Mercy Waithira

📄 MERCY NYAMBURA WAITHIRA Phone: - Email:-Location: Nairobi, Kenya 00100 PROFESSIONAL SUMMARY Resourceful and detail-oriented Virtual Assistant with 3 years of experience providing administrative, technical, and customer support to clients across various industries. Proven ability to manage multiple tasks, meet deadlines, and deliver excellent service in remote environments. Skilled in email management, calendar scheduling, social media support, data entry, and CRM systems. CORE SKILLS • • • • • • • • • • Calendar & Email Management Data Entry & Internet Research Customer Support (Live Chat, Email, Phone) Social Media Management Project Coordination Document Creation & File Management CRM & CMS Tools (e.g., HubSpot, WordPress) Google Workspace & Microsoft Office Communication & Time Management Confidentiality & Discretion PROFESSIONAL EXPERIENCE Virtual Assistant Freelance / Upwork & Online Platforms Jan 2022 – Present | Remote • Supported 10+ international clients in administrative tasks including email filtering, appointment scheduling, and inbox zero management. • • • • • Managed calendars and scheduled meetings across time zones using Google Calendar and Microsoft Outlook. Handled social media scheduling and basic content posting on Instagram, Facebook, and LinkedIn using tools like Buffer and Hootsuite. Conducted market and competitor research, organized findings into spreadsheets and reports. Processed online orders and customer inquiries through e-commerce platforms (e.g., Shopify, Etsy). Maintained confidential client data, created organized digital filing systems, and improved efficiency through process automation. Administrative Support Specialist Remote VA Company / BPO Agency Jun 2021 – Dec 2021 | Remote • • • Provided support to a real estate client by updating listings, managing appointments, and preparing reports. Responded to customer emails, assisted with FAQs, and resolved issues in a timely manner. Updated CRM systems (e.g., Zoho, Salesforce) with new leads and client data. EDUCATION Diploma in Business Administration Kenya Institute of Management, Nairobi, Kenya 2020 CERTIFICATIONS • • Virtual Assistant Training Certification – Udemy, 2022 Google Workspace for Productivity – Coursera / Google, 2023 TOOLS & PLATFORMS • • • • • • Google Workspace (Docs, Sheets, Gmail, Calendar) Microsoft Office Suite Trello, Asana, ClickUp Slack, Zoom, Skype Canva (for basic design tasks) CRM: HubSpot, Zoho, Salesforce • Social: Buffer, Hootsuite, Meta Business Suite LANGUAGES • • • • English – Fluent Swahili – Fluent Arabic – Basic Spanish – Currently learning