PAULINE WAMBUI NYAMBURA
EXECUTIVE VIRTUAL ASSISTANT/ CUSTOMER SUPPORT AGENT.
Nairobi, Kenya | LinkedIn Profile | Portfolio
- |-Professional Summary
Detail-oriented and highly organized Executive Virtual Assistant with 3+ years in administrative
support, and customer service. Great at optimizing workflows, managing complex schedules, and
leveraging technology to enhance productivity.
Skills
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Customer Support and Relationship Management.
Email, scheduling and Calendar Management.
Time Management, Task Coordination and Problem-Solving.
Team Collaboration and Communication.
Community and Social Media Management.
Technical Skills:
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Project Management Tools: Asana, Trello, Notion, ClickUp, Airtable.
CRM Platforms: Bitrix24, Zoho CRM, Hubspot, Gorgias, Zendesk, Jira, Jitsi, .
HR & Administrative Tools: Zimyo, Orange, Google Workspace, Microsoft Office.
Automation & AI Tools: Zapier, Make, Otter.ai (for transcriptions), Grammarly, ChatGPT,
Deepseek.
● Design and Multimedia: Canva, Social Media Management.
● Communication Platforms: Slack, Zoom, Microsoft Teams, Skype, Google Meet.
PROFESSIONAL EXPERIENCE
Executive Virtual Assistant ( Contract)
Colored Giraffe (Remote) | Nov 2024 – Feb 5th 2025
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Managed email inboxes by reviewing, categorizing, and prioritizing messages for efficiency.
Assisted with onboarding new employees, ensuring accurate data entry in HR systems.
Scheduled and prepared for meetings, including running reports and summarizing key points.
Created daily update reports outlining critical follow-ups and action items.
Conducted research and compiled data to support strategic decision-making.
Assisted with candidate screening and recruitment.
Key Achievements:
● Streamlined email management, reducing response time by 30%.
● Improved onboarding efficiency, cutting down setup time by 25%.
Data Verification Agent (Contract)
Apollo Agriculture Company (Remote) | Feb 2024 – Apr 2024
● Verified and transcribed data submitted by field agents, ensuring 98% accuracy and
compliance.
● Maintained high data verification standards, consistently meeting quality KPIs.
● Provided first-level resolution for inquiries, reducing escalations by 20%.
● Documented all agent interactions in alignment with operational protocols.
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Key Achievements:
● Achieved a 98% accuracy rate in data verification.
● Played a key role in reducing turnaround time for data processing by 15%.
Customer Support Specialist (Call Center)
SBL Manufacturers Company (On-site) | Jan 2023 – Jan 2024
● Handled over 150+ outbound and inbound customer calls, emails, and chats professionally.
● Listened attentively to customers’ questions and concerns, and provided accurate and timely
information regarding products, services, and promotions.
● Assisted customers in making informed purchasing decisions by effectively presenting
product features and benefits.
● Utilized available resources, including product knowledge databases and training materials,
to provide accurate and consistent information to customers.
Key Achievements:
● Maintained top 5% performance metrics for customer satisfaction and response time across
the team.
Customer Support (Virtual Assistant)
Josya Collection Company | Feb 2020 – Jan 2023 (Contract)
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Managed appointments and optimized scheduling for enhanced productivity.
Handled customer inquiries via email, chat, and phone, ensuring timely resolution.
Created and scheduled engaging social media content, improving engagement rates.
Prepared and sent invoices accurately and promptly.
Key Achievements:
● Increased social media engagement by 35% through strategic content planning.
● Maintained a 95% customer satisfaction rate in handling inquiries.
Assistant Communication Officer (Volunteer)
Chosen Children of Promise | Jan 2019 – Mar 2021
● Organized events and meetings, handling logistical arrangements and documentation.
● Managed and updated website content and social media platforms.
● Documented organizational activities through photography and article writing.
Key Achievements:
● Enhanced online engagement by 40% through consistent content updates.
● Implemented a structured filing system, reducing document retrieval time by 50%.
Education & Certifications
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Virtual Assistant Certification – ALX Africa (June 2024 – Sept 2024)
AI Career Essentials Certification – ALX Africa (Sept 2024)
Virtual Assistant Certification – Alison (2025)
HR Talent Acquisition – Coursera (2025)
Kenyan Certificate of Secondary Education – Kamandura Girls High School (2018)
Interests
● Exploring automation tools for remote work.
● Learning emerging customer service technologies.
● Networking and professional development.
Referees
Ms. Esther Mnjala – Human Resource Manager, Colored Giraffe
Tel: -
Ms. Irene Shitsama – Communication Officer, Chosen Children of Promise
Tel: -
Ms. Anita Mwende – Data Verification Supervisor, Apollo Agriculture Company
Tel: -
