Margaret Njoroge

MARGARET WANJIKU NJOROGE- Nairobi,Kenya | -- LinkedIn:margaret-njoroge-b-| SUMMARY Accomplished professional with a 4-year trajectory spanning customer experience management, virtual assistance, and event coordination. Distinguished track record of excelling in high-stakes environments, from managing critical airline passenger concerns to orchestrating seamless event experiences and providing sophisticated virtual assistance services. Demonstrates versatility through successful roles in BPO operations, solar energy solutions, telecommunications, and event management. Expert in leveraging modern technology stack including CRM platforms, project management tools, and automation solutions to drive operational excellence. Proven ability to handle complex customer interactions while maintaining exceptional service standards across multiple channels. Recently enhanced expertise through certifications in AI Project Management, Digital Marketing, Data Entry and Virtual Assistance, showcasing commitment to embracing emerging business technologies. Known for combining strategic thinking with hands-on problem-solving to deliver measurable improvements in customer satisfaction and business processes. COMPREHENSIVE SKILLS LIST  Customer Support : CRM (Salesforce, Zendesk, Zoho) | Live Chat | Email & Phone Support | Conflict Resolution| RecordKeeping | Client Onboarding | Crisis Management |  Virtual Assistance & Administrative Support : Calendar Management | Scheduling & Coordination | Data Entry & Maintenance | Record-Keeping |Compliance with Policies & Procedures | Financial Reporting | Meeting Coordination| Travel & Itinerary Planning | Email & Inbox Management | File Organization | Logistics Support |  Travel & Booking Support: Airline Reservations | Ticketing & Modifications | Loyalty Programs | Refund & Dispute Management | Travel Package Selection |  Sales & Lead Generation: Upselling & Cross-Selling | Lead Nurturing | Customer Retention | Cold & Warm Outreach | Sales Funnel Optimization |  Technical Troubleshooting & Problem-Solving : Remote Troubleshooting | Crisis Management | Payment Processing & Account Disputes | Issue Resolution Documentation |  Event & Hospitality Coordination: Event Planning | Vendor & Venue Coordination | Budgeting & Logistics | Guest Relations | Mock Set Ups | Set ups & Set Cordination |  Soft Skills :Time Management | Written & Verbal Communication | Strategic Planning | Team Collaboration | Adaptability |Crisis Management | Decision-Making | Emotional Intelligence | Active Listening | Leadership & Staff Supervision | Creative Problem-Solving | Intiative & Proactiveness | Attention to detail|Empathy |Active Listening| TECHINICAL PROFICIENCIES  Customer Support Tools: Zendesk ,Shopify,Gorgias,Freshdesk,Geneysis,Ameyo,Navitaire.  Scheduling and automation Tools : Doodle,Calendly ,Hubspot .  Project Management & Collaboration Tools : Trello, Notion , Asana.  CRM and Sales Tools : Sales Force ,Zoho CRM ,Monday Sales.  Data Reporting Tools : Salesforce Reports,Google Sheets ,Excel.  Additional Communication Tools : Zoom , Google Meet ,Slack ,Click Up ,Teams ,Live Chat. EDUCATION BACKGROUND  Diploma in AI Project Management, Virtual Assistance,Data Entry & Digital Marketing-2024  Diploma in Business Management | Kenya Institute of Management -2013 WORK EXPERIENCE Virtual Assistant Pearch Industries June 2024 – November 2024 As a Virtual Assistant, I streamlined operations, implementing automated workflows and standardized processes that reduced administrative workload while maintaining high client satisfaction rates. Appointment Scheduling & Lead Generation :  Boosted meeting attendance by implementing an automated scheduling system and follow-up protocol, resulting in significant additional revenue for clients.  Generated qualified leads monthly through strategic outreach and lead scoring system, converting a substantial portion to sales appointments.  Eliminated scheduling conflicts by developing a centralized calendar management system, achieving zero missed appointments over 6 months. CRM & Lead Tracking :  Optimized sales pipeline efficiency by implementing standardized CRM protocols, resulting in faster lead processing and improved conversion rates.  Enhanced client engagement through development of automated nurture campaigns, leading to increased repeat business.  Improved data accuracy through implementation of systematic data entry protocols and weekly audit processes, reducing errors and redundancies. Customer Service & Client Relations :  Consistently maintained excellent customer satisfaction ratings while handling daily inquiries across multiple communication channels.  Significantly reduced response time by creating templated responses and implementing a tiered support system.  Achieved outstanding feedback scores by establishing proactive follow-up procedures and resolution tracking. Communication & Coordination :  Enhanced project completion rates through implementation of standardized communication protocols and project management tools.  Streamlined meeting preparation by creating automated agenda templates and pre-meeting checklist systems.  Facilitated seamless collaboration between clients and internal teams, resulting in quicker resolution of queries. Administrative Support :  Optimized document management by implementing a digital filing system and naming convention across all client accounts.  Improved workflow efficiency through creation of SOPs for recurring tasks and implementation of automation tools.  Maintained impeccable accuracy in data entry and record-keeping while managing multiple client databases. Project & Task Management:  Implemented and managed project management tools like Asana, Trello, and Monday.com to streamline workflow processes and improve team productivity by 30%.  Created and maintained standard operating procedures for recurring tasks, reducing processing time and ensuring consistency across operations.  Developed and managed content calendars for multiple social media accounts, ensuring timely and engaging posts while maintaining brand voice. Research & Analysis:  Conducted thorough market research and compiled comprehensive competitor analysis reports to support strategic decision-making.  Prepared detailed presentations and executive summaries for client meetings and business proposals.  Performed data analysis using Excel and Google Sheets to identify trends and generate insights for business optimization. Customer Service Representative,Call Centre-BPO May 2021 – May 2024 Call Centre International – Nairobi, Kenya As a Call Centre Agent I Managed high-volume customer interactions for multiple international clients, providing timely, professional, and solutions- driven support in Different Lines of Bunisses during my Tenure. Spirit Airlines – Customer Service Agent:  By efficiently booking, modifying, and canceling 100+ flight reservations daily across multiple platforms, maintaining a 95% resolution rate.  Saving in potential refunds by swiftly rebooking disrupted passengers on alternative flights during schedule changes.  By assisting travelers in selecting the best fare classes, travel packages, and add-ons, leading to an increase in upsell conversions.  By resolving lost baggage cases through proactive communication with airport teams, reducing average resolution time to under 24 hours.  By developing a user-friendly guide for mileage redemption, upgrades, and bundled travel perks, driving successful status upgrades monthly.  By designing a structured follow-up system, ensuring passengers received timely updates and personalized travel assistance. Altice USA – Customer Service Agent:  By maintaining 90% first-call resolution rate while handling 60+ daily customer inquiries across billing, technical, and account services.  Generated additional monthly revenue by identifying and converting upsell opportunities during service interactions, exceeding sales targets consistently.  Decreased repeat calls by 30% by creating a database of common technical solutions, enabling faster issue resolution for internet and TV service problems .  Improved installation efficiency by developing a streamlined coordination system between technical teams and field engineers, reducing service delays. D-Light Solar -Customer Service Agent :  Assisted customers with product inquiries, installations, warranty claims, and troubleshooting to maximize efficiency.  Managed loan repayments and account receivables, ensuring timely follow-ups and offering alternative payment solution.  Managed loan repayments and account receivables, ensuring timely follow-ups and offering alternative payment solutions.  Educated customers on energy savings and best usage practices, while conducting follow-ups to ensure satisfaction.  Provided insights on collections, customer feedback, and service improvements, while assisting sales teams with lead generation and customer outreach.  Trained and mentored new team members, ensuring high customer service standards.  Built and trained a team of 8 team members customer service representatives resulting in consisitent service quality and reduce response time across all channels.  Recovered in overdue payments by implementing a structured follow-up system and flexible payment solutions, reducing default rates for the solar financing program.  Improved customer retention by developing a comprehensive troubleshooting guide and maintenance protocol, leading to a decrease in product return requests. Front Office/Customer Service Representative February 2019 – March 2020 Sunflower Tents and Décor-Event Management Company Overall purpose: Provided seamless and exceptional experience for clients by providing top-notch customer service throughout the event planning process. Responsible for engaging with clients, understanding their event needs, and coordinating all aspects of the event from consultations to logistics.Overseeing equipment rentals, managing staff, addressing client concerns, and ensuring timely setup and teardown, all while maintaining clear communication with internal teams and external vendors.Contributed to client satisfaction, smooth event execution, and overall business success by promoting additional services and fostering a collaborative environment.  Enhanced client satisfaction by welcoming guests warmly, addressing initial inquiries, and ensuring a seamless consultation process, leading to well-coordinated event planning.  Streamlined event execution by scheduling client consultations, coordinating with vendors, and managing equipment rentals, ensuring all requirements were met efficiently.  Optimized logistics and operations by overseeing transportation, monitoring truck schedules, and ensuring timely delivery and setup of event materials, reducing delays.  Ensured flawless event execution by supervising staff readiness, overseeing setup and teardown, and addressing lastminute client adjustments, maintaining high service standards.  Increased service utilization and revenue by promoting additional event enhancements, decor upgrades, and package add-ons, creating memorable experiences for clients. OTHER POSITIONS HELD  Customer Care Representative | Nevira Beauties | 09/2013 – 06/2018  Administrative Assistant/Customer Care Representative | Mariko Farm Transporters Ltd | 04/2011 – 05/2013  Salesperson | Stitches & Stitches Ltd | 01/2011 – 03/ 2011  Salesperson | Evaphine Uniforms Ltd | 01/2010 – 12/2010 REFERENCES Available Upon Request