Kelvin Mwangi

 KELVIN MWANGI | VIRTUAL ADMINISTRATIVE ASSISTANT -| Nairobi, Kenya | Contact: - PROFESSIONAL SUMMARY Versatile professional with expertise in virtual administrative assistance, customer service, and sales and marketing. Experienced in managing calendars, providing exceptional customer experiences, and streamlining processes. Proficient in Google Workspace and adept at maintaining confidentiality. Strong teamwork skills and a master's degree in business administration contribute to my ability to meet diverse needs effectively. CORE COMPETENCIES Content MarketingCreative StrategyVirtual AssistantSMM/SEM Project ManagementSEOEmail MarketingSales & Marketing Lead GenerationCustomer ServiceContent OptimizationCRM systems RELEVANT EXPERIENCE VIRTUAL ADMINISTRATIVE ASSISTANTAugust 2022 – December 2023 VGG CONNECT Mail management and filtering for company clients. Maintaining CRM systems by conducting cleanups and updates. Conducting web research tasks for clients as per the search criteria provided. G-Mail Google Calendar, Google Documents and Google Sheets management. Cold calling and calendar management roles. Customized customer experiences to build brand loyalty. Resolved customer queries and problems using effective communication and providing step-by-step solutions. Managed payroll accuracy using specific checklists and quality review processes. Met schedule using excellent planning and coordination skills. Troubleshoot problems and diagnosed system faults. CUSTOMER SERVICE REPRESENTATIVEFebruary 2019, – June 2022 SAFARICOM LLC, Remote Addressed customer service enquires quickly and accurately. Monitored customer surveys and feedback to develop corrective actions for service-related issues. Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements. Assisted customers with product-related questions, feedback and complaints. Developed empathetic client relationships and earned a reputation for consistently exceeding sales goals. Maximized customer satisfaction by resolving service issues promptly. Promoted company products using approved techniques, increasing revenue and exceeding performance expectations. Monitored email to promptly collect and respond to complaints. SALES AND MARKETINGApril 2020 – December 2021 BIDCO AFRICA, Remote Contributed to sales increase by 23% in 8 months by improving lead generation and sales-tracking method Improved customer satisfaction by 18% in three months as per the online survey Spoke to customers in multiple languages to resolve problems and answer questions. Enhanced working relationships by participating in team-building activities. Inspected products and services to comply with quality standards. Optimised team training and staff development. EDUCATION Bachelor of Science | Dedan Kimathi University BSc in Business Administration Masters of Science | Kenyatta University Master’s in Business Administration TRAINING AND COURSES Salesforce Content Strategy Viral Marketing Google Certifications Successful Negotiations Project Management Certifications (PMP LANGUAGES English Swahili Native or Bilingual Proficiency Native or Bilingual Proficiency TOOLS Google Analytics - SurferSEO - Trello - MailChimp - HubSpot - SEMRush - Airtable Canva - StoryChief – Co-Schedule - Buffer - Moz - Asana - SproutSocial – Notion- Slack- Calendly- Motion Cloud Campaign- Converter Kit- HubSpot- Funnel Cures- Udemy- Facebook/ Google Ads