Open to opportunities

Ms Wanjira

@mswanjira

Executive support and client operations specialist who optimizes workflows, budgets, and customer satisfaction remotely.

Kenya

Message

What I'm looking for

I’m looking to transfer my customer service, administration, and executive support strengths into a remote Executive Assistant or Project Coordination role to support business operations, improve client satisfaction, and ensure seamless execution.

I’m a detail-oriented Executive Support and client operations professional with 5+ years of experience optimizing workflows, managing financial transactions, and improving customer satisfaction across hybrid and remote environments. In my current Finance & Client Support role, I process and reconcile client account transactions monthly, coordinate KYC documentation, investigate 100+ trade discrepancies, and help clients access reporting tools with support time under 15 minutes.

Previously, I streamlined office administration and financial record-keeping using QuickBooks, improved inventory control, and maintained an accurate debtors register while resolving 50+ customer issues monthly. Earlier, I supported high-volume Zendesk inquiries with first-contact resolution on 40+ cases weekly, refined service workflows to reduce backlog, and embedded customer feedback through cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

Finance & Client Support Specialist

Current

Francis Drummond & Co.

Jan 2025 - Present (1 year 4 months)

Processed and reconciled monthly client transactions with regulatory compliance, ensuring accurate ledger updates. Resolved 100+ trade discrepancies and coordinated KYC/compliance processes, reducing virtual support time to under 15 minutes.

KYC Trade Discrepancy Investigation Virtual Customer Support

Customer Service & Admin Support

South Front Company

Jan 2024 - Dec 2024 (11 months)

Streamlined office receipts and transactions in QuickBooks, improving reconciliation time by two days. Managed inventory to keep stockouts under three occurrences per quarter and resolved 50+ customer issues monthly while supporting budgeting and enforcing procedures.

Quickbooks Inventory Control Budgeting Policy Compliance Process Improvement

Customer Support Specialist

Innua AI

Feb 2022 - May 2023 (1 year 3 months)

Resolved 40+ Zendesk inquiries weekly with first-contact resolution, improving customer retention and reducing escalations by 20%. Designed and managed the annual support budget, refined service workflows to reduce backlog, and converted leads in emerging territories to increase monthly revenue.

Zendesk First Contact Resolutions Customer Retention Escalation Management Budget Management Lead Generation Cross Functional Collaboration