Summary
Overview
Work History
Education
Skills
Software
Affiliations
Certification
Interests
Accomplishments
Work Availability
Quote
Timeline
BusinessAnalyst
LILIAN MUTHONI

LILIAN MUTHONI

Customer Service Executive & Virtual Assistant
Nairobi

Summary

  • 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.

Overview

6
6
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages

Work History

Virtual Executive Assistant

Bribmac It Consultant Services
Nairobi
06.2022 - Current
  • Using advanced software to prepare documents, reports, and presentations, up to 10 in a week.
  • Screening calls and emails and responding accordingly to support executive correspondence.
  • Upholding strict timetables by maintaining accurate, balanced calendars on a daily basis.
  • Creating expense reports, budgets, and filing systems for the management team, on monthly basis.

Customer Service Executive

Old mutual Insurance Kenya
Nairobi
03.2017 - 06.2022
  • 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%.

Education

Virtual Assistant Studies - Certified Virtual Assistant

African Leadership University
05.2022 - 08.2022

Bachelor of Business Management - Insurance & Risk Management

Moi University
Nairobi
05.2018 - 06.2022

Skills

Data entry & Expense tracking

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Software

Google tools & Workspace

Microsoft Office

Word Processing

Spreadsheets

Presentations

Affiliations

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

Certification

Inbound Marketer| Hubspot Academy.

Interests

Charity

Nature & Wildlife Conservation

Welfare & Social Protection of Children

Social & Political Development

Accomplishments

  • 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%.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Virtual Executive Assistant

Bribmac It Consultant Services
06.2022 - Current

Virtual Assistant Studies - Certified Virtual Assistant

African Leadership University
05.2022 - 08.2022

Bachelor of Business Management - Insurance & Risk Management

Moi University
05.2018 - 06.2022

Customer Service Executive

Old mutual Insurance Kenya
03.2017 - 06.2022

Inbound Marketer| Hubspot Academy.

EQ and Communication Skills| Old Mutual Insurance Company.

Virtual Assistant| ALX training Program.

LILIAN MUTHONICustomer Service Executive & Virtual Assistant