Evalyne Nyambura

Evalyne Nyambura Virtual Assistant- - Nairobi, Kenya Dynamic professional with a passion for customer and administrative support, dedicated to optimizing operations and ensuring client satisfaction. Skilled in handling diverse customer inquiries across multiple platforms with efficiency and precision, while also adept at providing comprehensive administrative assistance. Proficient in calendar management, appointment scheduling, travel coordination, and maintaining confidentiality. Possesses strong communication, problem-solving, and time-management abilities. Adaptable to fast-paced environments and committed to leveraging technology for streamlined workflow and remote collaboration. Experienced in utilizing support tools such as Zendesk, Freshdesk, Trello, and Google Workspace to enhance productivity and team efficiency. Experience DreamHub Marketing, Remote Customer Operations Specialist Jun 2022- Jul 2023 Facilitated clear and effective communication between home improvement contractors and clients, ensuring mutual understanding of project requirements. Successfully dispatched technicians and service providers to their assigned projects. Conducted an average of 100 outbound calls daily to connect clients with suitable home improvement contractors, resulting in a 25% increase in successful project matches. Efficiently utilized GSuites tools, Zoom, and Slack for documentation, and communication, to streamline workflow and enhance team collaboration. Initiated and maintained email correspondence with contractors, resulting in a 40% reduction in communication gaps and project delays. Successfully resolved more than 100 client issues per week, maintaining a satisfaction rate of 85% and reducing project-related disputes by 30%. Responded promptly and professionally to customer inquiries on various social media platforms, including Facebook and Twitter. Managed the company's Facebook page, curating and posting engaging content related to our marketing business. Bahari Tech, Remote Jan 2022- Dec 2023 Executive Assistant Effectively managed and organized the executive's email inbox, prioritizing messages and ensuring timely responses. Proactively coordinated and resolved scheduling conflicts, optimizing the executive's time. Facilitated seamless appointment correspondence by coordinating with internal and external stakeholders. Assisted in the preparation and organization of board meetings and executive sessions, including taking minutes and initiating follow-ups. Arranged complex travel itineraries, including flights, accommodations, ground transportation, and daily schedules. Provided personalized support by assisting in online shopping, researching products, and making purchase recommendations. Participated in the strategic initiatives and projects as directed by the CEO. Tracked and recorded expenses and maintained a detailed record for budgeting purposes. Handled confidential information with the utmost discretion and integrity. Infinix Mobile, Kenya Jan 2017- Sept 2021 Customer Support Specialist Resolved diverse customer inquiries promptly via phone, email, and chat, consistently maintaining a 90%+ customer satisfaction rate. Diagnosed and efficiently resolved technical problems, resulting in a 25% reduction in average problem resolution time. Proactively tracked customer concerns, identifying trends and patterns, leading to a 20% reduction in recurring issues. Efficiently managed tickets in Zendesk, ensuring accurate documentation of interactions, contributing to a comprehensive knowledge base, and promoting team collaboration. Effectively addressed customer complaints, maintaining an 85% resolution rate, and significantly improving overall customer satisfaction. Provided remote support for software installations, achieving a 20% reduction in on-site service requests. Identified upselling opportunities and successfully promoted additional mobile products, contributing to increased revenue. Skills Excellent written and verbal communication skills Excellent problem-solving skills. Flexible and adaptable Highly adaptable to a dynamic environment Ability to set up systems and automation Solid project management skills Tech Savvy Patient and empathetic Excellent rapport building skills Tools Proficiency Goggle Workspace Slack Zoom Calendly Trello SaneBox Loom Service Titan Zendesk Freshdesk Gorgias Hubspot Education High School Jomo Kenyatta University of Technology and Agriculture- Nairobi, Kenya Bachelor of Business and Information Technology Certifications Diploma in Business Administration - Alison Effective Customer Service Skills - Alison Remote Ready - Oyster Academy Efset English Test- C1 Advanced