Peninah Zowe

Peninah Zowe EXPERIENCE Book Author, Remote — Virtual Assistant 02/ 2023 - PRESENT Provide remote administrative and creative support to an independent author - Manage email communications, schedule meetings, and organize SKILLS 🔑 Core Administrative & VA Skills ●​ Management​ digital files - Conduct online research for book content and speaking topics ●​ Scheduling & Appointment Setting​ - Write, design, and schedule monthly newsletters using Mailchimp to engage a growing reader community.​ Calendar & Email ●​ Data Entry & Database Management​ -Manage subscriber lists and track open/click rates to improve engagement. ●​ Preparation & File - Coordinate social media scheduling, post engagement, and reader Organization​ interaction - Prepare promotional materials for book launches and manage email campaigns - Utilize tools such as Canva, Trello, Google Workspace, and Dropbox for daily tasks Directline Assurance Ltd, Nairobi,Kenya. — Frontoffice Executive/Switchboard )Operator July 2014 - February 2019 • Answer and direct phone calls Document ●​ Online Research​ 💻 Technical & Tools ●​ Google Workspace (Docs, Sheets, Drive)​ ●​ Microsoft Office Suite (Word, Excel)​ • Maintain contact lists • Organize and schedule meetings and appointments ●​ (Salesforce, Zoho, • Produce and distribute correspondence memos • letters CRM Systems HubSpot)​ ●​ • faxes and forms Project Management Tools (Trello, Asana)​ • Assist in the preparation of regularly scheduled reports ●​ Communication Tools (Slack, Zoom)​ • Develop and maintain a filing system • Arrange travel arrangements • Provide general support to visitors • Co-coordinating and allocation of transport to staff 📰 Marketing & Content Obtain and examine all relevant information to assess validity of ●​ complaints and to determine possible causes, such as extreme Mailchimp Campaigns​ weather conditions that could increase utility bills. • Keep records of customer interactions or transactions, recording ●​ (Instagram, Facebook)​ taken. • Complete contract forms, prepare change of address records, or • Check to ensure that appropriate changes were made to resolve customers' problems. Social Media Management details of inquiries, complaints, or comments, as well as actions issue service discontinuance orders, using computers. Newsletter Writing & ●​ Basic Canva Design​ 🤝 Customer Support • Review insurance policy terms to determine whether a particular ●​ loss is covered by insurance.02/2014 Customer Service & Live Chat​ • Assist in the smooth running of administrative work ●​ Conflict Resolution​ Ecom Services Limited, Australia (Remote) — Customer Support Associate. ●​ November 2011 - September 2012 • Data entry management • Verification of client's profile and activity on the site Order Processing & Billing Support​ • Receiving customer calls both inbound and outbound • Outlying customer support services via email,skype,mail etc Problem-Solving & 🌟 Soft Skills ●​ • Content moderation of all user profiles Excellent Written & Verbal Communication​ • Ability to work on a 24 hour shift system • Ability to respond promptly to customer inquiries ●​ Time Management & Multitasking​ • Effectively carried out customers' needs assessment • leading to attainment of quality standards of service and ●​ Attention to Detail​ ●​ Adaptability & Quick satisfaction • Ability to work with multiple browsers • Consistently updated customer data to ensure accuracy and eliminate fraud profiles • Greatly improved on decision making skills through hands-on experience in handling diverse challenging situations Learning ​ LANGUAGES English, Swahili .Hands on experience in a busy BPO in E-commerce. January. 2011 - January. 2012 • Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information. EDUCATION Kenya Institute of Management, Nairobi — Diploma July 2016 - December 2017 Diploma in Business Management Certificate in Office Management Kenya Utalii College, Nairobi — Certificate July 2013 - August 2013 Certificate in Customer Care Management.