JANE KABUCHO
Nairobi
Summary
Highly efficient Virtual Assistant with a history of delivering top-notch administrative support and project management. Specialize in managing schedules, coordinating meetings, and conducting research to streamline operations. Possess strong communication skills, technical savvy, and ability to multitask effectively under pressure. Previous work has resulted in improved office efficiency and consistent client satisfaction.
Overview
5
5
years of professional experience
Work History
Customer Care Assistant
Kenya Tsetse and Trypanosomiasis Eradication Council (KENTTEC)
09.2019 - 01.2025
- Managed inbound and outbound communication, including answering phone calls, responding to emails, and handling postal correspondence.
- Scheduled and confirmed appointments, updated the event calendar, and communicated changes to staff.
- Welcomed and assisted visitors, provided information and directed them to appropriate departments.
- Prepared customer reports by gathering data collected during customer interactions.
- Provided feedback on potential improvements to the customer experience.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Delivered customer support to high call load each shift.
- Led on- and off-site customer support teams across multiple time zones.
- Provided product knowledge to customers upon request.
- Greeted customers in a friendly and professional manner.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Participated in team meetings to discuss strategies for improving customer service standards.
Education
Diploma - Customer Service
Alison College
06.2021
Certificate - English for Tourism and Hotel Reception
Alison College
06.2021
Kenya Certificate of Secondary Education -
Loreto High School
Matunda11.2014
Skills
- Customer Service and Client Relations
- Live chat support
- Complaint handling
- Email management
- Feedback collection
- Team collaboration
- Inbound customer service
- Customer relationship management
- Administrative Support
- Office Management
- Documentation and Reporting
- Multi-task management
- Conflict resolution
- Communication and correspondence
- Strategic Planning and Execution
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Call handling
- Empathy and patience
- Call centre experience
- Task prioritization
- Calendar management
- File organization
- Social media updating
- Project management
- Data entry documentation
Affiliations
- Environmental Committee, 2020
- HIV/AIDS Committee, 2019
References
- Ms. Agnes Waithira, Administrative Assistant, Nairobi River Commission, +254 729-265-546
- Mr. Cyrus Muiru, Director of Corporate Services, KENTTEC, +254 720-252-718
Timeline
Customer Care Assistant
Kenya Tsetse and Trypanosomiasis Eradication Council (KENTTEC)
09.2019 - 01.2025
Diploma - Customer Service
Alison College
Certificate - English for Tourism and Hotel Reception
Alison College
Kenya Certificate of Secondary Education -
Loreto High School
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