Melline Ouma
@mellineouma
Administrative and customer support specialist delivering efficient remote operations and high-resolution customer service.
What I'm looking for
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.
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.
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.
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.
Education
Degrees, certifications, and relevant coursework
Zetech University
Bachelor Degree, International Relations and Diplomacy
2024 -
Pursuing a Bachelor Degree in International Relations and Diplomacy at Zetech University since 2024.
Nairobi Aviation College
Diploma, Social Work and Community Development
2015 - 2017
Completed a Diploma in Social Work and Community Development from 2015 to 2017.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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