Faith Gichuru

Faith G. Gichuru PROFESSIONAL SUMMARY Orchestrated daily administrative tasks and communications for executive team, resulting in a 30% increase in office efficiency; recognized by senior management as 'most reliable assistant’. Support specialist with over 10 years of experience in customer service, office administration, and language interpretation. Fluent in English, Swahili, and basic Arabic, with expertise supporting diverse populations in fast-paced environments including Dubai's major service sectors. Skilled in Google Workspace, CRM systems, social media management, and interpretation services in medical, legal, and business contexts. Known for strong communication, cultural sensitivity, and emotional intelligence. KEY ACHIEVEMENTS • Streamlined Operations Improved office efficiency by 30% through streamlined communication processes. • Expanded Client Base Increased veterinary clinic outreach by 25% through strategic cold calls. • High Customer Satisfaction Generated 95% customer satisfaction rate by providing multilingual support. • Recognized Excellence Awarded 'Employee of the Month' twice within a 6-month period for exceeding customer satisfaction targets by 25% and maintaining zero complaint rates. PROFESSIONAL EXPERIENCE Office Administrator Kiambu County Assembly, Nairobi, Kenya 2024 – To Date • Manage daily office operations including handling correspondence, scheduling meetings, and maintaining office supplies to ensure smooth workflow. •  Orchestrated communications across 5+ departments, 20+ clients, and daily visitors; channeled inquiries to appropriate personnel, increasing overall office efficiency by 15% and reducing client wait times. • Managed over 1,000 digital and physical documents monthly, ensuring 100% accuracy and compliance with internal data storage policies. • Prepared and submitted over 20 monthly financial reports, tracked asset usage, and supported payroll processing for a team of employees. Virtual Assistant Administrator Hound Ultrasound Veterinary Clinic, Remote, Canada 2020 – 2024 • Conducted 100+ cold calls daily to veterinary clinics and pet owners to promote ultrasound services. • Attained a 20% conversion rate by effectively communicating the benefits of ultrasound diagnostics. • Logged and maintained records for 100+ client interactions weekly using RingCentral CRM, improving client retention tracking by 30%. • Resolved an average of 30+ customer queries per day, achieving a 95% satisfaction rating based on post interaction surveys. Call Center Agent and Service Advisor Al Nabooda Automobiles LLC (Audi), Dubai, UAE 2015 – 2020  Handled inbound and outbound customer service calls related to vehicle servicing, promotions, and warranty support, managing over 100+ calls per day.  Interpreted over 300 calls monthly in English and basic Arabic, ensuring smooth communication during inquiries.  Assisted over 1,000 Arabic-speaking clients monthly by translating service terms, appointment details, and complaint resolutions for English-speaking technical teams, increasing customer satisfaction scores by 15%.  Secured a 95% customer satisfaction rating through personalized, multilingual support and prompt issue resolution. Streamlined CRM processes by documenting over 500 client records and scheduling 200+ service appointments; enhanced followup procedures led to a 30% increase in customer satisfaction ratings within three months.  Recognized twice as "Employee of the Month" among a team of 50+ for maintaining a 98% customer satisfaction rate and resolving client issues 30% faster than the average. Customer Service Representative Dubai Metro, Serco, Dubai, UAE 2009 – 2015  Delivered front-line customer service to over 500 passengers per shift at high-traffic metro stations, handling travel inquiries, ticketing, and complaints in both English and basic Arabic.  Provided real-time interpretation for 200+ interactions monthly between non-English-speaking passengers and station management, reducing miscommunication incidents by 40%.  Facilitated security communication for 200+ multilingual passengers per day, reducing incident resolution time by 40% during critical rail operations.  Handled cash transactions, processed daily ticket sales, and maintained detailed customer service logs.  Facilitated emergency communication during 15+ security incidents, enabling rapid coordination between passengers and staff, which contributed to a 20% improvement in response time.  Received 3 formal commendations from supervisors for demonstrating cultural sensitivity and effective communication in a high-volume environment serving over 10,000 daily commuters. Trained 10+ new staff on handling multilingual customer service scenarios, improving overall team efficiency and reducing onboarding time by 25%. CERTIFICATIONS • Strategic Management – European Business University (EBU) • Customer Relations Management – European Business University (EBU) • Virtual Assistant, AI Career Essentials – ALX Africa SKILLS • Virtual Assistance & Remote Admin • Social Media Management, Managed schedules for a team of 5, reducing project delays & Resolved 15+ client complaints monthly • Canva & Basic Graphic Design (Adobe Illustrator, Adobe Photoshop, Corel Draw, Adobe InDesign) • Google Workspace (Docs, Sheets, Calendar, Meet) • CRM Systems (RingCentral, CDK Global CRM) • Customer Service & Front Desk Operations • Scheduling & Calendar Management • Cold Calling & Lead Conversion • Proficient in MS Office Suite and CRM software LANGUAGES • English (Native)