Mary Ngure

Mary Ngure | VIRTUAL ASSISTANT --LinkedIn Profile Working Remotely SUMMARY ●​ Administrative virtual assistant with experience in high-level support, customer success, and data management. ●​ Skilled in effective inbox and calendar management, comprehensive web research and data mining, travel planning, and accurate data entry ●​ Strong communication and multitasking skills, adept at handling administrative tasks in fast-paced environments, ensuring timely and high-quality results. WORK EXPERIENCE Community Support Specialist Young Techiez Feb 2025- April 2025 Working Remotely ●​ Oversaw daily operations, ensuring seamless execution of sessions and activities. ●​ Acted as the primary point of contact for students, trainers, and guests, providing support where needed. ●​ Managed session schedules, sent reminders, and coordinated Zoom/Google Meet links for virtual meetings. ●​ Conducted weekly polls to gather feedback and identify areas for improvement, enhancing attendee engagement. ●​ Assisted in organizing guest speaker sessions, graduation events, and challenge-related panels. ●​ Provided administrative support for ongoing projects by tracking progress, coordinating with team members, and compiling updates. Virtual Assistant​ ​ ​ Entrepreneur​ ​ ​ ●​ Managed schedules, arrangements for clients. ​ ​ ​ ​ organized ​ ​ ​ ​ meetings, Nov 2024-April 2025 Working Remotely and coordinated travel ●​ Handled email correspondence, responding to inquiries promptly and professionally. ●​ Provided exceptional social media support by scheduling posts and monitoring engagement. ●​ Streamlined administrative workflows, reducing task completion times by 15%. Customer Success Representative​ Call Center International Kenya​​ ​ ​ ​ ​ ​ ​ Oct 2023- Sep 2024 ●​ Consistently handled over 15 calls per hour and managed live chats, surpassing target performance metrics by 15%. ●​ Utilized CRM software (Salesforce) to update and maintain accurate customer information. ●​ Achieved a 97% customer satisfaction rating by efficiently resolving issues and applying detailed product knowledge. ●​ Demonstrated proficiency in managing multiple interactions across phone, email, and chat, ensuring exceptional service quality that positively impacted company growth. ●​ Leveraged in-depth product knowledge and adherence to customer service protocols to resolve inquiries quickly, minimizing wait times and enhancing customer experience. ●​ Collaborated with cross-functional teams to resolve complex customer issues and escalations, ensuring seamless communication and support. Client Documentation Specialist February 2023- Sep 2023 Optiven Limited ●​ Utilized CRM software (Zoho) to update and maintain accurate customer information ●​ Developed a systematic approach to document organization, improving turnaround times by 20% through efficient tracking and follow-up ●​ Demonstrated exceptional customer service by handling inquiries and resolving issues, ensuring high-quality service across all channels ●​ Successfully managed and verified over 500 client documents, maintaining a 100% accuracy rate in client data. SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Communication Skills Customer Service & Support CRM systems proficiency (e.g., Salesforce, Shopify, Zoho) Google Workspace Data entry and Data Management Web research and data mining Travel Planning and coordination Problem-solving Organizational skills Multi-platform support EDUCATION The Technical University of Kenya, Nairobi Bachelor of Technology in Surveying Technology CERTIFICATION ALX Africa Virtual Assistance Skills: November 2024 LANGUAGES English-Fluent Swahili-Fluent