Mercy Sarah Riziki Mmuso

Nairobi

Summary

Motivated, bilingual professional with strong communication, organization, and people skills developed through front office and administrative support roles. Experienced in handling client interactions, coordinating tasks, and supporting teams both in-person and virtually. Trained in customer service and virtual assistance, with hands-on volunteer experience in digital tools and remote client communication. Eager to launch a successful career in a call center environment. Quick to learn, tech-savvy, and committed to delivering outstanding service.

Overview

Certification

Work History

Virtual Assistant Practice (Voluntary)

ALX Africa Training Program

Participated in hands-on training to simulate virtual assistant tasks.
Managed sample inboxes, calendars, and documents as part of practical exercises.
Practiced responding to mock client emails and calls with clarity and professionalism.
Gained confidence in using tools like Gmail, Google Docs, Zoom, and task trackers.

Front Desk & Administrative Support

Answered incoming calls and provided professional support to visitors and clients.
Scheduled appointments, coordinated documents, and maintained a tidy front office.
Handled inquiries with patience and clarity, helping improve customer satisfaction.
Supported team communication and logistical arrangements.

Community Event Support

Greeted and directed attendees during local outreach events.
Assisted with meeting setup, coordination, and communication.
Developed public-facing communication and multitasking skills.

Education

Bachelor of Arts - Tourism & Hospitality

Makerere University

Kampala, Uganda

Skills

Verbal & Written Communication (English & Swahili)
Call Handling & Phone Etiquette
Customer Service & Support
Conflict Resolution & Problem-Solving
Time Management & Organization

Microsoft Office & Google Workspace
CRM Basics & Data Entry
Email, Calendar & Task Coordination
Active Listening & Empathy
Remote Collaboration Tools (Zoom, Slack, Google Meet)

Certification

Introduction to Call Center Customer Service, Alison
Customer Service Fundamentals, Coursera / Alison
Virtual Assistant Training, ALX Africa

Volunteer Experience

Community Event Support, Greeted and directed attendees during local outreach events., Assisted with meeting setup, coordination, and communication., Developed public-facing communication and multitasking skills.

References

Michael Shikuku, HR Assistant, Chandarana Supermarket Ltd, +254 723 864 869
Patricia Makonjo, Executive Assistant, Chandarana Supermarket Ltd, +254 723 706 774
Millicent Njeri, Receptionist, Chandarana Supermarket Ltd, +254 711 627 297

Fit For Role

Friendly, professional communicator fluent in Swahili and English
Passionate about customer service and helping people
Comfortable with technology, remote work tools, and multitasking
Highly adaptable, fast learner, and team player
Strong foundational skills in office support and client interaction

Voluntary Training

Virtual Assistant Practice (Voluntary – ALX Africa Training Program), Participated in hands-on training to simulate virtual assistant tasks., Managed sample inboxes, calendars, and documents as part of practical exercises., Practiced responding to mock client emails and calls with clarity and professionalism., Gained confidence in using tools like Gmail, Google Docs, Zoom, and task trackers.

Timeline