Open to opportunities

Mercy Mungai

@mercymungai1

I streamline remote operations through executive support, client communication, CRM administration, and workflow improvements.

Kenya

Message

What I'm looking for

I'm looking for a remote role where I can support executives or operations teams through scheduling, client communication, CRM administration, documentation, and workflow improvement while growing with a collaborative, accountable organization.

I've supported remote businesses and international clients through high-volume customer communication, executive administration, and operational coordination. At a Digital Services Company, I managed 200+ daily chat and email interactions while maintaining CRM records, tracking follow-ups, and achieving a 95%+ first-contact resolution rate.

I reduced average issue-resolution time by 20% through workflow management and process improvements. As a freelance virtual assistant, I coordinated calendars, inboxes, onboarding, payments, documentation, and reporting, while developing SOPs that improved operational efficiency by 30%.

My background also includes front-office operations at Rusam Villa Hotel, independent client service delivery, and customer support at Horizon Contact Centre, where I documented 10,000+ CRM cases. I bring organized follow-through, sound judgment, and reliable support to fast-paced remote teams.

Experience

Work history, roles, and key accomplishments

Remote Client Communications Specialist

Digital Services Company

May 2024 - Dec 2025 (1 year 7 months)

Managed 200+ daily customer interactions across chat and email for North American and international clients, maintaining clear communication and accurate CRM records. Improved issue resolution time by 20% and maintained a 95%+ first-contact resolution rate.

CRM Customer Service Workflow Management Process Improvement Remote Collaboration

Virtual Assistant – Customer Support & Operations

Freelance Client

Jan 2024 - Apr 2024 (3 months)

Coordinated executive calendars, scheduling, inbox management, client communications, and appointment coordination. Developed SOPs and standardized workflows, improving operational efficiency by 30%.

Calendar Management Scheduling Inbox Management Client Communication CRM Documentation SOP Development Workflow Optimization

Guest Relations & Front Office Associate

Rusam Villa Hotel

Jan 2023 - Dec 2023 (11 months)

Coordinated reservations, guest scheduling, billing, and front-office operations, managing 50+ guest interactions daily. Maintained 90%+ guest satisfaction while resolving booking conflicts and coordinating with housekeeping and maintenance teams.

Reservations Guest Relations Billing Customer Service Record keeping Coordination Problem Solving

Self-Employed Client Service Provider

Self Employed

Apr 2020 - Dec 2022 (2 years 8 months)

Managed end-to-end client scheduling, communication, payment tracking, procurement, and follow-ups independently. Built long-term client relationships generating over 60% repeat business.

Client Communication Scheduling Payment Tracking Vendor coordination Documentation Follow up Relationship Management

Customer Support Representative

Horizon Contact Centre

Jan 2017 - May 2019 (2 years 4 months)

Managed 100+ customer interactions daily across phone, email, and chat, maintaining professional communication and service standards. Documented 10,000+ CRM cases and resolved billing inquiries and account issues.

Customer Service CRM Case Management Billing Phone Communication Problem Solving