Grace Sowa
Executive Partner
Nairobi, Nairobi Province,30
Summary
Organized Virtual Assistant dedicated to improving accuracy and efficiency by maintaining and developing administrative and procedural processes. A focused and communicative individual possessing superb data entry, time management, and customer service skills. Offering over 7 years of experience providing quality administrative support to clients. Skilled in problem-solving and relationship management, significantly contributed to operational efficiencies and client relations, ensuring project milestones are met with precision and professionalism.
Overview
14
14
years of professional experience
Work History
Virtual Administrative Assistant
Reddit Social Sales
10.2021 - 02.2024
- Provided basic technical assistance for software applications and online tools
- Managed travel diaries and coordinated schedules
- Handled financial records and invoicing
- Responded to customer inquiries, resolved issues, and provided support via email, chat, and phone.
- Enhanced team collaboration through proficient coordination of virtual meetings and conference calls across various time zones.
Virtual Customer Service Representative
Amazon Online
07.2014 - 08.2021
- Delivered solutions to clients through emails, chats, and phone calls
- Managed customer accounts, handled sales inquiries, and upsold products and services
- Oversaw brand reputation on social media platforms
- Processed orders and maintained customer databases.
- Collaborated with team members, sharing best practices for handling challenging situations effectively.
- Stayed informed on company policies, product updates, and industry trends to provide accurate information to customers.
Customer Service Representative
Lancet Laboratories
03.2013 - 04.2014
- Handled cashiering duties and assisted incoming patients
- Answered phone calls and managed customer queries
- Market services to regular doctors.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
Personal Assistant
Quickpack Limited
08.2012 - 01.2013
- Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Collaborated with other support staff in coordinating joint projects or covering workload during absences.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Enhanced executive''s productivity by managing schedules, organizing meetings, and overseeing correspondence.
Customer Service Assistant
Technique Connections
03.2010 - 06.2012
- Provided excellent service and prompt responses to customer inquiries.
- Developed client relations to create repeat and continued business.
- Assisted the manager in ensuring department targets were met or exceeded.
- Maximized sales by advising customers and implementing client books and sales availability.
- Supported the manager in implementing initiatives promoting organizational growth through sales activities.
Customer Care Representative
Marende Law Firm, Mombasa
12.2009 - 02.2010
- Operated switchboard to relay calls and maintained office filing
- Ensured effective communication between clients and operational management.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
Education
Diploma - Air Ticketing And Travel Operations
Nairobi Aviation College
Nairobi, Nairobi Province, Kenya 04.2001 -
Diploma - Business Administration
Zetech University
Nairobi, Nairobi Province, Kenya 04.2001 -
Skills
Calendar Management
Meeting Scheduling
Project Management
CRM Management
File Management
Project Management
Document Preparation
Travel Arrangements
Administrative Support
Relationship Management
Calendar Management
Customer Service
Office Administration
Time Management
Customer and client relations
Problem-Solving
Languages
Swahili
Native language
English
Proficient
C2
Timeline
Virtual Administrative Assistant
Reddit Social Sales
10.2021 - 02.2024
Virtual Customer Service Representative
Amazon Online
07.2014 - 08.2021
Customer Service Representative
Lancet Laboratories
03.2013 - 04.2014
Personal Assistant
Quickpack Limited
08.2012 - 01.2013
Customer Service Assistant
Technique Connections
03.2010 - 06.2012
Customer Care Representative
Marende Law Firm, Mombasa
12.2009 - 02.2010
Diploma - Air Ticketing And Travel Operations
Nairobi Aviation College
04.2001 -
Diploma - Business Administration
Zetech University
04.2001 -
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