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Kunihira Mercy

@kunihiramercy

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Motivated customer service and virtual assistant professional skilled in administrative support.

Uganda

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What I'm looking for

I am seeking remote or in-office roles in customer service or virtual assistance where I can apply strong administrative, communication, and organizational skills and grow into expanded responsibilities.

I am a motivated and adaptable customer service and administrative support professional with hands-on experience in virtual assistance, sales, and client support. I deliver calm, solution-focused service and maintain high customer-satisfaction rates.

At Ison BPO I resolved issues on first calls, maintained a 2.5-minute average handle time, and consistently achieved over 90% customer satisfaction, exceeding company targets. I handled high call volumes while preserving quality and efficiency.

As a Virtual Assistant Intern at Skills to Scale Academy I managed scheduling, inbox organization, document formatting, and online research using Google Workspace, Zoom, Trello, and Notion. I completed weekly assignments emphasizing communication, organization, and client support.

I hold a BA in Economics from Makerere University and completed a Virtual Assistant Training Program. I am reliable, quick to learn, and ready to contribute strong administrative, communication, and organizational skills to a growing team.

Experience

Work history, roles, and key accomplishments

Virtual Assistant Intern

Skills to Scale Academy

Aug 2025 - Oct 2025 (2 months)

Supported clients with scheduling, email management, data entry and online research, using Google Workspace, Zoom, Trello and Notion to improve administrative efficiency during a short-term remote internship.

Calendar Management Google Workspace Zoom Trello Notion Data Entry Online Research

Customer Service Representative

Ison BPO

May 2022 - Jun 2025 (3 years 1 month)

Resolved customer issues on first call and maintained a 2.5 minute average handle time while handling ~50 inbound calls daily, achieving over 90% customer satisfaction versus an 85% target.

Customer Service Time Management CRM Problem Solving Communication Quality Assurance

Sales Associate

Fildah Boutique

Jan 2018 - Apr 2022 (4 years 3 months)

Managed stock receiving and cash transactions with zero errors, opened and closed the store, and assisted customers with product selection to drive repeat sales and satisfaction.

Retail Sales Inventory Management Cash Handling Customer Service Merchandising POS

Education

Degrees, certifications, and relevant coursework

Skills to Scale Academy

Certificate, Virtual Assistance / Administrative Support

2025 - 2025

Completed an online Virtual Assistant Training Program covering administrative support, calendar and email management, online research, and digital tools.