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Virtual Assistant / Customer Relationship Associate
I streamline remote administrative operations, CRM records, client onboarding, and customer support for growing teams.
ZambiaVirtual Assistant / Customer Relationship Associate at MTN Zambia
Provided administrative and operational support managing email inboxes, calendars, and travel and meeting bookings for 15+ accounts, cutting scheduling conflicts by 40 percent with zero missed follow-ups. Maintained accurate Salesforce CRM records for 500+ client accounts and prepared weekly performance reports for senior stakeholders.
SalesforceGoogle WorkspaceMicrosoft OfficeNotionTrelloSlackCanvaZapierZoomHubSpotHubstaffCase Management SystemsSocial Media Scheduling ToolsEmail ManagementCalendar Management
Completed a Virtual Assistant program through ALX Africa.
Completed coursework in Social Media and Digital Marketing through HubSpot Academy and Google.
Earned a Pharmacy Assistant Certificate from Health Science Academy.
Provided full virtual assistant services including scheduling, candidate and client onboarding, data entry, digital filing, and query resolution. Managed emails, documents, and social media content scheduling, supporting business development and marketing tasks while maintaining brand voice.
Virtual AssistantSchedulingOnboardingData EntryDigital FilingQuery ResolutionEmail ManagementDocument ManagementSocial Media SchedulingBusiness DevelopmentMarketing SupportBrand VoiceGoogle WorkspaceMicrosoft OfficeNotionTrelloSlackCanvaZapier
Designed onboarding training for 1,000+ remote agents and authored SOPs, FAQs, and knowledge base materials, reducing average handling time by 25 percent. Managed 200+ daily queries for MTN Mobile Money digital onboarding campaigns, maintaining accurate records and exceeding all KPIs.
TrainingOnboardingSOP DevelopmentFAQ AuthoringKnowledge Base ManagementCustomer ServiceQuery ManagementMobile MoneyDigital OnboardingKPI AchievementRecord keepingGoogle WorkspaceMicrosoft OfficeTicketing Systems
Administered invoicing, data entry, medical aid documentation, and appointment scheduling with strict confidentiality. Coordinated rollout of a WhatsApp based ordering system, expanding service reach beyond the physical location.
InvoicingData EntryMedical DocumentationAppointment SchedulingConfidentialityWhatsAppOrdering SystemsCoordinationGoogle WorkspaceMicrosoft Office