MAISY KENDY
Nairobi
Summary
Executive Assistant skilled at offering high-level administrative support to senior-level staff. Expert in travel management, expense tracking and schedule coordination. Expertly assists executive team using exceptional communication and organizational skills.
Overview
6
6
years of professional experience
Work History
Business Development Representative
Hodi Technologies Ltd
Nairobi, Nairobi Province
08.2024 - Current
- Conducted market research to identify new business opportunities and target areas for expansion.
- Used SalesForce to handle current portfolio and prospective leads.
- Developed business pipeline using cold and warm techniques.
- Trained and mentored junior sales representatives, fostering a supportive team environment and facilitating professional growth.
- Refined sales pitch techniques based on ongoing evaluation of results, continuously adapting and improving for optimal outcomes.
- Implemented CRM systems to streamline sales processes, enhancing team efficiency and productivity.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Expanded business through effective network development, identifying new, and prospective clients.
- Provided exceptional customer service, resulting in increased client satisfaction and repeat business.
Executive Assistant to the Chief Executive Officer
PayPal, ATHENA
09.2023 - 08.2024
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Organized and coordinated conferences and monthly meetings.
- Processed travel expenses and reimbursements for executive team and senior management group.
Team Leader
Metro by T-Mobile, CCI Global
01.2023 - 08.2023
- Lead and supervise a team of customer service representatives, ensuring adherence to company standards and performance goals
- Analyze team metrics to identify areas for improvement and implement strategies to optimize workflow efficiency
- Allocate resources effectively to meet service level agreements and maintain high levels of customer satisfaction
- Implement quality assurance programs to monitor and evaluate performance, ensuring compliance with company policies and procedures
- Collaborate with Team Leaders/Operations Managers to address technical issues and support uninterrupted operations
- Generate reports and analyze performance data to track key performance indicators and drive continuous improvement initiatives.
- Set clear expectations for each member''s roles and responsibilities, leading to improved accountability across the board.
Customer Service Representative
Metro by T-Mobile, CCI Global
05.2022 - 12.2022
- Managed inbound calls, addressed customer inquiries and complaints, and maintained customer databases
- Provided coaching and feedback to team members to ensure consistent delivery of high-quality customer service
- Contributed to revenue generation by upselling and cross-selling Metro by T-Mobile products
- Collaborated with colleagues to achieve team goals and objectives, fostering a positive and collaborative work environment.
Customer Service Representative
Shutterfly, CCI Global
07.2021 - 04.2022
- Responded to inbound calls, processed orders and payments, and resolved customer issues in a timely and professional manner
- Proactively upsold and cross-sold products to maximize sales opportunities and increase revenue
- Managed online customer inquiries via email and chat, ensuring prompt and accurate responses
- Updated customer databases and collected feedback to monitor satisfaction levels and identify areas for improvement.
Debt Collector/Operations Officer
Opesa, TenSpot Kenya Limited
11.2019 - 06.2021
- Managed outstanding debts, negotiated payment plans, and handled customer inquiries
- Provided information about products and services, and advised on company policies
- Supervised day-to-day operations, delegated tasks, and conducted performance evaluations.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained consistently high success rate of collecting on overdue accounts.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
Assistant Teacher
St Mary's Sports View Academy
02.2019 - 09.2019
- Supported lead teachers in classroom management, lesson preparation, and student engagement
- Revised lesson material with students individually or in small groups and ensured a clean and safe classroom environment.
Education
Certified Public Accountant (CPA) -
Key Center of Excellence College
Nairobi, Kenya04.2025
Shutterfly Customer Service Training Certificate -
CCI Global
07.2021
Metro by T-Mobile Customer Service Training Certificate -
CCI Global
05.2022
IBM Data Analytic with Excel and R Professional Certificate -
Coursera
12.2024
Kenya Certificate of Secondary Education -
Uthiru Girls' High School
11.2018
Skills
- Project Management
- Email campaigns
- Lead Generation
- Customer Relationship Management
- CRM Software
- Problem-solving abilities
- Microsoft Excel
- Microsoft Office Suite
- Customer Service
- Office Administration
- Document Preparation
- Meeting planning
- Executive Support
- Calendar Management
- Travel Arrangements
- Schedule & calendar planning
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 20 agents.
- Worked with the CEO of PayPal
Languages
Swahili
Proficient
C2
French
Advanced
C1
English
Proficient
C2
Timeline
Business Development Representative
Hodi Technologies Ltd
08.2024 - Current
Executive Assistant to the Chief Executive Officer
PayPal, ATHENA
09.2023 - 08.2024
Team Leader
Metro by T-Mobile, CCI Global
01.2023 - 08.2023
Customer Service Representative
Metro by T-Mobile, CCI Global
05.2022 - 12.2022
Customer Service Representative
Shutterfly, CCI Global
07.2021 - 04.2022
Debt Collector/Operations Officer
Opesa, TenSpot Kenya Limited
11.2019 - 06.2021
Assistant Teacher
St Mary's Sports View Academy
02.2019 - 09.2019
Certified Public Accountant (CPA) -
Key Center of Excellence College
Shutterfly Customer Service Training Certificate -
CCI Global
Metro by T-Mobile Customer Service Training Certificate -
CCI Global
IBM Data Analytic with Excel and R Professional Certificate -
Coursera
Kenya Certificate of Secondary Education -
Uthiru Girls' High School
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