Joy Omware

Joy Winnie Virtual Assistant |Customer Experience Specialist --|LinkedIn www.linkedin.com/in/joy-winnie-97a74a133 Professional Summary: Resourceful professional with 7+ years’ experience spanning customer success, virtual assistance, and project social work. Skilled in calendar management, CRM systems, stakeholder communication, and data analysis, with a proven record of boosting efficiency, cutting delays by 15%, and achieving 95%+ satisfaction rates. Adept at building strong client and stakeholder relationships, managing high-volume communications, and delivering tailored support that drives retention and long-term growth. Proficient in tools such as Salesforce, HubSpot, Power BI, and Asana, with a passion for enabling organizations to streamline operations, enhance customer experiences, and achieve measurable impact. Technical Skills:      Executive & Administrative Support: Calendar & Inbox Management (G-Suite, Outlook, Calendly), Travel Planning, Document Management, Stakeholder Communication Operations & Workflow Tools: Asana, Slack, Notion, Trello, MailChimp, Monday.com, Zapier, Canva, CRM Systems (Salesforce, Zoho, Shopify, Zendesk, HubSpot, Gorgias) Analytical Edge: Power BI, SQL, Tableau, Data Analysis & Reporting Customer Relations: Customer Feedback Analysis, Customer Satisfaction, Account Expansion, Lead Generation, Customer Training & Onboarding, Customer Retention & Renewal Strategies Remote Collaboration: Google Workspace, Loom, Teams, Cultural Sensitivity in Global Teams Professional Experience: Project Social Worker |Masogo Child Development Centre (July 2022 to date)  Delivered holistic child development programs across education, health, and socio-emotional support, impacting 200+ children annually.  Implemented socio-emotional learning curriculum and provided psychological counseling, strengthening resilience and wellbeing.  Led monitoring of school attendance and program participation, achieving 95% compliance and early identification of at-risk children.  Partnered with community stakeholders and caregivers, building capacity through training in savings, loans, and entrepreneurship.  Ensured compliance with Compassion International’s reporting and communication standards, maintaining high program quality and accountability. Virtual Assistant & Program Support |Masogo Child Development Centre (October 2019 – June 2022)  Managed calendars, correspondence, and record-keeping for 200+ program participants, maintaining 100% accuracy in documentation.  Compiled, analyzed, and submitted monthly reports, improving efficiency of decision-making by 20%.  Coordinated logistics for school visits, trainings, and Saturday programs, streamlining operations and cutting delays by 15%.  Collaborated with the project accountant on procurement, budgeting, and timely disbursement of funds and gifts, ensuring 100% compliance with organizational standards.  Supported virtual and onsite communication through letters, reports, and updates, improving team coordination across remote stakeholders. Customer Success Specialist | Masogo Child Development Centre (April 2016 – September 2019)  Built and maintained strong relationships with 200+ children, caregivers, and sponsors, ensuring consistent engagement and satisfaction, mirroring high-touch client portfolio management.  Coordinated communication between children and international sponsors, improving response times by 30% and enhancing donor satisfaction.  Designed and implemented progress tracking reports, improving transparency and retention of sponsor support by 25%.  Delivered personalized support and problem-solving to caregivers, achieving a 90%+ resolution rate for inquiries and challenges.  Trained caregivers on entrepreneurship and group savings programs, boosting household economic resilience and long-term program success. Education:  Bachelor of Arts |Sociology & Psychology |University of Nairobi Certifications:         Negotiation Mastery |Alison Virtual Assistant Program |ALX Stakeholder Management |Coursera Business Communication |Uni Athena Introduction to Artificial Intelligence |Coursera Customer Journey Mapping |LinkedIn Learning Social Media Management & Marketing |Coursera Google Project Management Certificate |Coursera Page 2