Claire Juma

Claire Juma Remote Administrative Assistant & Customer Service Specialist Nairobi, Kenya | Professional Summary Detail-oriented Administrative Assistant and Customer Service Specialist with over 3 years of experience supporting operations, streamlining workflows, and delivering exceptional client experiences. Proven ability to manage calendars, coordinate communications, and resolve inquiries using tools like Zendesk. Skilled in process optimization, data entry, and maintaining organized office systems to drive efficiency and satisfaction. Core Skills • Administrative Support • Customer Service & Ticketing (Zendesk) • CRM Management (Salesforce) • Calendar & Email Management (Google Workspace, Microsoft 365) • Data Entry & Reporting (Excel, Google Sheets) • Project & Task Management (Trello) • Communication & Interpersonal Skills • Problem Solving & Critical Thinking • Time Management & Organization Professional Experience Assistant Administrator | Horizons Shelters Limited Nairobi, Kenya | November 2022 –March 2025 • Coordinate and manage executive calendars, scheduling meetings and appointments with zero conflicts. • Handle invoicing, expense processing, and budget tracking to ensure timely vendor payments. • Draft and send internal/external communications including reports, demand letters, and emails. • Maintain accurate records, perform data entry, and generate operational reports. • Assist with minor tech troubleshooting and setup for office equipment and software. • Support HR functions: track attendance, manage leave records, and communicate policy updates. Sales & Customer Support Specialist | Tushop Kenya Limited Nairobi, Kenya | March 2021 – October 2022 • Provided multi-channel customer support via email, phone, and live chat, achieving a 95%+ satisfaction rate. • Analyzed customer feedback to improve product offerings and service processes. • Collaborated on pricing strategies and marketing campaigns, driving a 30% increase in sales. • Developed and updated knowledge base articles and FAQs to streamline support workflows. • Maintained CRM records, tracked customer interactions, and prepared performance reports. Education Diploma in Business & Information Technology, St. Paul’s University, Nairobi, Kenya (2021 – 2022) Certificate in Business & Information Technology, St. Paul’s University, Nairobi, Kenya (2020 – 2021) Certificate in Digital Marketing & Blogging, Ajira, Nairobi, Kenya (2022) KCSE, Sinyolo Girls High School, Kenya (2016 – 2019) Certifications • Customer Service Fundamentals – Coursera (2023) • Zendesk Support Administrator – Zendesk (2024) • Virtual Assistant Training – Upwork Academy (2024) Volunteer Experience Content Copywriter | Freelance (Remote) | March 2024 – August 2024 Crafted engaging brand-aligned content, planned editorial calendars, and supported client campaigns to drive audience engagement.