Asana
CAROLINE MIRUGI
Business Support Specialist
Nairobi
Summary
Well-qualified Business Support Specialist with extensive experience in administration,customer service,bookkeeping and virtual assistance. Skilled in managing schedules, organizing records and facilitating communication to ensure smooth operations. Proficient in using cloud storage platforms, CRM tools and project management software to optimize workflows and support strategic goals. Known for reliability,strong organization skills and a problem solving mindset with a proven ability to handle financial tasks and contribute to business success.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Virtual Assistant/Bookkeeper
Freelancing
05.2023 - 11.2024
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
- Organized and managed team tasks using Trello and Asana.
- Enhanced financial integrity by reconciling issues and correcting records effectively.
- Conducted reconciliations of bank, credit card, and line of credit accounts, resolving discrepancies effectively.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Handled invoices, deposits, and money logs with meticulous attention to detail.
- Managed financial tracking of business expenses and income, ensuring organized bank statement maintenance.
- Established QuickBooks accounting system to reflect accurate financial records.
- Maintained a comprehensive balance sheet detailing assets,liabilities and equity enhancing financial transparency.
- Coordinated Skype calls across multiple time zones.
- Executed travel arrangements by researching and booking flights and accommodations.
- Managed diverse range of administrative tasks, ensuring timely preparation and submission of documents and reports.
Administrative Assistant and Customer Service Support
Wisepower Technologies
08.2022 - 12.2023
- Streamlined office communications and workflow by efficiently directing visitors, calls, and interoffice messages, managing client correspondence, and organizing hardcopy files, improving departmental coordination and data accuracy
- Spearheaded the training of new staff on company procedures, operational best practices, and software tools, ensuring seamless integration and fostering a well-prepared, collaborative team
- Orchestrated successful office events by securing venues, managing schedules, and coordinating logistics, supporting smooth operations and effective team collaboration across departments
- Enhanced administrative support through effective document management, report development, and coordination of inter-departmental communications, enabling smooth information flow and informed decision-making throughout the organization
- Efficiently handled high-volume correspondence through email and live chat, providing prompt responses and escalating issues as needed, strengthening client satisfaction and internal communication
Volunteer Youth Worker
Hope Worldwide Kenya
03.2021 - 03.2023
- Maintained confidentiality of children and medical conditions or issues.
- Provided guidance and support to participants to promote memorable experiences.
- Participated in session wrap up to provide feedback for continuous improvement of program.
- Coordinated activities providing safety requirements for participation.
- Answered visitor questions and shared details about special programs and experiences.
- Completed administrative tasks such as answering phones, filing paperwork and data entry.
- Facilitated workshops for skill-building aimed at empowering youth to achieve personal growth and development.
- Completed logs and entered data into computer system.
- Boosted volunteer participation by developing targeted recruitment strategies.
- Collaborated effectively with fellow team members to plan successful events that met organizational objectives while engaging the community.
- Fostered sense of belonging and support by mentoring new volunteers.
Intern
Kenya Bureau of Standards
10.2021 - 04.2022
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
- Streamlined data entry processes, significantly reducing manual errors.
- Collected, arranged, and input information into database system.
- Filed and updated departmental records to ensure easy retrieval of information.
- Prepared boardrooms for meetings.
- Received inbound and outbound calls.
- Responded to internal and external emails.
Administrative Officer
Viewpoint Millers
01.2017 - 01.2020
- Managed stock and supplies to meet team demands, supporting seamless operations and reducing downtime through proactive inventory control and timely procurement
- Delivered high-quality administrative support to managers and staff, ensuring smooth daily operations by handling calls, emails, data entry, and database audits with accuracy and professionalism
- Recorded transactions in the accounting system, enhancing payment tracking and sales forecasting for improved financial planning and informed decision-making
- Coordinated equipment repairs and replacements by recruiting and managing contractors, minimizing disruptions and maintaining a productive office environment
- Organized and maintained comprehensive manual and electronic filing systems, ensuring quick access to accurate information and supporting effective record management across departments
- Improved communication within the organization through regular updates on policies, procedures, and key events.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed sensitive data securely by establishing strict access controls and implementing proper storage protocols.
Education
Diploma of Higher Education - Business Management
KCA University
01.2020 - 11.2021
Kenya Certificate of Secondary Education - K.C.S.E
Don Bosco High School
01.2012 - 11.2015
QuickBooks - Bookkeeper
QuickBooks Pro Advisor
Virtual Learning 01.2023 - 03.2023
Customer Relationship Management
Khan Academy
Virtual LearningSkills
Calendar management
CRM management
Time management
Administrative support
Recordkeeping
Microsoft office
Attention to detail
Mail management
Database entry
Bookkeeping
Travel planning
Cloud storage management
Certification
Certificate of Mentorship, Hope Worldwide Kenya, 03/01/23, 04/01/23
Accomplishments
- Enhanced customer satisfaction resulting to 20% increase by implementing efficient support processes.
- Empowered new interns with tailored training programs.
- Streamlined office procedures by delegating tasks strategically.
Software
Google Suite
QuickBooks
Trello
Zoom
Toggl Track
Bookingscom
Slack
Mondaycom
Odoo
Referees
Available upon request.
Timeline
Virtual Assistant/Bookkeeper
Freelancing
05.2023 - 11.2024
QuickBooks - Bookkeeper
QuickBooks Pro Advisor
01.2023 - 03.2023
Administrative Assistant and Customer Service Support
Wisepower Technologies
08.2022 - 12.2023
Intern
Kenya Bureau of Standards
10.2021 - 04.2022
Volunteer Youth Worker
Hope Worldwide Kenya
03.2021 - 03.2023
Diploma of Higher Education - Business Management
KCA University
01.2020 - 11.2021
Administrative Officer
Viewpoint Millers
01.2017 - 01.2020
Kenya Certificate of Secondary Education - K.C.S.E
Don Bosco High School
01.2012 - 11.2015
Customer Relationship Management
Khan Academy
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