MALESA NATIENO OTIENO-|
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Based in Kenya | Available for remote work globally
PROFESSIONAL SUMMARY
Proactive Virtual Assistant and Customer Support Specialist with over 3 years of experience
in remote support, digital communication, and administrative coordination. Skilled in using
CRM systems, Meta Ads, Google Workspace, and social media tools. Adept at managing
calendars, resolving customer inquiries, handling data entry, and delivering efficient backoffice support. Passionate about helping businesses provide outstanding service and
streamline operations in virtual environments.
KEY SKILLS
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Administrative & Virtual Assistant Tools
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Customer Service
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Google Workspace, Trello, Microsoft Office
Calendar & Email Management
Data Entry & File Organization
Order Processing & Follow-ups
Task Scheduling & Project Coordination
CRM Tools
Complaint Resolution
Customer Inquiry Handling
Live Chat & Email Support
Feedback Collection & Analysis
Marketing & Communication
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Social Media Management
Meta (Facebook) Ads
Email Marketing
Content Scheduling
Online Research & Reporting
PROFESSIONAL EXPERIENCE
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Customer Service Support Associate
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Chack General Suppliers Ltd | June 2021 – Present (Remote & In-office)
- Respond to customer inquiries via phone and email, maintaining a 95% satisfaction rate
- Track customer service metrics and gather feedback for continuous improvement
- Resolve product and service complaints, escalating complex issues as needed
- Handle administrative tasks including documentation, data entry, and follow-ups
- Coordinate with internal teams for timely delivery and customer satisfaction
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Virtual Assistant
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Soteria Shop & Ship, UK | July 2021 – March 2022 (Remote)
- Managed administrative tasks, inventory tracking, and product listings
- Supported order processing and shipment coordination with UK-based vendors
- Provided customer service support through email and social media channels
- Conducted market research and maintained Excel reports
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Social Media Manager
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Baraza Media Lab | January 2020 – September 2020
- Planned and executed social media campaigns, defining and tracking KPIs
- Updated content across Facebook, Twitter, and Instagram
- Engaged with online audiences, increasing reach and engagement
- Collaborated with influencers and stakeholders to drive campaign success
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Cashier / Customer Service
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MamaRocks Restaurant | January 2019 – December 2019
- Processed payments and issued receipts and refunds
- Handled customer queries and managed product returns
- Maintained excellent front-desk customer relations
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Art Assistant Teacher
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St. Christopher International School | January 2015 – December 2018
- Ran after-school art programs and assisted in classroom activities
- Helped students with creative projects and class assignments
- Prepared materials and organized school exhibitions
EDUCATION
BTEC Certificate in Interior Design – Evelyne College of Design, 2018
CERTIFICATIONS
Virtual Assistant Training – ALX
Certificate in PR, Marketing & Social Media Management
REFERENCES
Available upon request
