Open to opportunities

Margaret Adhiambo

@margaretadhiambo

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Detail-oriented virtual assistant with a focus on customer experience.

Kenya

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What I'm looking for

I am looking for a role that values teamwork and offers opportunities for growth, where I can apply my skills in customer support and administrative tasks.

I am a dedicated virtual assistant with a strong background in customer operations and administrative support. My experience spans various roles, including my current position on Upwork, where I provide professional virtual assistant services to global clients. I excel in managing inboxes, calendars, and customer inquiries, ensuring timely follow-ups and enhancing client satisfaction. My ability to implement streamlined workflows has resulted in a 30% reduction in response times for frequently asked questions, showcasing my commitment to efficiency and client success.

Previously, I worked as a Customer Service Team Member at Kuku Foods Kenya (KFC), where I handled over 50 customer interactions daily. My focus on delivering exceptional service and resolving customer concerns helped improve customer retention rates. Additionally, my internship at the Kenya National Library Service allowed me to modernize cataloguing systems, increasing information accessibility and reducing search times by 20%. I am passionate about leveraging my skills to create positive experiences for clients and customers alike.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant & Customer Operations Support

Current

Upwork

Dec 2023 - Present (1 year 7 months)

Provided professional virtual assistant support to global clients, focusing on customer experience, administrative organization, and communication flow. Managed inboxes, calendars, and customer inquiries for small business owners, ensuring timely follow-ups and enhanced client satisfaction.

Customer Experience Inbox Management Calendar Management Trello Slack Google Workspace Zoom

Customer Service Team Member

Kuku Foods Kenya (KFC)

Jul 2022 - Present (3 years)

Delivered exceptional front-line service by resolving customer concerns across multiple touchpoints, including in-person, phone, and drive-through. Handled over 50 customer interactions daily while maintaining composure and professionalism in high-pressure environments.

Customer Service Conflict Resolution Team Collaboration Customer Retention Problem Solving

Library Intern

Kenya National Library Service

Jan 2022 - Present (3 years 6 months)

Modernized cataloguing and classification systems, increasing information accessibility for users and reducing search times by 20%. Developed a simplified reference guide for library patrons, which improved user independence and reduced repetitive staff queries.

Classification Collection Assessment Dewey Decimal Classification Library Of Congress Subject Headings Digital Holdings Management

Education

Degrees, certifications, and relevant coursework

Online Learning

Certificate, Content Marketing Strategy

Engaged in online coursework focusing on content marketing strategies. Developed skills in planning, creating, and distributing valuable content to attract and retain a clearly defined audience. Gained insights into various digital marketing channels and their effective utilization.

Kabete National Polytechnic

Diploma, Record Management, Information Science

Completed a comprehensive program in Record Management and Information Science. Acquired expertise in organizing, maintaining, and retrieving information efficiently. Studied principles of data governance, archival practices, and information systems.

Goi Bei Girls

High School Diploma, Secondary Education

Obtained the Kenya Secondary Certificate Education, demonstrating proficiency across a broad curriculum. Developed foundational academic skills essential for further education and professional development. Participated in various school activities, fostering teamwork and leadership.