Caroline Wainaina, Executive Virtual Assistant

About

I am a highly skilled and detail-oriented Virtual Assistant with over four years of experience in administrative support, executive assistance, and 7 years of experience in customer success. My expertise lies in heavy calendar management, coordinating travel arrangements, organizing and preparing meeting materials, and taking minutes and action items. I thrive in fast-paced environments, acting as a strategic partner to executives and teams to enhance productivity and efficiency. With a strong background in remote work, I have successfully managed multiple clients, ensuring smooth operations and effective communication. I am passionate about organization, problem-solving, and delivering top-notch support to help businesses run seamlessly. Currently, I am looking to advance my skills in administration further, explore new opportunities, and increase my income by pursuing a Business Administration degree through an online program. I am intentional about personal growth and meaningful connections, prioritizing self-care and nurturing my friendships. Adaptable, proactive, and dedicated, I am eager to contribute my skills and experience to a dynamic team.

Experience

The Rebel Geek

Apr 2020 – Present

Remote

Executive Virtual Assistant

A highly organized and dependable Virtual Assistant with proven experience in delivering top-tier administrative and customer support in fast-paced, remote environments. Adept at managing back-office operations, streamlining communication, and ensuring seamless day-to-day functioning for executives and teams. Skilled in juggling multiple priorities with a calm, solutions-oriented mindset, while maintaining a strong focus on customer experience and satisfaction. Key Responsibilities: - Provided comprehensive executive administrative support, including heavy calendaring, meeting coordination, and email management. - Handled back-office operations such as document preparation, data entry, and spreadsheet management to support internal workflow efficiency. - Delivered prompt and empathetic customer support via email and chat, improving customer satisfaction and engagement. - Managed CRM systems to track customer interactions and ensure personalized follow-ups and sustained relationships. - Created and maintained Google Forms and surveys to gather feedback, streamline processes, and enhance team collaboration. - Coordinated travel arrangements, itineraries, and logistics for executives and teams. - Provided technical support and resolved basic client issues, ensuring a seamless user experience. - Collaborated with teams across departments to enhance customer engagement strategies and deliver a consistent brand experience. - Utilized tools like Microsoft Office, Google Workspace, and CRM platforms to maintain organized records and support operational excellence.

Tucasa Hosting

Apr 2023 – Jan 2025

Remote

Airbnb/Hospitable Virtual Assistant

Dedicated and detail-oriented Virtual Assistant with hands-on experience supporting Airbnb and short-term rental operations. Skilled in delivering exceptional guest experiences, managing bookings, and handling day-to-day communications with professionalism and warmth. Adept at multitasking in high-volume environments while maintaining accuracy and a calm, guest-first approach. Key Responsibilities: - Provided timely and thoughtful responses to guest inquiries via email, phone, and chat, ensuring a high standard of customer support and satisfaction. - Managed and confirmed booking requests using platforms like Airbnb and Hospitable, minimizing errors and fostering guest confidence. - Monitored calendars and coordinated with housekeeping teams to ensure smooth turnover schedules and availability updates. - Conducted thorough research on local attractions, amenities, and guest preferences to enhance communication and guest experience. - Created and updated records using spreadsheets and Google Forms, maintaining organized guest data and internal reports. - Assisted in task management and day-to-day operations to support host teams and ensure efficient workflows. - Proactively resolved issues and concerns to ensure seamless stays and positive guest reviews. - Supported administrative functions including calendar planning, team coordination, and general virtual assistance tasks to free up time for hosts and enhance operational efficiency. Skills: Customer Support · Guest Service Management · Airbnb & Hospitable Platforms · Email & Chat Communication · Calendar Planning · Team Coordination · Task Management · Google Forms · Spreadsheets · Customer Experience · Virtual Assistance · Administration

Home Beauty Products LLC

Jul 2020 – Oct 2021

Remote

Remote Live Chat Agent & Administrative Assistant

Versatile and highly responsive Remote Live Chat Agent and Administrative Assistant with a strong background in delivering real-time customer support while managing a wide range of back-office and executive administrative tasks. Adept at maintaining a calm, professional tone under pressure and ensuring seamless day-to-day operations behind the scenes. Passionate about providing a high-quality experience that builds trust, encourages customer retention, and drives satisfaction. Key Responsibilities: - Delivered fast, friendly, and solutions-oriented live chat support, resolving customer inquiries and technical issues efficiently to maintain high customer satisfaction. - Provided administrative support to executives, including calendar management, document preparation, and internal coordination. - Maintained and updated CRM systems, tracking customer interactions and ensuring personalized communication and customer engagement. - Supported sales operations by responding to product questions, directing inquiries, and ensuring leads were properly documented and followed up. - Assisted in back-office operations, including data entry, report creation, and handling spreadsheets to support internal teams. - Created and managed Google Forms for internal workflows and customer feedback collection, streamlining data gathering. - Delivered consistent technical support, helping customers navigate systems and troubleshooting issues across platforms. - Ensured a high level of customer retention through professional, empathetic communication and proactive service recovery. - Collaborated across departments to improve processes and ensure an exceptional end-to-end customer experience. Skills: Live Chat Support · Customer Experience · Back Office Operations · CRM Management · Executive Administrative Assistance · Google Forms · Spreadsheets · Customer Retention · Microsoft Office · Sales Operations · Technical Support · Administration · Calendar Management

BOONWEI ENTERPRISES

Aug 2020 – Sep 2021

Remote

Sales and Service Associate

As a Sales and Service Associate at Boonwei Enterprises, I supported both front-line customer interactions and internal sales operations, playing a pivotal role in enhancing customer satisfaction and driving business growth. My ability to communicate clearly, resolve issues promptly, and stay organized contributed to smoother operations and increased customer retention. Key Responsibilities & Achievements: - Provided personalized support to over 50+ customers weekly, resulting in a 25% increase in repeat business through exceptional service and tailored recommendations. - Contributed to a 15% increase in monthly sales by effectively upselling and cross-selling products based on customer needs. - Resolved customer issues with a 98% satisfaction rate, maintaining a strong brand reputation and high client loyalty. - Managed and updated sales records and order logs with 100% accuracy, supporting inventory tracking and timely delivery fulfillment. - Streamlined customer follow-up processes, reducing response time by 30%, and improving overall client experience. - Assisted in the coordination of promotional campaigns, leading to a 20% boost in foot traffic and inquiries during key sales periods. - Collaborated with the service team to ensure consistent communication and prompt handling of service requests, increasing internal workflow efficiency.

ECOM Services

Apr 2016 – Jan 2020

Nairobi

Customer Service Associate

Experienced in delivering a wide range of customer support and back-office solutions tailored to enhance client satisfaction, operational efficiency, and brand integrity. Skilled in providing timely assistance, conducting research, managing content, and supporting fraud prevention efforts with a strong commitment to quality and responsiveness. Key Services Provided: - 24/7 Customer Support Services: Delivered round-the-clock customer service across online platforms and phone communications, ensuring consistent and reliable support for businesses and their clients. - Web & Market Research: Conducted in-depth market, product, customer, and competitor research to generate actionable insights that support strategic business decisions and improve service delivery. - Social Media Management: Managed client social media presence across platforms such as Facebook, LinkedIn, Twitter, and blogs. Focused on audience engagement, content creation, and brand reputation management. - Online Content Writing: Researched and developed unique, audience-specific web content tailored to various industries and platforms, enhancing site visibility and user engagement. - Fraud Prevention Support: Collaborated with internal and third-party tools to detect, report, and prevent fraudulent activity, maintaining platform integrity and customer trust. - Verification Services: Delivered identity verification services to safeguard clients and customers against online fraud, contributing to secure, trustworthy digital environments. - Data Entry Services: Provided fast and accurate online/offline data entry services, supporting efficient recordkeeping and information management. - Back Office Support: Delivered high-quality back-office administrative support to help businesses streamline processes, improve efficiency, and reduce operational costs.

Education

Jomo Kenyatta University of Agriculture and Technology

Jan 2011 – Nov 2013

Diploma, Business Administration

Caroline Wainaina

Executive Virtual Assistant

Skills

Languages