Hi, I’m
Joseph Ochieng
Nairobi,30
Fact explains nothing. On the contrary, it is fact that requires explanation.
Marilynne Robinson
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 and customer service skills. Offering five years of experience providing quality administrative support to clients.
Overview
11
years of professional experience
Work History
Confidential Employer
Virtual Assistant (Remote)
05.2024 - Current
Job overview
- Managed busy calendars and coordinated appointments for a team of 10, increasing scheduling efficiency by 35% and ensuring 100% adherence to deadlines for daily operations.
- Organized and responded to over 100 emails weekly, fostering clear and timely communication that improved response times by 40% and enhanced overall team collaboration.
- Conducted thorough research on various topics, delivering actionable insights that informed decision-making and contributed to a 20% increase in project success rates.
- Handled travel logistics, successfully booking flights, hotels, and transportation for over 50 trips annually, achieving a 95% satisfaction rate from travelers regarding travel arrangements.
- Proofread and refined documents, ensuring clarity and professionalism in all communications, leading to a 25% reduction in revisions and errors in final outputs.
- Organized and managed online events, creating memorable experiences for participants, which resulted in a 90% satisfaction rate based on post-event surveys.
- Captured and edited visual content, contributing to impactful marketing efforts that improved social media engagement by 50% and increased brand visibility.
- Completed business correspondence, transcription, and data entry.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Coordinated Skype calls across multiple time zones.
- Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
Remotely
Chat Moderator
11.2023 - Current
Job overview
- Actively monitored chat conversations to ensure compliance with platform rules, resulting in a 40% decrease in reported violations and fostering a respectful and inclusive environment for over 1,000 participants.
- Quickly addressed and resolved disputes, achieving a resolution rate of 90% within the first 5 minutes, ensuring that all participants felt heard and valued in discussions.
- Removed spam and inappropriate language, effectively filtering out 95% of offensive content, which contributed to a more relevant and enjoyable chat experience for users.
- Guided conversations to remain on topic, leading to a 30% increase in meaningful exchanges as measured by user feedback and engagement metrics.
- Fostered a friendly atmosphere by promoting positive interactions, which resulted in a 50% increase in new user registrations and retention over a six-month period.
- Supported users with technical questions or issues, providing assistance that improved user satisfaction ratings by 25%, as reflected in post-interaction surveys.
- Maintained up-to-date knowledge of industry trends, ensuring relevant moderation practices were employed.
Horizon Contact Centre
Team Captain & Customer Service Representative (Inbound)
02.2017 - 04.2019
Job overview
- Responded to customer inquiries and resolved complaints efficiently, achieving a 95% customer satisfaction rate and consistently meeting key performance indicators (KPIs) for response times and resolution rates.
- Documented cases and interactions to ensure thorough follow-up, leading to a 20% reduction in unresolved issues over a six-month period.
- Provided coaching and support to new team members, successfully onboarding over 15 representatives and improving their performance metrics by 30% within their first three months.
- Maintained regular communication with the Team Leader, facilitating timely resolutions to operational challenges and enhancing team cohesion.
- Conducted research and participated in product training to enhance product knowledge, resulting in a 25% increase in upselling opportunities during customer interactions.
- Demonstrated professional customer handling techniques, utilizing in-depth system knowledge to improve customer interactions and contribute to a 15% increase in repeat customer rates.
- Monitored individual performance metrics regularly, identifying areas for improvement while recognizing exemplary contributions from team members.
- Challenged teammates to get better and work harder by constructively confronting negativity, pessimism and laziness.
- Invested time to build and strengthen relationships with teammates by inquiring about individual challenges and goals.
Riruta Health Centre
Data Clerk Officer
01.2014 - 02.2016
Job overview
- Coordinated the flow of patients at the Accident and Emergency desk, reducing average wait times by 30% through efficient registration and file management.
- Directed patients to relevant clinics and assisted incoming personnel, contributing to a 25% increase in operational efficiency during peak hours.
- Oversaw data production and quality assurance, verifying and consolidating data from multiple sources, which improved data accuracy by 40%.
- Organized medical records upon patient checkout, ensuring 100% compliance with established filing methods and facilitating quick retrieval for follow-up care.
- Maintained comprehensive logs of facility activity and completed administrative tasks efficiently, achieving a 98% accuracy rate in documentation.
- Managed the registration process for new administration, birth, and death certifications, ensuring 100% accurate record-keeping and timely submissions.
- Prepared clinics for patient care, streamlining pre- and post-appointment tasks, which led to a 20% increase in patient throughput.
- Compiled daily bed returns and maintained accurate patient records for designated wards, enhancing reporting efficiency by 15%.
- Acted as a central point of communication within the facility, facilitating coordination among healthcare professionals, clients, and the public, which improved interdepartmental collaboration by 25%.
- Trained new employees on company-specific software applications, promoting a smooth onboarding experience for incoming staff.
Education
ALX Africa, Nairobi, 30
Virtual assistant from Communications
10.2024
Avenue Healthcare, Nairobi, 30
Certificate in patient attendant from Health Sciences
05.2023
Technical University of Kenya, Nairobi
High School Diploma
12.2014
Skills
- Customer Service Excellence
- Problem-Solving Abilities
- Effective Communication
- Attention to Detail
- Initiative and Proactivity
- Resourcefulness
- Teamwork and Collaboration
- Time Management
- Technical Proficiency
- Calendar Management
- CRM Management
- Social Media Updating
- Document Preparation
- Strong empathy
Personal Information
- Age: 33
- Marital Status: Married
Valueoffered
- Expertise in Virtual Assistance and Customer Service
- Strong background in Front Office Operations
- Effective Problem Resolution and Conflict Management
- Proficient in Database Management and CRM Tools
- Skilled in Project Management and Task Prioritization
- Commitment to Quality Assurance and Customer Satisfaction
- Proficient in Automated Systems and Software Utilization
- Ability to Work Remotely and On-Site
- Exceptional Communication and Interpersonal Skills
- Detail-Oriented with Strong Organizational Abilities
References
Available Upon Request
Cooking/Baking, Photography, Hiking, Puzzles/Games.
- Cooking/Baking: Enjoy experimenting with new recipes and flavors.
- Photography: Passionate about capturing moments and nature through photography.
- Hiking: Love exploring nature and staying active through hiking.
- Puzzles/Games: Enjoy solving puzzles and playing strategy games for relaxation.
Languages
Swahili, English
Native language
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of over 30 staff members.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 150+ calls per day, providing information and service to ensure customer satisfaction.
- Streamlined Operations - Reduced patient wait times by 30% at Riruta Health Centre by coordinating patient flow effectively, which significantly improved overall service delivery in the Accident and Emergency department.
- Organized Successful Events - Managed online events that received a 90% satisfaction rating from participants, enhancing community engagement and brand presence.
Interests
Photography and Visual Storytelling: Enjoy capturing and editing images, which complements my interest in creating impactful marketing content.
Event Planning: Interested in organizing events that foster community engagement and facilitate meaningful interactions among participants.
Creative Content Creation: Enjoy crafting engaging content, including product descriptions and marketing materials, which allows me to blend creativity with strategic communication.
Customer Experience Enhancement: Passionate about finding innovative ways to improve customer interactions and service delivery, constantly seeking to enhance user satisfaction and engagement.
Continuous Learning: Committed to professional development through attending workshops, online courses, and training related to customer service and virtual assistance.
Timeline
Virtual Assistant (Remote)
Confidential Employer
05.2024 - Current
Chat Moderator
Remotely
11.2023 - Current
Team Captain & Customer Service Representative (Inbound)
Horizon Contact Centre
02.2017 - 04.2019
Data Clerk Officer
Riruta Health Centre
01.2014 - 02.2016
ALX Africa
Virtual assistant from Communications
Avenue Healthcare
Certificate in patient attendant from Health Sciences
Technical University of Kenya
High School Diploma
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