Word Processing
Violet Mukabana
Virtual Assistant
Nairobi,Nairobi
Summary
Dependable professional with experience providing administrative, organizational and customer service support in virtual environments. Proficient in MS Office, G Suite, Slack and other productivity tools. Possess strong communication and problem-solving skills with time management expertise to consistently meet objectives. Excels in calendar management, scheduling, data entry and database administration.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Virtual Assistant
Sunrise Traders
Luton
03.2022 - Current
- Executed travel arrangements by researching and booking flights and accommodations.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
- Kept extensive contact list updated with new contacts and changes to existing contacts.
- Monitored emails, organized inbox, and prioritized messages for my client.
- Managed CRM input, exports and clean up.
- Organized and coordinated conferences and monthly meetings.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Upheld strict timetables by maintaining accurate, balanced calendars.
- Updated and maintained confidential databases and records.
- Handled incoming and outgoing email.
Passenger Service Assistant
Swissport Limited Kenya
Nairobi
08.2021 - 02.2022
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Oversaw ticketing, gate and ramp services.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service
Customer Service Representative
Mobisol Engie Renewable Energy Company
Nairobi
01.2020 - 06.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed over 100 call per day.
Team Leader, Sales Operations
Horizon Contact Center
Nairobi
02.2019 - 12.2019
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed 24 agents and maintained average of 150 calls per agent daily.
Telemarketing Sales Representative
Horizon Contact Center
Nairobi
08.2018 - 01.2019
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
- Answered calls, took messages, and transferred calls to correct individuals.
- Completed daily cold calling and outreach to build sales pipeline.
- Recorded contact information of customers and potential customers in internal database.
- Attained 95% KPI 's on a monthly quota.
Education
Diploma - Customer Service Management
Alison Courses
Online Courses 09.2019 - 11.2019
Associate of Science - Information Technology
Jomo Kenyatta University
Nakuru, 31 09.2008 - 11.2011
Skills
Scheduling and calendar management
Office management
Customer and client relations
Travel planning
Customer relations and communications
Excellent communication and interpersonal skills
Proficient in Microsoft Office Suite and CRM software
Software
Spreadsheets
Interests
Continuous Growth
Reading
Timeline
Virtual Assistant
Sunrise Traders
03.2022 - Current
Passenger Service Assistant
Swissport Limited Kenya
08.2021 - 02.2022
Customer Service Representative
Mobisol Engie Renewable Energy Company
01.2020 - 06.2021
Diploma - Customer Service Management
Alison Courses
09.2019 - 11.2019
Team Leader, Sales Operations
Horizon Contact Center
02.2019 - 12.2019
Telemarketing Sales Representative
Horizon Contact Center
08.2018 - 01.2019
Associate of Science - Information Technology
Jomo Kenyatta University
09.2008 - 11.2011