HR functions while growing into broader operations responsibilities.

I am a highly organized, proactive Office Administrator and Operations Specialist with over seven years supporting logistics, customer operations, and administrative functions in remote and hybrid environments.

I manage end-to-end client communication, shipment coordination, HR administration, and documentation using digital tools such as SAP, Smartsheet, Google Workspace, Slack, and Zoom.

My work emphasizes autonomy across time zones, prioritization, and delivering accurate, timely results; I reduced document retrieval time by 40% and improved delivery efficiency by 15% through process improvements.

I consistently achieve high first-contact resolution (over 95%) and have supported onboarding and training for 50+ employees, demonstrating reliable cross-functional collaboration and strong attention to detail.

Experience

Work history, roles, and key accomplishments

Current

Office Administrator

Current

Super First Forwarders

Jun 2018 - Present (7 years 7 months)

Serve as primary remote contact for clients and coordinate logistics operations, improving delivery efficiency by 15% and resolving over 95% of client complaints on first contact. Implemented a digital filing system that reduced document retrieval time by 40% and supported onboarding for 50+ employees.

Logistics Coordination SAP Smartsheet Google Workspace Slack Customer Support HR & Administration

Customer Service & Operations Specialist

Global Homes Ltd

Feb 2011 - Nov 2013 (2 years 9 months)

Provided phone and email customer support and administrative executive assistance, improving customer retention through consistent service and contributing to company expansion. Managed payments and maintained accurate financial and customer records.

Customer Support Operations Management Scheduling Payments Processing Records Management Email Support Phone Support Administrative Support

Customer Care Representative

Kens Chic Hotel

Jul 2010 - Nov 2010 (4 months)

Handled guest inquiries, reservations, and payments while resolving complaints to maintain high customer satisfaction and improve guest experience through team collaboration.

Reserving Guest Relations Payments Processing Customer Service Front Desk Operations Team Collaboration

Customer Service & Retail Operations

Kestem Communication

Oct 2008 - Aug 2009 (10 months)

Provided multi-channel customer support, managed inventory and cash handling, and implemented an inventory tracking system that reduced stock discrepancies by 20%, contributing to a 15% sales increase during promotions.

Retail Operations Inventory Management Cash Handling Technical Support Sales Support POS

Education

Degrees, certifications, and relevant coursework

Technical University of Mombasa

Diploma in Logistics and Transport Management, Logistics and Transport Management

2015 - 2016

Completed a Diploma in Logistics and Transport Management with focus on logistics operations, shipment coordination, and transport management practices.