Virtual Assistant | Customer Service Expert | Project & Task Management
Hire MeDownload CVHello! I am MUTHONI RUNJI. I am an experienced Virtual Assistant with a strong background in customer service, project management, and administrative support. With over five years of experience working in diverse industries, I have honed my skills in handling client inquiries, resolving issues, and ensuring efficient service delivery. My expertise includes telephone handling, project enrollment, and conflict resolution, allowing me to manage tasks seamlessly and exceed client expectations.
I am passionate about delivering high-quality service and take pride in my ability to adapt quickly to new challenges. My commitment to professionalism and attention to detail makes me a reliable and efficient virtual assistant, always focused on helping businesses run smoothly while providing personalized support to meet their goals.
10/2020 – 06/2022
I achieved and exceeded performance targets by consistently maintaining high call quality and customer satisfaction scores. My proactive approach to conducting telephone surveys gathered crucial feedback, enabling the organization to enhance its services. I also played a key role in enrolling individuals in COVID-19 assistance programs, ensuring timely support for thousands of recipients.
02/2020 – 07/2020
I contributed to a notable increase in customer retention by effectively handling client inquiries and resolving issues promptly. My ability to provide accurate information about promotions and new offers boosted customer engagement and overall satisfaction. I also streamlined processes for managing customer feedback, allowing the team to respond more effectively to client needs.
11/2017 – 11/2018
I enhanced customer experience by maintaining a professional demeanor and delivering timely responses to inquiries. My meticulous approach to documenting customer interactions ensured accurate records, which facilitated smoother operations and improved service delivery. Additionally, I implemented feedback mechanisms that enabled the team to identify trends and make necessary adjustments to improve client satisfaction.
07/2015 – 08/2016
I streamlined the order-taking process by communicating effectively with kitchen staff, which reduced wait times and enhanced overall service efficiency. My commitment to providing a welcoming atmosphere led to positive reviews and repeat customers.
06/2013 – 10/2014
I enhanced customer experiences by actively listening to their needs and offering effective solutions. My ability to manage difficult situations and maintain a positive attitude resulted in high customer retention rates and positive feedback from clients.
July 2024 – August 2024
ALX Africa
Throughout the program, I applied best practices in virtual assistance, enhancing my ability to manage multiple tasks efficiently while maintaining high standards of service. My participation in practical projects demonstrated my capability to streamline workflows and improve client interactions, preparing me for success in a virtual environment.
2014
Skylink Flight Services
During my studies, I engaged in simulated flight scenarios that honed my skills in customer care and emergency response. My ability to maintain a calm and professional demeanor under pressure contributed to my effectiveness in delivering exceptional service in dynamic environments.
2012
University of Nairobi
My coursework and projects enhanced my understanding of effective communication techniques and stakeholder engagement. I contributed to team projects that developed successful public relations campaigns, showcasing my ability to connect with diverse audiences and enhance brand visibility.
Trello
I use Trello as my project management tool to organize tasks and projects visually. With boards, lists, and cards, I can create dedicated boards for different clients, assign deadlines, and track progress, ensuring timely completion of all tasks.
Slack
I use Slack for effective communication with clients and team members. This platform allows me to facilitate real-time messaging, file sharing, and collaboration, making it easy to provide quick updates and discuss important project details.
Google Workspace
I use Google Workspace for cloud-based document creation and storage. With tools like Google Docs and Sheets, I can collaborate seamlessly with clients, maintain organized documentation, and ensure that all files are easily accessible.
Zoom
I use Zoom for virtual meetings and webinars. This tool enables me to schedule and conduct meetings with clients, ensuring effective communication and collaboration for project updates and consultations.
Asana
I use Asana to organize my projects and track tasks effectively. This tool allows me to set priorities, assign tasks, and monitor deadlines, which enhances my performance management skills and keeps projects on track.
Calendly
I use Calendly to streamline scheduling meetings with clients. This tool allows clients to view my availability and book appointments without the back-and-forth of emails, making scheduling efficient and hassle-free.
Address
33 - 00100, Nairobi, Kenya
Phone
+254707643248
muthonirunji2@gmail.com