Abigael Mutie
Virtual Assistant
Nairobi,Nairobi
Summary
Organized Virtual Assistant dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. Focused and communicative individual possessing superb data entry, time management, customer service skills and social media management skills. Offering 8 years of experience providing quality administrative Customer Experience support to clients
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Virtual Assistant
Freelancer
Nairobi, Nairobi
01.2022 - Current
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Analyzed and reported social media and online marketing campaign results.
- Strategized and developed video content for client's website and social media publications.
- Partnered with graphic designers creating content and promoting ad campaigns.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed Facebook, Instagram and Twitter content to keep brand messages consistent.
- Reported social media performances and engaged with digital communities to build positive regard for company.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Completed administrative tasks by performing business correspondence, transcription and data entry.
- Managed electronic and paper filing systems by updating paperwork, maintaining documents and accurately recording information.
- Analyzed and compiled data to prepare comprehensive reports for management.
- Executed travel arrangements by researching and booking flights and accommodations.
Customer Service Executive 1
Maisha Bora Sacco Society Ltd
Nairobi, Nairobi
06.2018 - 10.2021
- Manage companies Social Media platforms (Facebook, Twitter & Youtube)
- Designing and deploying Customer service survey through survey monkey. 2 surveys were conducted per year.
- Prepared variety of different written communications, reports and documents.
- Maintained excellent attendance record, consistently arriving to work on time.
- Learned new skills and applied to daily tasks to improve efficiency and productivity. E.G Designing using Canva, Social Media management using Sprout Social & Hootsuite
- Participated in team-building activities to enhance working relationships.
- Handled 150 calls per day to address customer inquiries and concerns.
- Resolved problems, improved operations and provided exceptional service.
- Carried out day-to-day duties accurately and efficiently.
- Analyzed and reported social media and online marketing campaign results.
- Developed marketing content such as blogs, promotional materials and advertisements for social media.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer comments and questions via LiveChat during shifts.
- Resolved concerns with products or services to help with retention and drive sales.
Senior Social Media Representative
Equity Bank Group
Nairobi, 001
01.2017 - 05.2018
- Social Media Campaign development and management during campaign life cycle
- Social media leads management by generation, follow up and closure for sales
- Quality assessment on written content pushed out and customer interactions
- Oversee social media accounts' design (e.g. Facebook timeline cover, profile pictures and blog layout)
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Participated in team-building activities to enhance working relationships
- Used coordination and planning skills to achieve results according to schedule
- Carried out day-to-day duties accurately and efficiently
Customer Care Representative
Equity Bank Group
Nairobi, Nairobi
01.2013 - 01.2017
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Logged call information and solutions provided into internal database.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Equity Bank Group - Customer Care Representative Answered average of 150 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Described product to customers and accurately explained details and usage of AmEx credit card.
- Provided elevated customer experience to generate loyal clientele.
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
- A Member of the Equitel Telephony Level 2 Support Team Responded to an average 150 emails per day on the mail groups Equitel and Telephony.
- Resolved Equitel queries on functionalities, errors and offers. Email management via Customer Relationship Management (CRM).
Education
Bachelor of Arts - Sociology
Moi University
Eldoret 09.2008 - 03.2012
Skills
Office management
Timeline
Virtual Assistant
Freelancer
01.2022 - Current
Customer Service Executive 1
Maisha Bora Sacco Society Ltd
06.2018 - 10.2021
Senior Social Media Representative
Equity Bank Group
01.2017 - 05.2018
Customer Care Representative
Equity Bank Group
01.2013 - 01.2017
Bachelor of Arts - Sociology
Moi University
09.2008 - 03.2012
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