Maureen Mercy Nabutsebi

Are you struggling with giving your customers exceptional service and meeting up with your daily business goals due to a heavy workload that leaves you overwhelmed?

Then welcome to meeting me 🤝.

I'm a detail-oriented Virtual Assistant and Customer Service professional with over 3 years of experience and a proven track record of exceptional support skills.

My experience in helping customers get a 5 Star service developed a knack for understanding customer needs and delivering solutions in a timely and efficient manner.

I understand the challenges that Business Owners, Entrepreneurs, and Solopreneurs face in trying to accomplish all the important tasks necessary for the growth of their businesses.

As a Virtual Assistant, I help businesses run smoothly while business owners focus on the bigger picture.

I offer assistance with various tools and platforms, like Google Workspace, Canva, Zoom, Slack, Trello, Asana, notion, Microsoft Suite, and more.

With expertise in administrative assistance, fast-paced typing, effective communication, calendar & email management, social media management, and presentation design, I provide the high-quality support your business needs to thrive.

I'm a good fit if you're interested in:

- Customer Service / Customer Support / Customer Satisfaction
- Administrative Assistance
- Travel Research & Booking
- Internet Research & Data Entry
- Personal Shopping
- Calendar Scheduling
- Email Management
- Project Management
- Social Media Management

I'm open to REMOTE, ONSITE, and HYBRID opportunities.

SUMMARY 

● Demonstrated capability to achieve goals and objectives, with 3 years of proficiency in customer assistance and support.

 ● Adept at delivering high-quality service, skilled in managing complex customer interactions with a success rate of 85% in resolving complaints.

 ● Focused on developing positive and lasting customer connections, promoting brand trust and customer retention, with an increase of 15% in repeat customers in the last year, dedicated to increasing customer involvement and engagement, by conducting surveys with customers. 

 WORK EXPERIENCE 

Customer Service Representative                                                              March 2022 - April 2023 

Soteria Logistics – Nairobi

 ● Coordinated shipping for clients, assisted them in product selection, and scheduled weekly and monthly orders.

 ● Verified and confirmed customer shipping addresses, with a 99% accuracy rate, and made outbound and inbound calls daily while keeping tabs with the warehouse team on the availability of products. 

● Maintained and organized client data and shipping records, with a system that reduced shipping errors by 10%, prepared and processed shipping invoices and documents, obtained feedback from clients, handled any complaints with an 85% successful resolution rate, and followed up on customer feedback. 

Customer Service Representative                                                      January 2021 - February 2022

 Boxleo courier and fulfillment services - Nairobi 

● Managed clients' accounts, dealing with high volumes of inbound and outbound calls of up to 150 calls daily, and made follow-ups to guarantee customer satisfaction while accurately processing, scheduled, and dispatching orders and pick-ups.

 ● Skillfully cooperated with my team to create a system that reduced the number of specific goods that were returned, which later increased monthly sales.

 ● Confirmed customer delivery addresses, provided customers with accurate information on products, services, and pricing, while building customer rapport, and wrote daily reports to merchants on deliveries made, canceled orders, pending orders, and stock inventory.

 ● Trained call center representatives trainees by showing them how to talk to clients, data entry, writing final reports, and the inventory process to keep the merchants up-to-date daily. 

Telesales Executive                                                                                 July 2019- December 2020 

Jiji Online Marketplace - Nairobi 

● Managed clients' accounts, engaged with customers to understand their needs and recommend suitable products while building customer rapport, and resolving customer complaints and technical issues promptly ensuring a positive customer experience. 

● Generated new business through lead generation and client referrals, exceeded individual and team targets for call quality, customer satisfaction, and sales conversion monthly. 

● Made daily calls with set targets of 90 outbound calls to prospective clients to pitch, remind them to renew their packages, and follow up on how our packages work for them.

 VOLUNTEER ACTIVITIES                                                                         

Country  Manager                                                                                                 May 2023 - Present 

Zero-Toxic Work Community - Nairobi 

● Organize and secure speaking engagements to raise awareness about the issue of Toxic Workplaces and various topics through seminars, conferences, and career symposiums and promote the mission of ZTWC to the public. 

● Formed a dedicated team to support the establishment and growth of ZTWC in Kenya, ensuring its success within the region and identifying business development opportunities aligned with the goals of ZTWC. 

● Cultivate strategic partnerships with local entities and critical organizations to facilitate the successful implementation of ZTWC projects in East Africa while collaborating with like-minded individuals and groups allowing for a broader exchange of ideas, access to diverse perspectives, and the potential to expand the reach and impact of the Zero Toxic Work community.

 ● Invite speakers to address the community on various topics such as toxic work environments, financial literacy, and career growth, and extend invitations for them to share their knowledge and insights. Coordinate logistics, schedule the sessions, and ensure a seamless experience for speakers and community members.

 Mathare North HealthCare Center - Nairobi                                                  April 2019 - June 2019 

Participated in administering over 100 polio vaccines to the community, maintained equipment cleanness, organized equipment for over 50 expectant mothers, and disturbed over 500 flyers in the neighborhood to spread awareness of health information. 

BA, International Business Administration (Management)

United States International University - Africa August 2016 - September 2020 

Certification in Virtual Assistant

African Leadership Accelerator September 2022 - December 2022