Brenda Achieng Ochieng
Nairobi
Summary
Dynamic and dependable Customer Service and Executive Support Specialist with over 5 years of experience providing virtual and in-office support to executives and clients. Skilled in CRM tools, administrative coordination, and communication. Adept at handling client issues, managing executive schedules, and streamlining workflows for improved efficiency and service excellence.
Overview
7
7
years of professional experience
Work History
Virtual / Executive Assistant
Freelancer
10.2023 - 08.2025
- Managed complex calendars, travel, and executive meetings with precision.
- Handled client communication and correspondence, improving turnaround by 40%.
- Drafted professional reports, presentations, and meeting summaries.
- Organized company files and records for quick access and compliance.
- Supported project tracking and team collaboration using Asana and Slack.
- Acted as a first point of contact for clients, ensuring prompt response.
- Coordinated invoicing and payment tracking for international clients.
Medical Billing & Customer Service Rep
Allied Care Medical Solutions
01.2024 - 05.2024
- Responded to patient inquiries regarding statements and balances.
- Processed payments and resolved billing disputes empathetically.
- Maintained HIPAA-compliant patient records in Practice Management systems.
- Managed high-volume call and email queues while meeting service standards.
- Escalated complex insurance cases and ensured timely resolutions.
- Supported billing audits and improved documentation accuracy.
Executive Client Support & Operations Coordinator
Burn Manufacturing
Nairobi
07.2022 - 10.2023
- Served as primary contact for customer and executive communications.
- Scheduled and coordinated executive meetings, travel, and reports.
- Collaborated with teams to resolve customer and operational issues.
- Monitored orders, payments, and CRM data to maintain smooth workflows.
- Provided insights from client feedback to improve service quality.
- Supported senior management during CRM system transitions.
Customer Service Specialist
Call Centre International
Nairobi
01.2019 - 01.2021
- Handled customer inquiries via phone, email, and live chat.
- Resolved issues efficiently, reducing average handling time by 20%.
- Documented customer feedback and prepared service reports.
- Collaborated with departments to ensure smooth customer experiences.
- Escalated complex concerns and followed up to resolution.
Education
Diploma - Business Management and Administration
Kenya institute of management
Skills
- Customer Support
- Executive Assistance
- CRM Tools (Salesforce, Zendesk, HubSpot)
- Administrative Coordination
- Virtual Communication
- Microsoft Office
- Google Workspace
- Problem Solving
- Report Preparation
- Calendar & Travel Management
- Asana
- Slack
- Practice Management systems
Personal Information
Nationality: Kenyan
Timeline
Medical Billing & Customer Service Rep
Allied Care Medical Solutions
01.2024 - 05.2024
Virtual / Executive Assistant
Freelancer
10.2023 - 08.2025
Executive Client Support & Operations Coordinator
Burn Manufacturing
07.2022 - 10.2023
Customer Service Specialist
Call Centre International
01.2019 - 01.2021
Diploma - Business Management and Administration
Kenya institute of management