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@monicahwachira
Detail-oriented administrative professional and data analyst skilled in executive support and Power BI.
KenyaI am a highly organized administrative professional with 5+ years of experience supporting senior leadership, managing complex schedules, and delivering operational support across cross-functional teams. I bring proven strengths in stakeholder communication, confidentiality, and process improvement.
As a data-focused practitioner, I have experience in data collection, visualization, Power BI report creation, and generating actionable insights to support decision-making. In client-facing roles I handled high-volume customer interactions, billing support, and CRM systems such as Salesforce and Intercom.
I have progressed into supervisory and client-success responsibilities, including QA oversight, training, mentorship, and client onboarding. I am passionate about contributing to mission-driven organizations and working with international teams across time zones.
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Work history, roles, and key accomplishments
THE Jitu
Feb 2025 - Present (9 months)
Collects, analyzes, and visualizes data to generate actionable insights and recommendations, ensuring data quality and supporting data-driven decision making for stakeholders.
OnQ Global
Apr 2023 - Feb 2025 (1 year 10 months)
Led client onboarding, ran calibration meetings, developed QA training and certifications, created reports and analyses, and mentored staff to improve performance and client outcomes.
OnQ Global
Dec 2022 - Mar 2023 (3 months)
Evaluated agent performance, provided feedback and coaching, and produced QA reports and Power BI analyses to improve service quality and client satisfaction.
OnQ Global
Jan 2022 - Dec 2022 (11 months)
Handled at least 70 daily customer billing and support cases via live chat and calls, processed payments, updated insurance and scheduling, and used CRM and billing systems to resolve inquiries.
Postal Co-operation of Kenya
Aug 2021 - Dec 2021 (4 months)
Performed apprenticeship duties including balancing financial statements, generating invoices, and pre-approving salary and expenditure invoices to support finance operations.
Degrees, certifications, and relevant coursework
DTBachelor's Degree, Commerce
2019 - 2022
Completed a Bachelor's degree in Commerce at Dedan Kimathi University of Technology, focusing on business and technology-related commerce studies.
Diploma, Computer Studies
2018 - 2018
Grade: Distinction
Completed a distinction-level program in Computer Studies at Kenya School of Computer Studies.
Software and tools used professionally
KenyaYou can contact MONICAH and 90k+ other talented remote workers on Himalayas.
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