Rose Mwangi

ROSE MWANGI Executive Assistant rosemwangi.mathaga @gmail.com Nairobi, Kenya ABOUT ME With over 4 years experience in a remote assistantship environment, I am a dedicated and highly organized professional. My expertise lies in proficient email correspondence and adept inbox and calendar management, committed to delivering exceptional administrative support and streamlining processes for an efficient workflow structure. I am an avid reader of true crime books. A mystery getting a resolution at the end is so satisfying. WORK ATHENA Executive Assistant MAR 2023 PRESENT ● ● ● ● ● ● ● AUG 2023 PRESENT BLUE STRIPES Community Engagement (Part Time) ● ● ● ● JUN 2021 DEC 2022 Performing administrative tasks for a top executive client, including inbox, calendar and travel management Organizing and coordinating team off-sites for my client Taking meeting notes and generating reminders for my client Compiling internet research to aid in company projects Completing personal errands like grocery shopping and paying bills Project management using Hubspot & Notion Building the website’s storefront in Retool I cultivate relationships through proactive influencer outreach to secure marketing collaborations and expand brand visibility. Manage and respond to direct messages across multiple social media platforms, addressing customer inquiries and fostering positive interactions. Actively engage with relevant online content by liking and commenting on popular posts to enhance brand presence and community interaction. Address and resolve customer concerns raised on social media platforms CALLTRONIX LTD Customer Support Specialist > Learning and Development Associate ● ● ● ● ● ● Coordinated extensive training sessions for over 40 new team members, ensuring seamless onboarding and integration into the company's operations. Scheduled training sessions run times and managed lesson plans to create a structured workflow. Prioritized tasks and responsibilities effectively to meet deadlines and achieve training objectives. Resolved more than 60 complex escalations originating from tier one agents daily, ensuring swift problem resolution times. Prepared escalation reports to identify areas of improvement from tier 1 agents to help create a Training Need Analysis. Maintained meticulous records of customer interactions, accurately documenting inquiries, resolutions, and follow-up actions. JAN 2021 MAY 2021 CCI KENYA Customer Support Agent ● ● ● Utilized CRM tools to sustain exemplary Customer Satisfaction (CSAT) rating consistently exceeding the noteworthy threshold of 85% every week, a testament to my unwavering dedication to client satisfaction. Managed high call volumes efficiently, balancing between assisting customers, documenting interactions, and meeting service level agreements. Navigated complex customer issues by analyzing situations, identifying root causes, and implementing effective solutions in real time. EDUCATION 2016 - 2021 TASK EXPERTISE Jomo Kenyatta University of Agriculture and Technology Bachelor’s Degree, Mass Communication Database Management Team Management Customer Support Calendar management Inbox Management PROFICIENCY IN TOOLS INTERESTS Asana Notion Trello Slack Hubspot Retool Monday.com Zapier Pipedrive Microsoft word Microsoft Excel Google Sheets Gmail Google Slides Google Forms Google Docs Google Calendar Microsoft Teams Outlook Hubspot Skype Books Travel Music