Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Languages
Interests
Timeline
Generic

Michael Mutinda

VIRTUAL ASSISTANT
Nairobi, Nairobi Province

Summary

Dependable professional with experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, Asana, Slack and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives.

Adept at transforming challenges into opportunities, I leveraged data analytics at Safaricom PLC to enhance customer service efficiency and spearheaded sales strategies that significantly boosted revenue. My blend of consultative sales acumen and problem resolution skills, coupled with a knack for fostering team development, consistently drives superior outcomes in fast-paced environments.

Overview

8
8
years of professional experience
2
2
Certifications

Work History

Virtual Assistant

FLEXI VIRTUAL ASSISTANTS
08.2023 - Current
  • Enabled successful project execution by 85% with thorough market research, competitor analysis, and industry insights.
  • Facilitated smooth operations by 65% with proficient data entry and document management for various projects.
  • Contributed to company growth by 85% by identifying business opportunities through lead generation activities on social media platforms.
  • Maintained well-organized database system for improved information accessibility in daily operations.
  • Promoted company values through consistent representation of brand voice in all written communications.
  • Supported marketing strategies with detailed analytics reports highlighting key performance indicators of campaigns
  • Increased operational effectiveness through diligent maintenance of office equipment inventory levels

Customer Service Representative

Safaricom PLC
01.2023 - Current
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Handled over 50+ escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Collaborated with a group of 25 team members to develop best practices for consistent customer service delivery.
  • Improved communication between 3 departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Enhanced customer satisfaction by 95% by promptly addressing concerns and providing accurate information.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Sales Consultant Representative

Safaricom PLC
02.2020 - 12.2022
  • Conducted product demonstrations for potential clients, leading to increased product awareness and sales conversions.
  • Enhanced customer satisfaction by 70% by providing personalized product recommendations based on their needs and preferences.
  • Increased sales revenue by implementing effective sales strategies and building strong client relationships.
  • Worked closely with marketing teams to align sales initiatives and promotional materials to maximize overall results.
  • Boosted company reputation by 65% through exceptional customer service, resulting in increased repeat business.
  • Collaborated with a group of 20 team members to achieve monthly and quarterly sales targets consistently.
  • Organized training sessions for 50 colleagues on new product features or updates as necessary to ensure cohesive team knowledge throughout department.
  • Created tailored proposals for prospective clients that showcased benefits of partnering with our organization over competitors.

HIGH SCHOOL TEACHER

BRISTAR GIRLS HIGH SCHOOL
01.2017 - 11.2019
  • Developed strong relationships with parents, keeping them informed of student progress and involving them in school activities.
  • Assisted in creating safe and nurturing classroom environment that promoted emotional well-being and academic growth by 50% for all students.
  • Collaborated with colleagues to develop interdisciplinary lesson plans, connecting subjects for more cohesive learning experience.
  • Led a group of 200 students in community service projects, instilling sense of civic responsibility while enhancing their teamwork and leadership skills.
  • Established positive classroom environment by setting clear expectations and fostering open communication between students and teachers.
  • Supported over 100 students in developing social skills through structured activities and positive reinforcement techniques.
  • Assessed student progress regularly, providing constructive feedback and targeted interventions to improve academic performance.
  • Served as advisor for after-school clubs or organizations, fostering connections between classmates while expanding their interests outside traditional curriculum.
  • Managed classroom resources efficiently, ensuring that all necessary materials were readily available for lessons and activities.
  • Increased student comprehension by incorporating real-world examples and hands-on activities into lessons.
  • Assisted in organizing over 15 school events such as open houses or parent-teacher conferences.

Education

No Degree - Certificate in Customer Service Management

Jodan College of Technology
05.2001 -

Bachelor of Arts - BACHELOR OF EDUCATION ARTS

Mount Kenya University
Thika
05.2001 -

Skills

    Information Security

    Data Collection

    Paperwork Processing

    Appointment Scheduling

    Data Entry

    Consultative Sales

    Product Knowledge

    Call Center Operations

    Scheduling

    Complaint resolution

    Sales expertise

    Service Upselling

    Team Development

    Clerical Support

    Problem Resolution

Certification

Sales Essentials Certificate

Accomplishments

  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.

Languages

English, kiswahili
Native language
French
Beginner
A1

Interests

Volunteering,Research,Reading,Hiking,Sports

Timeline

Virtual Assistant

FLEXI VIRTUAL ASSISTANTS
08.2023 - Current

Microsoft certified application specialist

05-2023

Customer Service Representative

Safaricom PLC
01.2023 - Current

Sales Essentials Certificate

06-2022

Sales Consultant Representative

Safaricom PLC
02.2020 - 12.2022

HIGH SCHOOL TEACHER

BRISTAR GIRLS HIGH SCHOOL
01.2017 - 11.2019

No Degree - Certificate in Customer Service Management

Jodan College of Technology
05.2001 -

Bachelor of Arts - BACHELOR OF EDUCATION ARTS

Mount Kenya University
05.2001 -

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Michael MutindaVIRTUAL ASSISTANT