Veronica Nyambura

​ ​ Veronica Nyambura Tel: - Email:- CAREER PROFILE SUMMARY Organized and versatile professional with over two years of experience in customer service and virtual assistance. Skilled in managing complex schedules, coordinating projects, and delivering high-quality support to clients across various industries. My expertise spans administrative operations, data annotation, customer relationship management, and leveraging technology to optimize workflows. I am passionate about creating efficient systems, proactively resolving challenges, and maintaining strong client relationships. Proficient in tools like Salesforce, HubSpot, Google Workspace, and Canva, I bring technical and interpersonal skills to drive success in any role. Beyond work, I am committed to continuous growth through coding, nature exploration, and community engagement. KEY SKILLS AND COMPETENCIES ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ​ Notion​​ ​ ​ ​ Zapier ​ Hubspot​ ​ 1password ​ ​ Slide Deck Creation ​ ​ HTML/CSS/JavaScript ​ File and Data Management ​ ​ Calendar Management ​ Inbox Management ​ Travel Management ​ ​ Customer Service ​ ​ Social Media Management ● Hubspot ● Canva ● Asana ● Voiceflow ● Sales Force ● Google Workspace ● Microsoft Office ● Zendesk ● Adaptability ● Active listening ● Data Annotation ​ 1 WORK HISTORY Freelance Executive Assistant​ Remote March 2024 – Present Duties and Responsibilities ●​ Provide high-level virtual support to executives and entrepreneurs across various industries ●​ Implement AI tools and workflow automation to streamline operations and increase efficiency ●​ Manage complex calendars, coordinate meetings, and handle confidential communications ●​ Assist with project management, reporting, and document preparation ●​ Maintain CRM systems, track tasks, and optimize team collaboration processes Customer service representative CCI Kenya JAN 2023 - JAN 2024 Duties and Responsibilities ●​ Managed inbound and outbound calls ●​ Delivered accurate product information ●​ Addressing customer inquiries across multiple channels, including email, chat, and social media, maintaining an 85% customer satisfaction rate ●​ Responded to tickets swiftly, escalated complex issues to the appropriate teams, and ensured precise customer feedback was collected and addressed ●​ Processed customer orders with efficiency and attention to detail, consistently following up to meet customer needs ●​ Resolved complaints effectively, reinforcing customer loyalty and satisfaction Virtual Assistant Scot Logistics Limited MAY 2021 - JUL 2022 Duties and Responsibilities ●​ ●​ ●​ ●​ ●​ ●​ ●​ ​ Managed and prioritized 100+ emails daily, achieving a 95% on-time response rate Scheduled and coordinated 20+ meetings weekly across time zones Booked and organized travel for 15+ business trips annually, ensuring 100% itinerary accuracy Digitized and organized over 200 records, reducing retrieval time by 50% Managed social media channels and enhanced engagement by 20% Provided online support, maintaining a response rate of under 2 hours for client inquiries Led coordinated marketing initiatives that enhanced online visibility and significantly increased lead generation ​ 2 Call Centre Agent Alpha Security Bureau | NOV 2020– APR 2021 Duties and Responsibilities ●​ Handled customer inquiries and resolved issues, maintaining a 95% customer satisfaction rate ●​ Documented call interactions and identified trends that improved response time by 10% ●​ Utilized CRM systems, including HubSpot and Salesforce, to maintain and update customer records ●​ Conducted outbound cold calls to potential clients, introducing security services and generating leads ●​ Scheduled consultations and follow-ups for sales representatives with interested clients. ●​ Assisted customers with troubleshooting security system issues and escalating complex cases as needed ●​ Managed high call volumes while ensuring quality service and meeting daily targets EDUCATION & CREDENTIALS September 2016 - September 2020 (Meru University) BSc Information Technology. Second Class Honors, Upper Division January 2015 (St.Joseph Computer College) Certificate of Computer and Technology 2012 – 2015 (Magomano Girls High School) Kenya Certificate of Secondary Education 2002 – 2012 (Kamahia Primary School) Kenya Certificate of Primary Education INTERESTS ●​ ●​ ●​ ●​ ​ Nature Walks Reading Coding Networking ​ 3