LILIAN MUTHONI

• Executive Assistant professional with 5+ years of experience skilled at offering high-level administrative support to senior-level staff.
• Expert in Google tools, Google workspace, Microsoft suite, Internet research, Data entry and expense tracking, Calendar & inbox management, Calls management and Customer service.
• Expertly assists executive teams using exceptional communication and organizational skills.

• Room fellowship,through ALX training program.
• International Customer Service Association.
• Virtual Association for Administrative Professionals (VAAP), member 2022 - Present.

Inbound Marketer| Hubspot Academy.

• Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire. A total of 10 customers service representatives mentored.
• Telephone service & email management- Professionally processed 80+ calls and emails per day, providing information and services to ensure customer satisfaction.
• Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
• Explained policies on product returns in great detail, reducing repeat calls by 80%.
• Documented and resolved Complains 100% on CRM which led to reduced Complains by 90%.