SerahWinfred Muoki
Nzisa
Nairobi,30
Summary
Proven achiever with extensive experience as a Virtual Administrative Assistant at Aether Strategies, adept in CRM Management and exceptional at multitasking. Elevated office efficiency and client satisfaction through innovative process improvements and effective communication strategies. Excelled in team collaboration and project management, consistently exceeding performance metrics.
Overview
20
20
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Virtual Administrative Assistant
Aether Strategies
Washington DC, USA
04.2022 - Current
- Streamlined office processes by implementing effective email management, improving communication and reducing response times by 25%.
- Handled confidential information with discretion, ensuring 100% compliance with privacy protocols for clients and executives.
- Increased productivity by supporting up to 5 project teams simultaneously, resulting in 20% improvement in task completion rates.
- Elevated executive support services by preparing high-quality presentation materials, contributing to 15% increase in successful client pitches.
- Optimized time management for executives by scheduling and coordinating appointments, reducing missed commitments by 30%.
- Facilitated smooth interdepartmental communication as liaison, improving information flow and reducing response time for interdepartmental requests by 20%.
Virtual Executive Assistant
A & E Roofing and Remodeling LLC
03.2021 - 02.2023
- Maintained professional online presence for executives by managing social media accounts and email correspondence, resulting in 25% increase in engagement and improved brand consistency.
- Supported executives in decision-making by conducting in-depth research and data analysis, improving accuracy of business insights by 30%.
- Managed sensitive information with 100% confidentiality by implementing secure filing systems and improving data protection protocols.
- Increased productivity by developing process improvement initiatives, reducing administrative task completion time by 20%.
- Optimized time management for executives by efficiently handling travel arrangements and itineraries, reducing scheduling conflicts by 15%.
- Answered high volume of phone calls and email inquiries, improving response times by 35%.
- Used advanced software to prepare documents, reports, and presentations, leading to a10% improvement in meeting preparation efficiency.
- Updated spreadsheets and databases to track and analyze performance and sales data, contributing to 15% increase in reporting accuracy.
- Filed paperwork and organized information, reducing document retrieval time by 25%.
- Took notes and dictation at meetings, ensuring 100% accuracy in meeting minutes and action points.
- Used QuickBooks to produce monthly invoices and reports, improving financial accuracy and reducing billing errors by 10%.
Customer Services Representative
Backmart Electrical Merchants Ltd
04.2018 - 01.2021
- Resolved customer complaints with empathy, increasing customer loyalty by 20% and boosting repeat business by 15%.
- Managed high-stress situations effectively, maintaining professionalism and resolving 95% of disputes within first interaction.
- Enhanced customer satisfaction by promptly addressing concerns, improving customer satisfaction scores by 25%.
- Responded to customer requests for products, services, and company information, achieving 30% improvement in response times.
- Handled escalated calls efficiently, achieving 90% resolution rate that satisfied both customers and company.
- Developed strong product knowledge, providing informed recommendations that resulted in 10% increase in cross-selling.
- Exceeded performance metrics consistently, earning recognition as top performer for 6 consecutive months.
- Improved resolution time by 20% with effective problem-solving for customer complaints.
- Enhanced customer loyalty by offering personalized solutions, contributing to 15% increase in customer retention rates.
Bookkeeping Assistant
Unga Group
Nairobi, Kenya
03.2005 - 06.2017
- Managed invoices, payments, and deposits, maintaining 100% accuracy in expenditure records and reducing processing time by 15%.
- Organized digital filing systems, improving retrieval speed of financial documents during audits by 30%.
- Maintained strict confidentiality with sensitive financial information, ensuring 100% compliance with ethical and privacy standards.
- Generated financial reports and summaries for management, contributing to more informed decision-making and a 20% improvement in financial forecasting.
- Ensured accurate recording of financial transactions by meticulously entering data into accounting systems, reducing data entry errors by 10%.
- Reconciled bank statements and credit card accounts, ensuring 100% accuracy and completeness in financial records.
- Reduced errors in financial records by conducting regular audits, decreasing discrepancies by 25%.
- Maintained inventory of office supplies and placed orders, reducing stock shortages by 20% and ensuring uninterrupted office operations.
Education
Bachelor of Science - Business Administration And Management
Mount Kenya University
Nairobi, Nairobi Province, Kenya 02.2015 - 10.2019
Skills
Calendar Management
Meeting Scheduling
CRM Management
Project Management
Invoicing and Billing
File Management
Report Generation
Travel Arrangements
Social Media Updating
Multitasking and Time Management
Fast Learner
Teamwork and Collaboration
Customer Service
Office Administration
Accomplishments
- Achieved a 30% increase in efficiency by reorganizing and automating scheduling and document management tasks, ensuring accurate and timely completion of projects.
- Boosted social media engagement by 45% through strategic content planning and targeted campaigns, effectively growing Aether Strategies' online presence and follower base.
Languages
English
Native language
Swahili
Beginner
A1
Certification
Foundation Programme on Digital Skills-WIDB-
Timeline
Foundation Programme on Digital Skills-WIDB-
01-2024
Virtual Administrative Assistant
Aether Strategies
04.2022 - Current
Virtual Executive Assistant
A & E Roofing and Remodeling LLC
03.2021 - 02.2023
Customer Services Representative
Backmart Electrical Merchants Ltd
04.2018 - 01.2021
Bachelor of Science - Business Administration And Management
Mount Kenya University
02.2015 - 10.2019
Bookkeeping Assistant
Unga Group
03.2005 - 06.2017