Hope Mang'eni

HOPE MANG'ENI Virtual Assistant | Administrative Support | Customer Service | Digital Operations Nairobi, Kenya PROFESSIONAL SUMMARY Highly organized, detail-oriented, and proactive Virtual Assistant with strong experience in administrative support, customer service, digital communication, and online operations. Adept at managing calendars, handling email correspondence, data entry, research, document preparation, and client support across multiple platforms. Known for reliability, confidentiality, excellent time management, and the ability to work independently in fast-paced remote environments. Passionate about helping businesses streamline operations and improve productivity through efficient virtual support. CORE SKILLS & COMPETENCIES Virtual & Administrative Assistance Email & Calendar Management Data Entry & Data Management Customer Support (Email, Chat & WhatsApp) Internet Research & Reporting Document Preparation & Formatting CRM & Client Database Management Social Media Assistance & Content Scheduling Appointment Scheduling & Follow-ups File Organization (Google Drive, Dropbox) Basic Bookkeeping & Record Keeping Confidential Information Handling Task Prioritization & Time Management Strong Written & Verbal Communication TOOLS & TECHNOLOGY Workspace (Docs, Sheets, Slides, Calendar, Drive) Microsoft Office (Word, Excel, PowerPoint, Outlook) Zoom Google, Google Meet, Microsoft Teams WhatsApp Business, Slack, Telegram Trello, Asana, Notion Canva CRM tools Basic AWS & Microsoft Dynamics 365 exposure PROFESSIONAL EXPERIENCE Virtual Assistant (Freelance / Remote) 2023 – Present Provided end to end virtual administrative support to entrepreneurs, students, and small business owners. Managed daily email inboxes, filtered priorities, drafted professional responses, and ensured timely follow-ups. Scheduled meetings, appointments, and reminders using Google Calendar and Outlook. Conducted online research and prepared clear, well-structured reports and summaries. Handled data entry tasks, updated spreadsheets, and maintained accurate digital records. Created and formatted documents, proposals, CVs, and presentations. Assisted with social media posting schedules and basic engagement tracking. Maintained confidentiality and professionalism while handling sensitive client information. Administrative & Customer Support Assistant 2022 – 2023 Supported day-to-day office operations including filing, record keeping, and correspondence. Responded to customer inquiries via phone, email, and messaging platforms in a timely and professional manner. Assisted in preparing invoices, tracking payments, and maintaining simple financial records. Organized digital and physical files to improve efficiency and accessibility. Helped supervisors manage workloads by handling routine administrative tasks independently. Online Research & Data Entry Assistant (Contract) 2021 – 2022 Collected, verified, and organized large volumes of online data with high accuracy. Entered data into spreadsheets and databases while maintaining consistency and quality standards. Conducted competitor and market research to support business decision-making. Prepared clean, easy-to-read summaries for non-technical stakeholders. Wellness & Client Support Coordinator – Forever Living 2020 – 2023 Managed client communications, follow-ups, and order tracking through WhatsApp and email. Maintained customer databases and updated client records regularly. Scheduled consultations and product delivery timelines. Assisted with digital marketing efforts, customer education, and online engagement. Developed strong interpersonal and persuasive communication skills. EDUCATION Bachelor’s Degree in Property Management & Real Estate University: The Technical University of Kenya Relevant Coursework & Skills Applicable to Virtual Assistance: Professional business communication & correspondence Records and document management Data handling, analysis & reporting Client relations & customer service management Time management, organization & administrative procedures Ethics, confidentiality & professional standards LEADERSHIP Vice President – Construction Students Association (CSA) Coordinated meetings, schedules, and communications for executive members. Prepared agendas, minutes, and official correspondence. Supported event planning and stakeholder communication. REFERENCES Available upon request