Veronicah Ndung'u | Freelancer Resume

VERONICAH NDUNGU Executive Virtual Assistant | Operations | Customer Experience Administrative Support | Email Management | Content Creation | Calendar & Travel Management | Customer Service |Microsoft Office Suite | Project Management | Google Workspace | Notion | Asana | Slack | HubSpot | Salesforce | Zapier MCP | N8N | Cursor AI | Zendesk Tel: - | Email:-| Location: Nairobi, Kenya | LinkedIn | My Portfolio PROFESSIONAL SUMMARY Strategic and detail-oriented Executive Assistant with over 4 years of experience supporting high-level executives and managing day-to-day operations in fast-paced corporate environments. Expert in calendar and inbox management, travel coordination, stakeholder engagement, and handling confidential matters with utmost professionalism. Known for streamlining operations, improving productivity, and enabling effective decision-making at the executive level. Adept in remote work settings and cross-functional collaboration. KEY SKILLS & COMPETENCIES ● ● ● ● ● ● ● ● ● Executive Calendar & Inbox Management Complex Travel Coordination Stakeholder & Client Communication Report & Presentation Preparation Confidential Document Handling Governance & Board Support Business Intelligence & Research Expense & Budget Management Fluent in English | Basic French (Currently Learning) WORK EXPERIENCE Executive Virtual Assistant Athena | Remote |Oct 2024 – Present ● Manage the CEO’s complex calendar and inbox, ensuring optimal scheduling across multiple time zones and alignment with strategic priorities ● Coordinate high-level communications, facilitating efficient stakeholder engagement, investor updates, and cross-departmental collaboration ● Oversee end-to-end travel logistics for global engagements, including itinerary planning, visa procurement, accommodation, and expense tracking ● Prepare briefing documents, slide decks, and reports to support key decision-making processes and board-level presentations ● Maintain secure digital records of confidential contracts, HR documents, and financial statements ● Support executive hiring processes, contract renewals, onboarding, and performance tracking Introduced systems to automate workflows (using Notion and Zapier), improving task visibility and reducing manual follow-up by 30% Executive Assistant Rafiki Microfinance Bank | Nairobi Kenya | Apr 2024 - Sep 2024 ● ● ● ● ● Managed complex calendars, reducing scheduling conflicts by 20% Streamlined international travel, reducing costs by 10% through vendor optimization Coordinated over 50 high-level meetings, including agenda creation and follow-ups Handled sensitive financial reporting and reconciliations with 100% accuracy Introduced Notion-based task management, improving efficiency by 15% Insurance Underwriting & Customer Service Healthwatch Insurance Agency | Nairobi, Kenya | Mar 2022 – Aug 2023 ● Processed and evaluated over 100 policy applications monthly, improving underwriting accuracy and turnaround times ● Delivered frontline customer service with a 90% first-contact resolution rate, boosting customer satisfaction scores ● Supported the claims department, reducing claim resolution time by 25% through streamlined processes ● Coordinated travel logistics for field risk assessors and auditors, reducing travel costs by 15% ● Maintained client databases and policy records, ensuring regulatory compliance and data integrity Customer Service Representative CCI Global | May 2021 - Feb 2022 ● Handled high-volume inbound and outbound customer interactions via phone, email, and chat, achieving an 87% customer satisfaction rating ● Provided chat and social media support, improving response times and customer engagement ● Escalated unresolved issues to relevant teams, ensuring timely follow-up and resolution ● Collected and reported customer feedback to inform continuous service improvement EDUCATION Maseno University | Aug 2016 - Apr 2021 Bachelor of Science in Hydrology and Water Resources with IT PROFESSIONAL TRAINING & CERTIFICATIONS ● Athena Executive Assistant Program Training | Oct 2024-Dec 2024 KEY ACHIEVEMENTS ● Executive Support: Successfully managed high-level executive operations, ensuring effective communication and decision-making ● Board Coordination: Streamlined board meeting logistics, enhancing processes and documentation ● Operational Efficiency: Implemented strategies to reduce response times and increase task completion efficiency by 20% ● Content Creation: Created compelling email and social media content that increased engagement