Martha Wangui Njihia
Nairobi,30
Summary
Dedicated virtual assistant and product support professional with proven expertise in digital communication, client care, and efficient problem-solving. Highly organized and adaptable, with the ability to manage tasks independently while collaborating effectively within dynamic teams. Committed to delivering high-quality results, maintaining professionalism, and adding value through reliability, proactive support, and a strong focus on continuous improvement.
Overview
2
2
Languages
16
16
years of professional experience
Work History
Virtual Customer Service Representative
Whirlwind Investments Ltd
10.2024 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Handled high volume of inbound calls and emails, prioritizing tasks effectively to maintain exceptional customer service standards.
- Streamlined the virtual support process for increased efficiency and improved response times.
- Served as a liaison between customers and internal departments, facilitating communication to resolve issues promptly.
Virtual Assistant
Kena Creatives
01.2023 - 08.2024
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Conferred with customers by telephone, chat or email to provide information.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
- Upheld the highest standard of confidentiality when handling sensitive information related to clients'' personal or business affairs.
- Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings.
- Researched topics and events to support supervisor's work agenda and projects.
- Streamlined administrative processes for increased productivity through effective email management and calendar coordination.
Sales Representative
Oasis Communication
01.2017 - 01.2019
- Built strong customer relationships, increasing repeat business.
- Delivered product presentations and resolved client inquiries.
- Met and exceeded sales targets through consultative selling.
Product Consultant
Info-Choice Technologies
01.2013 - 01.2015
- Guided clients on product features and usage to improve satisfaction.
- Collected feedback to improve product offerings.
- Worked with teams to enhance customer support processes.
Sales Representative
Teros Communication
01.2010 - 01.2012
- Promoted and sold communication products and services.
- Handled customer complaints and provided timely solutions.
- Supported new client onboarding and retention.
Education
MBA -
Certificate - Virtual Assistant
Certificate - Virtual Assistant
08.2025
- Certificate
Certificate - Business Administration And Management
01.2019
Skills
Digital communication methods Collaborative software expertise CRM application knowledge
Client communication
Email and calendar management
Data analytics with Google Sheets
Consulting for sales and products
Competence in digital tools: Microsoft Office and Google Workspace
Cognitive reasoning
Group dynamics management
Open To Remote
True
References
Available upon request
Timeline
Virtual Customer Service Representative - Whirlwind Investments Ltd
10.2024 - Current
Virtual Assistant - Kena Creatives
01.2023 - 08.2024
Sales Representative - Oasis Communication
01.2017 - 01.2019
Product Consultant - Info-Choice Technologies
01.2013 - 01.2015
Sales Representative - Teros Communication
01.2010 - 01.2012
University of The People - MBA,
Alison - Certificate, Virtual Assistant
Udemy - Certificate, Virtual Assistant
Alison - Certificate, Business Administration And Management