Open to opportunities

Melline Ouma

@mellineouma

Administrative and customer support specialist delivering efficient remote operations and high-resolution customer service.

Kenya

Message

What I'm looking for

I seek remote or hybrid roles where I can enhance customer experience, streamline operations, train teams, and contribute measurable efficiency gains in a collaborative, growth-oriented company.

I am an administrative and customer support specialist with 5+ years delivering high-quality virtual and in-person support for executives and remote teams.

I excel at calendar management, travel booking, inbox organization, high-volume inquiry handling, and CRM tools like HubSpot, Slack, Hubstaff and Freshdesk.

My work has produced measurable improvements — a 90%+ resolution rate, 30% faster onboarding through training, and workflow efficiencies such as a 20% reduction in retrieval time from a filing system redesign.

I thrive in remote-first settings, am comfortable across EST/PST/GMT time zones, and bring structured, proactive communication to teams across the US, UK, and Africa.

Experience

Work history, roles, and key accomplishments

Administrative Assistant

Bamm Tours and Travel

Jun 2023 - Jan 2025 (1 year 7 months)

Managed front-desk, administrative and customer support operations, implemented a filing system that reduced retrieval time by 20% and trained staff to cut onboarding time by 30%, achieving a 90%+ complaint resolution rate.

Customer Service Data Entry Scheduling Onboarding Office Management

Property Consultant

Sortmasters Investments Ltd

May 2021 - May 2023 (2 years)

Provided client consultations, organized investor workshops, managed front-desk and ledger/data entry, and prepared invoices and monthly reports to support sales and investment decisions.

Consultation Customer Care Data Entry Reporting Invoicing Meeting Coordination Research

Customer Care Agent

Apex Company

Nov 2019 - Mar 2021 (1 year 4 months)

Handled customer inquiries and records management, built complaint databases and delivered reports and data analyses for director-level meetings to improve service and record accuracy.

Customer Support Records Management Excel)Report Writing Data Analysis Excel

Virtual Assistant

Apex Outsourcing

Jan 2018 - Oct 2019 (1 year 9 months)

Provided remote executive admin support including scheduling, inbox management, document coordination and research; streamlined communication workflows to improve response times by 25% and maintained 90%+ resolution rate.