Ivy Mukami Maina

IVY MUKAMI MAINA-| -| https://www.linkedin.com/in/ivymu SUMMARY ●​ Virtual Assistant | Administrative Support | Customer Care Representative | Executive Assistant | Data Entry Support | ●​ Certified Virtual Assistant (ALX, 97.25%) with 4+ years’ experience in admin support, transcription, customer service & writing. ●​ Skilled in Google Workspace, Microsoft Excel, Trello & ClickUp for calendar, email, and data management. ●​ Proven to streamline workflows by 30% and support high-level executives & businesses, deliver 99% accurate transcripts, and manage multi-time-zone tasks—ready to support executives, teams, and clients in fast-paced roles. SKILLS -Google Workspace -Zoom & Calendly -Customer Service -Document & SOP Creation -Typing Speed & Accuracy -Microsoft Office Suite -Trello / Asana / Monday.com -Internet Research -Slack & Communication Tools -Attention to Detail -Calendar & Email Management -Travel & Itinerary Planning -Data Entry -Canva & Basic Graphic Editing -Adaptability & Problem-Solving EDUCATION ●​ African Leadership International's training arm – ALX Africa​ Virtual Assistant Program (Graduated with a 97.25% mark) Oct 2024 – Nov 2024 WORK EXPERIENCE Administrative Support (Milestones)​ Oct 2024-Nov 2024 ALX- Virtual Assistant Program​ ●​ Managed my schedule with Google Calendar, incorporating time blocks and key activities. Optimized Gmail by eliminating irrelevant emails, archiving messages, and implementing a color-coded labeling and folder system for better email organization. ●​ Planned a Switzerland trip, researching transport, accommodation, and entry/exit requirements, and created an itinerary using Google Slides, TripIt, and SavvyTime. Managed ALX course project using Google Sheets, Trello, and ClickUp to track tasks and deadlines. ●​ Organized a fundraising meeting, created an agenda, and took minutes via Zoom and Fireflies, reducing summary time by 30%. Conducted research on 30+ credible sources, compiled findings into Google Sheets, and created visual reports using bar charts. Transcriptionist & Captioner ​ Jan 2022 - Nov 2023 Freelancer – Remote Work​ ●​ Transcribed 45–60 minutes of audio/video daily with 99% accuracy, using tools like OtterAI and Grammarly, reducing error rates by 15%. ●​ Managed transcription projects across two time zones, completing up to 10 projects per week, working 6 hours daily while meeting all deadlines and maintaining high productivity. Customer Service Representative/ Receptionist Freelancer ​ ​ ​ ​ Mar 2020 - Sep 2021 ●​ Delivered customer support via phone, email, and messaging platforms such as WhatsApp Business and Facebook Messenger, ensuring timely resolution and a professional tone. ●​ Handled 50- 100 daily inquiries, using Google Sheets and color-coded inbox systems to track customer requests, issues, and follow-ups efficiently. ●​ Demonstrated strong empathy, active listening, and problem-solving skills, resulting in high customer satisfaction and effective conflict resolution. ●​ Conducted outbound calls to confirm bookings, follow up on service requests, and clarify payment issues—maintaining a courteous and confident communication style. VOLUNTEERING (Travel Research & Planning Specialist, Nov 2024) Private Travel Planning (Australia to Lagos) ●​ Researched and identified 5-star hotels in Lagos within a $100/night budget, analyzed 50+ reviews, and created a detailed travel itinerary, reducing travel time by 10%.