Nicettah Kabura, Virtual Assistant

About

Highly skilled and adaptable professional with over 5 years of experience in customer service, administration, virtual assistance, and operations management. Proven track record in building and maintaining positive client relationships, executing client account servicing activities, and ensuring compliance with regulatory requirements. Adept at leading teams, implementing effective customer service procedures, and optimizing processes for efficiency. Excels in remote work settings, demonstrating strong organizational, communication, and problem-solving skills. Committed to delivering exceptional administrative support and customer care while contributing to the success of remote teams.

Experience

MAYFAIR ASSET MANAGERS LTD

May 2023 – Jan 2025

Nairobi, KEN

CLIENT SERVICE OFFICER/ EXECUTIVE ASSISTANT

• Organizing and facilitating executive meetings, including drafting agendas, collating and analyzing reports, managing venue logistics, taking minutes, and ensuring timely follow-ups on action items. • In consultation with the MD and CEO, preparing all necessary communication to staff and clients/business partners, and releasing such communication appropriately. • Managing confidential correspondence and communications on behalf of senior executives, ensuring discretion and professionalism. • Managing executive-level projects, setting priorities, tracking progress, and ensuring all deadlines are met efficiently in the fast-paced investment environment. • Liaising with senior executives in business development and marketing in strategic planning and execution of marketing events. • Drafting and reviewing reports, proposals, and internal communications to ensure consistency, clarity, and alignment with company goals. • Handling procurement and office management responsibilities, ensuring necessary resources are available to support executive functions. • Utilizing various digital tools, including MS Office 365, Slack, Zoom, teams, and project management platforms, to enhance operational efficiency and team collaboration. • Ensuring compliance with corporate policies, industry regulations, and KYC requirements by overseeing client onboarding and documentation, maintaining accuracy and completeness. • Built and maintained positive client relationships with a 95% satisfaction rate. • Executing client account servicing activities with 100% accuracy within appropriate time frames. • Proactively identifying and implementing process improvements to optimize workflow, reduce inefficiencies, and enhance productivity. • Daily review of inflow bank statements and matching deposited funds against received application forms/top-up forms and communicating to operations appointed staff of new and topping-up clients. • Generating and sending out receipts and statements to clients.

CEDAR BUILDING SERVICES

Apr 2023 – Jan 2025

Washington DC, USA

ADMINISTRATIVE ASSISTANT

• Responded to customer inquiries promptly, maintaining a 98% customer satisfaction rate. • Maintained a high degree of organization in managing emails, files, and confidential documents. • Coordinated with team members and clients to ensure smooth project workflows, increasing project efficiency. • Handled delicate situations, such as customer requests and complaints, with professionalism. • Assisted in tracking and updating project statuses, ensuring deadlines were met efficiently. • Performed data entry and filing tasks. • Managed the office calendar and maintained inventory of office supplies and facilities supplies. • Performed other administrative tasks as needed.

SHUTTERFLY INC & INSTACART at - CCI KENYA

Aug 2021 – Apr 2023

HYBRID ROLE - Nairobi, KE

CUSTOMER SERVICE TEAM MANAGER

• Achieved 98% Customer Satisfaction Goals: Supervised day-to-day operations, ensuring the team consistently achieved high customer satisfaction rates. • Developed and Implemented Effective Policies: Created and implemented customer service policies and standards, resulting in improved team performance, and streamlined processes. • Strategic Analysis and Reporting: Analyzed call center data, preparing detailed reports leading to process improvements, resource optimization, and enhanced customer satisfaction. • Resolution of Escalated Issues: Managed and resolved escalated customer issues promptly, ensuring consistent quality in service delivery and maintaining a 95% resolution rate. • Team Leadership and Development: Led a team, providing guidance and support, resulting in a 20% increase in team efficiency and adherence to service levels. • Continuous Improvement Initiatives: Initiated and led continuous improvement initiatives, resulting in a 15% increase in overall team productivity and effectiveness.

TEMBEQA LTD

Sep 2022 – Mar 2023

COMPANY BASED IN KENYA AND TANZANIA

CUSTOMER SERVICE CONSULTANT/ TRAINER

• Conducted comprehensive training for CSR on customer service practices, resulting in a remarkable improvement in customer satisfaction. • Supported the startup of a customer service department, contributing to a 20% increase in overall efficiency. • Developed and maintained training materials and programs. • Provided quality assurance on services provided by the customer service representatives. • Identified individual and team skills gaps, providing coaching/guidance on the gaps, and helping the team set attainable goals. • Worked with the sales team to develop effective sales strategies.

SAKS OFF 5TH AVENUE at - CCI KENYA

Jun 2020 – Jul 2021

HYBRID ROLE - Nairobi, KE

CONTACT CENTER AGENT

• Resolved customer issues through inbound and outbound channels, showcasing a remarkable 95% resolution rate. • Maintained strict adherence to standard operating procedures, ensuring a consistently high level of service quality. • Provided effective marketing and upselling services to customers, contributing to a significant increase in revenue. • Handled customer issues/inquiries through multiple channels such as calls, emails, SMS, chats, and social media. • Chatting with customers who have reached out via social media to get their issues resolved/provide more information on any inquiries made. • Ensuring customer details are well captured in the system/documentation. • Assisted in the preparation of accurate Daily, Weekly, and Monthly reports. • Maintained the required scores in all my KPIs.

Education

UNIVERSITY OF THE PEOPLE

May 2023 – Apr 2025

Bachelor’s degree in business administration, Business Administration and Management

COOPERATIVE UNIVERSITY OF KENYA

Mar 2018 – Dec 2020

Tourism Management, Tourism and Air travel Management

Nicettah Kabura

Virtual Assistant

Skills

Languages