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Samuel Mwangi

Experienced Virtual Assistant | Customer Service Specialist | SEO Professional |

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Intro
Nairobi, Kenya
Consumer Services
linkedin.com/in/samuel-mwangi-266195254
Joined March 8, 2025

Skills

Languages

English
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Fluent
Swahili
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Fluent
About
Dedicated and results-driven virtual assistant and customer service specialist with over 4 years of experience in administrative support, customer relations, and SEO. Skilled at optimizing workflows, managing communication, and enhancing brand visibility through strategic content creation and search engine optimization. Adept at handling diverse tasks efficiently while ensuring high-quality service and customer satisfaction. Expertise Virtual Assistance: Skilled in calendar management, travel planning, data entry, and social media scheduling across Facebook, Instagram, Twitter, LinkedIn, and TikTok. Proficient in Canva and Asana for creative and project management tasks. Customer Service: Strong ability to build client relationships, resolve inquiries, and improve customer retention through effective communication and problem-solving. SEO & Copywriting: Experienced in keyword research, on-page/off-page optimization, and content strategy to drive organic traffic and improve rankings. Skilled in using Google Analytics and SEO tools to track performance and enhance visibility. Passionate about helping businesses grow by providing efficient virtual support, boosting online presence, and delivering data-driven results. Let's collaborate to take your business to the next level!
Experience
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Mzalendo Afrinet
Jan 2022 – Dec 2024
Kenya
Customer Support Specialist
At Mzalendo Afrinet, I worked as a Customer Support & Success Specialist, where I managed the entire customer lifecycle, from onboarding and training to ongoing support and account management. I guided new customers through platform setup, provided technical and content-based support via live chat, email, and phone, and ensured they fully understood and utilized the product. I built strong relationships with clients by proactively engaging with them, identifying their needs, and offering tailored solutions to enhance their experience. I also conducted Quarterly Business Reviews (QBRs), analyzed customer usage data to identify risks, and implemented retention strategies to reduce churn. Additionally, I collaborated with the sales team to identify expansion opportunities, leading to a 20% increase in contract renewals and upsells. Through my efforts, I helped maintain a 95%+ customer satisfaction rate, improved customer retention, and contributed to overall business growth.