Whitney Imbuhila

WhitneyImbuhilaOminde Nairobi, Kenya • - •-- Dedicated Virtual Assistant and Customer Success Representative, I am highly motivated to ensure and maintain customer satisfaction while actively contributing to the success of your company. With a proven track record, I have a unique ability to establish strong rapport with customers and exhibit exceptional adaptability to changing circumstances. Experience Front Desk Receptionist (Intern)|Anti-Doping agency of Kenya September2023) (March 2023- Serve as the frontline for customer inquiries across multiple channels simultaneously (email, phone, live chat). • Work through creative solutions to effectively answer customer questions, provide guidance, and resolve issues. • Work closely with operations, and benefits teams on a day-to-day basis. • Help with customer retention and contribute recommendations for improving products and processes. • • Remain informed on HR topics such as health benefits, taxes, payroll, and compliance. • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel. Virtual Assistant |Her Financial IQ New Jersey - March 2023 - July 2023 • Completed business correspondence, transcription, and data entry. • Monitored emails, organized inbox, and prioritized messages for supervisor. • Uploaded files for team use on Google Suite and SharePoint. • Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings. • Set up virtual Zoom meetings, invited guests and disseminated agendas. • Entered supervisor's shopping list into online shopping site and coordinated deliveries. Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy. • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests. • • Established administrative work procedures to track staff's daily tasks. • Executed travel arrangements by researching and booking flights and accommodations. • Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information. Front Desk Agent Trainee Accor Hotels (Mercure and pullman) Nairobi –January 2023 – April 2023 • Evaluated all evidence with the ultimate goal of creating positive outcomes for client's claims. • Negotiate with claimant and third-party carriers to settle claims. • Provide exceptional customer service, which contributed to overall company retention. • Trained other claims staff members on proper handling and evaluation of claims. • Used internal software to process reservations, check-ins and check-outs. • Answered multi-line phone system and enthusiastically greeted callers. Welcomed each new arrival pleasantly and confirmed reservations and identification. • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests. • Virtual Customer Service Representative |Safaricom (Mkopa) Nairobi - December 2022 – July 2023 Answered live online chats to give quick answers and solve problems faster. • Monitored customer feedback and performance indicators to identify areas for improvement. • Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment. • Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs. • Conducted customer service training sessions for new team members. • Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers. • Travel Consultant Trainee |Bonfire Adventures Nairobi - November 2022 – February 2023 • Worked effectively in fast-paced environments. Demonstrated a high level of initiative and creativity while tackling difficult tasks. • Developed strong communication and organizational skills through working on group projects. • • Provided professional services and support in a dynamic work environment. • Self-motivated, with a strong sense of personal responsibility. • Cultivated interpersonal skills by building positive relationships with others. Cashier |Strathmore University Nairobi - November 2021 - November 2022 • Worked closely with shift manager to solve problems and handle customer concerns. • Helped customers complete purchases, locate items, and join reward programs. • Welcomed customers and helped determine their needs. • Worked flexible schedule and extra shifts to meet business needs. • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels. • Greeted customers entering store and responded promptly to customer needs. • Upsold additional products and services to customers, increasing revenue. Volunteer |Mungoma Hospital Nairobi - April 2019 - August 2019 Used strong interpersonal communication skills to convey information to others. • Supported engaging, fun, and smooth-running events by helping with organization and planning. • • Maintained clean, neat, and operational facilities to serve program needs. Assisted with special events and programs. • Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks. • Facilitated community outreach to expand participation and support. • Intervened in crisis situations to obtain support for clients and reduce escalation or recurrence risks. • Skills • Exceptional communication skills • MS Windows proficient • Strong client relations • Training development aptitude • Excellent customer service skills • Strong multi-tasking skills • Extremely organized Education Strathmore University: Bachelor’s in hospitality and tourism management -) International hotel and tourism institute: Pastry and bakery 2021 Certificate Awarded: Certificate in Pastry Kenya School of law: Certificate in secretarial studies High School: Mudasa Academy (2016 – 2018) Qualifications: K.C.S.E – Mean grade B- (Minus) References Josphine Muli Nthenya-Mentor (Strathmore University)-- Edna Koitie -Human Resource Manager (ADAK)--