Margaret Wanjiku Njoroge

I'm Margaret, an Executive Virtual Assistant/ Customer Service Specialist dedicated to helping entrepreneurs, CEOs, and growing businesses run efficiently and scale with ease. I don't just manage tasks. I design systems and workflows that ensure your operations are seamless, freeing you to focus on strategy and growth.

What I Do: I handle backend processes with precision, from CRM automation and lead generation to expense tracking and multi-channel customer support. I create workflows, monitor performance, and ensure nothing slips through the cracks, allowing your business to operate smoothly even without your constant oversight.

My Background: Before transitioning into executive virtual assistance, I built a strong foundation as a Customer Service Specialist in the BPO industry, where I served clients across diverse sectors including Spirit Airlines, Altice USA, and DLight Solar, a local solar energy company. This experience sharpened my ability to handle high-volume interactions, resolve complex client issues under pressure, and deliver consistent, professional service across multiple industries. It's what makes my approach to customer support and client management both practical and results-driven.

My Expertise Includes:

• Admin & Executive Support: Calendar management, document prep, file organization, and meeting coordination
• CRM Management: Salesforce, HubSpot, Pipedrive data management, pipeline tracking, automation
• Project Management: Task delegation, timeline tracking, progress reporting
• Lead Generation: Research, verification, appointment scheduling, follow-up support
• Customer Support: Multi-channel support, ticket management, FAQ maintenance backed by real BPO experience serving airline, telecommunications, and energy sector clients
• Email Marketing & Campaigns: Setup, audience segmentation, performance tracking
• Expense Tracking & SOPs: Daily reconciliation, budget monitoring, workflow documentation

Proven Results:

• Managed 1,500+ CRM contacts with 95% accuracy
• Coordinated 25+ weekly meetings with zero conflicts
• Maintained 98% customer satisfaction across 2,500+ monthly interactions
• Scheduled 150+ monthly sales appointments with a 12% response rate
• Achieved 38% email open rates, exceeding industry averages
• Handled 80+ customer interactions daily across voice, chat, and email channels in a BPO environment serving clients in the airline, telecommunications, and solar energy industries
• Consistently maintained a 95%+ Customer Satisfaction Score (CSAT) across high-volume accounts including Spirit Airlines and Altice USA
• Achieved a First Call Resolution (FCR) rate of 88%, reducing repeat contacts and improving overall client experience

Tools I Excel In:

Executive & Project Management: Salesforce, HubSpot, Pipedrive, Zoho CRM, Asana, ClickUp, Trello, Slack, Zoom, Google Workspace, Microsoft Office, Mailchimp, QuickBooks, Expensify, Zapier, Apollo.io, LinkedIn Sales Navigator

Customer Service & Ticketing: Zendesk, Freshdesk, ServiceNow, Intercom, Zoho Desk, Help Scout, Groove, Kayako, Jira Service Management, LiveAgent

Call Centre & Communication Platforms: Five9, Genesys Cloud, Avaya, RingCentral, Cisco Webex

Live Chat & Messaging: LiveChat, Intercom, Podium

Airline & Industry Specific: Sabre, Amadeus, Navitaire, SITA, AltaRes

Knowledge Base & Quality Assurance: Confluence, Notion, Guru, Document360, , Calabrio,

I bring systems thinking, efficiency, and accountability to every project I manage. If you want an Executive Virtual Assistant who delivers results, ensures smooth operations, and scales with your business, I'm ready to make that impact.