Morine Wairimu Wanjiku

Professional Portfolio Morine Wairimu Virtual Assistant Kenya -- My Story: Your Partner in Efficiency and Excellence Welcome to my portfolio! Every professional journey has a spark—a moment where everything clicks. For me, that moment came when I realized the immense satisfaction of turning a chaotic inbox into a masterpiece of organization or seeing a satisfied customer smile at the end of a call. My journey has been about refining those sparks into a reliable process that helps individuals and businesses achieve their goals without stress. As a Virtual Assistant and Customer Support Specialist, I thrive in the background, ensuring that every detail is managed so my clients can focus on their bigger vision. Whether it’s coordinating schedules, managing customer inquiries, or delivering insightful reports, I bring my all to every task. I believe in more than just ticking boxes—I create solutions that make life easier, more efficient, and more enjoyable for my clients. What I Bring to the Table Effortless Organization: From juggling complex schedules to clearing out inboxes, I ensure everything runs like clockwork. Exceptional Customer Care: I know the art of listening, problemsolving, and going above and beyond to ensure every customer interaction is memorable. Reliable Communication: Whether it’s updating you on progress or ensuring timely responses to client emails, I keep everyone on the same page. Strategic Problem-Solving: No two days are the same, and I thrive on finding creative and effective solutions to unexpected challenges. Education and Cerifications Diploma in Hospitality Management | Zetech University Virtual Assistant Training | ALX Africa, Sep 2024 My Professional Journey Virtual Assistant Servtel Communication | Remote - Sep 2024 – Present When I stepped into my role at Servtel, I was tasked with managing the daily chaos that often overwhelms busy professionals. My primary focus was ensuring seamless communication for clients and teams, and I quickly became the backbone of operations. Email Management: I developed a streamlined process to handle 50–100 daily emails, ensuring all responses were delivered within 24 hours. Scheduling and Coordination: Managing 10–20 weekly appointments, I resolved scheduling conflicts with a proactive approach, ensuring no meetings overlapped. Client Relations: Acting as the first point of contact, I handled 5–15 inquiries daily, resolving issues quickly and leaving clients with a positive impression. Reporting: Delivered detailed weekly and monthly reports, providing insights that helped guide decision-making. Project Management: Supported 3–5 ongoing projects, tracking deadlines, coordinating with team members, and ensuring every deliverable was met on time. This role has allowed me to master the art of multitasking and develop strong relationships with clients, colleagues, and stakeholders. Customer Support Representative Upperhill Springs Hotel | Remote - Sep 2019 – Jan 2020 At Upperhill Springs, I was the friendly voice on the other end of the line, turning potentially stressful customer interactions into positive experiences. Customer Interaction: I managed 10–30 support tickets daily, resolving inquiries with efficiency and empathy. Feedback Analysis: Compiled and analyzed customer feedback to improve services, presenting actionable insights bi-monthly. Proactive Solutions: Reduced follow-up requests by 20% by anticipating customer needs and addressing concerns before they escalated. Clear Communication: Ensured every customer left with a resolution, building trust and enhancing overall satisfaction. This experience cemented my love for connecting with people and finding ways to make their day better, one interaction at a time. Work Samples Email Management Calendar management Meeting Agenda Work Samples ITINERARY Skills and Expertise 11 Identity Design Customer Experience 4 Office Administration 22 Print Design Data Entry & Accuracy 5 Problem-Solving 33 Digital Design and time Multitasking management Document creation and editing 6 7 Travel planning and coordination 10 Order Management 8 Calendar and email management 11 Financial Operations 9 Task prioritization and scheduling 12 Administrative support and research Illustration Typography 13 Social media management 14 Cold calling 15 Data entry Case Study Improving Efficiency at Servtel Communication At Servtel Communication, I was tasked with managing email overload, scheduling conflicts, and client communication inefficiencies. With over 50–100 emails coming in daily, clients often experienced delays, and appointments were frequently double-booked. To solve these issues, I implemented an email categorization system, introduced shared scheduling tools, and acted as the primary point of contact for client inquiries. I also streamlined the reporting process to keep the team on track. As a result, email response times improved by 40%, scheduling conflicts dropped by 60%, and client follow-ups were reduced by 20%. By optimizing these processes, I was able to significantly enhance the team's efficiency and ensure a better experience for both the team and the clients. Timmerman Industries Client Testimonials From a Colleague at Servtel Communication: "Morine is a valuable asset to our team. She consistently goes above and beyond, handling a large volume of emails and appointments with professionalism and efficiency. Her ability to stay organized while managing multiple tasks has been a game-changer for our workflow. I highly recommend her services to anyone in need of a reliable virtual assistant." From a Client in Customer Support: "Morine’s ability to communicate effectively and empathize with customers made her an outstanding support representative. She reduced our response times, and customers were consistently happy with the clarity of her communication. I’ve worked with many support teams, but Morine stands out for her proactive approach and attention to detail." In My Toolkit Microsoft Office Suite (Excel, Word, PowerPoint) Salesforce (CRM) Google Workspace (Docs, Sheets, Gmail) Zendesk (Customer Support) Freshdesk (Customer Support) HubSpot (Marketing & Sales) QuickBooks (Accounting & Invoicing) Trello (Project Management) Asana (Task & Workflow Management) Slack (Team Communication) Zoom (Video Conferencing) Why I Stand Out I don’t just work behind the scenes; I make sure everything works for you. My approach is simple yet effective: understand your goals, anticipate your needs, and deliver results with precision and care. I’m not just here to assist; I’m here to make your life easier and your business stronger. Let’s create something extraordinary together. Thank you , I hope we can work together ! Morine Wairimu Contact Information Kenya --