Grace Wairimu Ngari

Through my years of working, I have experienced administrative support, customer service support, and virtual assistance support. I recently excelled as a Virtual Assistant for The Ship Group Services, a US-based healthcare company. While working there we used different CRM systems and other tools to manage customer relationships. Some of these systems and tools were like Axis Care and Simple Practice this is where the patient’s or client’s and caregiver’s contact information was stored and where we would schedule appointments, do the billing, and write notes of the calls, texts, or emails sent. Just to mention a few CRM systems and tools:

• Spiceworks * Time Clock Wizard * Ring Central * IONOS Mail * Zoom * Google Meet

Some of the responsibilities as a Virtual Assistant- Administrative Support:

• Managed customer relationships by maintaining accurate data and ensuring timely follow-ups through CRM systems.

• Provided exceptional customer support via phone, email, and chat, resolving inquiries, handling complaints, and exceeding satisfaction metrics.

• Scheduled appointments, meetings, and events, streamlining calendar management and optimizing efficiency.

• Offered administrative support, including answering calls and document creation/formatting.

Before that, I thrived as a Customer Service Agent at an International BPO company known as CCI Global here in Nairobi. During my time there, I worked under two different campaigns one was called Health IQ which was a Medicare/ Medicaid insurance company and the other was Instacart which is an online shopping site for both Americans and Canadians. We handled various communication channels such as inbound/outbound calls whose average handle time was 5 minutes, live chats whose average handle time was 7 minutes, and emails.

My responsibilities as a customer service agent under the Instacart campaign particularly:

• Utilized Zendesk CRM to capture and record customer details, facilitating efficient follow-up and data management.

• Answered customer inquiries regarding orders, providing comprehensive product and service information.

• Contributed to sales growth by effectively addressing customer needs and concerns through multi-channel interaction (calls, emails, texts, and live chat).

• Documented customer interactions and actions taken to ensure clear communication and record-keeping.

We utilized some CRM software & tools like:

• Zendesk * Verint * Shoppers admin

• Customer admin * Learning time (huddle notes)

In the position of office administrator at Jomaki Enterprises Limited, I was responsible for a wide range of administrative tasks, including:

• Managing calendars and scheduling appointments.

• Arranging travel and logistics.

• Handling correspondence and phone calls.

• Preparing tender documents and presentations.

• Researching and compiling information.

• Maintaining office organization and systems.

• Providing confidential and professional support.

I am a highly organized and detail-oriented individual with excellent time management skills. I am also a proactive problem solver and I am confident in my ability to anticipate and address my principal's needs. I am a strong communicator, both written and verbal, and I can build rapport with people from all walks of life.