Monica Koina

MONICA KOINA EXECUTIVE VIRTUAL ASSISTANT --https://monicakoina.my.canva.site/execu tive-virtual-assistant PROFILE Proactive and detail-oriented Executive Virtual Assistant with over 2 years experience supporting executives, administrative teams and customer service. Skilled in managing inboxes, calendars, CRMs and internal communications to boost efficiency. Recognized for improving workflow processes and delivering clientcentered service in fast paced remote environments. WORK EXPERIENCE EXECUTIVE VIRTUAL ASSISTANT Elevate Group Nov 2024-March2025 Provided administrative support to a team of 3 executives in a management consulting firm, ensuring seamless daily operations. Managed Gmail and Outlook inboxes, responded to over 50 emails weekly and prioritizing urgent tasks efficiently reducing response delays by 40%. Organized weekly Zoom and Google Meet team meetings, prepared agendas and followed up on action items, which led to 80% task follow-up compliance. Streamlined file organization using Google Drive, reducing document retrieval time by 30% and reduced document duplicates. Maintained confidentiality while handling contracts budgets and HR communications ensuring data protection and compliance ADMINISTRATIVE ASSISTANT Nova Tech Consultancy Feb 2024-Oct 2024 Coordinated daily tasks for a small IT consultancy using Trello and ClickUp improving on-time project completion by 25%. Handled client communication via Slack and Gmail maintaining 100% response rate within 24-hour, reducing client escalations by 30%. Created and managed spreadsheets in Excel and Google Sheets to track project deliverables and timelines, improving tracking accuracy by 40%. Conducted internet research using Google advanced search and presented findings using Google-Docs directly impacting strategic planning decisions. CUSTOMER SERVICE ASSOCIATE Sprout Organics March 2023-Jan 2024 Responded to customer inquires via phone and Zendesk, resolving 90% of issues on the 1st interaction. Scheduled over 100+ customer appointments using Calendly and updated HubSpot with call notes and client feedback streamlining follow-up process by 30%. Played a key role in improving customer satisfaction scores by 20% over 3 months Maintained accurate contact databases using Mailchimp, enabling the marketing team to execute targeted outreach campaigns effectively that led to 15% increase in email open rates RELEVANT SKILLS Executive and Admin Support Email, Calendar and Schedule Management Data Entry Project Management Document Creation Internet Research and Reporting EDUCATION BSC. AGRIBUSINESS MANAGEMENT AND ENTERPRISE DEVELOPMENT Jomo Kenyatta University 2021 - 2025 LANGUAGES English (Fluent) Customer Service & Client Relations File Management Time Management Social Media Management Professional Communication problem-Solving Attention to Detail CERTIFICATION CERTIFIED VIRTUAL ASSISTANT 2023 Alison Working as a Virtual Assistant REFERENCES Available upon request