+254719267353 imokeira4@gmail.com

Irene
Mokeira

As a seasoned professional in customer service, I bring a wealth of experience and expertise to the role of a Customer Experience Specialist. My track record speaks to my ability to effectively manage customer inquiries, whether quirky or complex, across various platforms.

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Virtual Assistant
Expert

With a solid background in administrative roles at reputable organizations like Safaricom PLC and a commitment to community service through organizations like IMANI HOME OF LOVE, I have honed my skills as an Administrative Support Expert.
My proficiency in providing vital support to project managers, meticulous record-keeping, and adept communication management make me a valuable asset to any administrative team.

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Services

Executive VIRTUAL ASSISTANT.

  • Customer Service - Answering customer questions, providing information, tracking customer experience, and brand health.
  • Time Management - Calendar & Meeting Scheduling
  • MS Office with great knowledge of Excel and PowerPoint
  • Google Suite Management.
  • Inbox Management - optimization & handling
  • Research, Data Collection, and Data Entry.
  • Taking notes and meeting minutes (via Zoom, MS Teams, or conference call)
  • Prepare communications; memos, emails, invoices, reports, and other correspondence
  • Travel & Accommodation research & booking.
  • Preparing documents and presentations for meetings and business trips
  • Report formatting and proofreading.
  • Finding ways to further improve administrative processes.

Travel Management for CEOs

As your Executive Virtual Assistant, I handle all aspects of travel to ensure seamless experiences:

Booking and Coordination:

Arrange flights, accommodations, and ground transportation according to preferences.
Coordinate meeting logistics and itinerary planning for efficient travel schedules.
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Documentation and Assistance:

Assist with visa applications and ensure all necessary travel documents are up-to-date.
Provide relevant travel advisories and assistance with any documentation needs.
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Expense Management:

Track travel expenses and prepare detailed reports for reimbursement.
Ensure adherence to budget guidelines and efficient use of resources.

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Emergency Support:

Provide 24/7 support for travel-related emergencies.
Arrange alternative travel plans if needed and handle any unexpected situations promptly.

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REAL ESTATE VIRTUAL ASSISTANT

My abilities as a Real estate virtual assistant.

REAL ESTATE VIRTUAL ASSISTANT

Web Development
Calendar Management
I will manage your calendar by scheduling and confirming appointments, meetings, and property viewings.
I'll ensure that your time is optimized and that there are no scheduling conflicts, allowing you to focus on high-priority tasks.
Web Development
Inbox Management
I will organize your inbox by filtering and categorizing emails, responding to routine inquiries, and flagging important messages that require your attention. This will help you stay on top of your correspondence without feeling overwhelmed.
Web Development
Expense Reporting
I will track and manage your business expenses by organizing receipts, inputting data into expense tracking software, and generating detailed expense reports. This will provide you with a clear understanding of your financial outflows.
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Event Planning
I will assist in planning and coordinating events such as open houses, client appreciation events, and networking functions. I'll handle all logistical details, including venue selection, invitations, RSVPs, and follow-up communications.
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Travel Booking
I will handle all aspects of your travel arrangements, including booking flights, hotels, car rentals, and creating detailed itineraries. This ensures your travel plans are seamless and hassle-free.
Web Development
Photo or Presentation Editing
I will edit photos and create compelling presentations for property listings, marketing materials, and client meetings. This will enhance your professional image and help you present properties in the best possible light.
Web Development
Light Bookkeeping
I will perform light bookkeeping tasks such as recording transactions, managing accounts payable and receivable, and reconciling bank statements. This will help you maintain accurate financial records and ensure smooth financial operations.

Property Management Software

I am proficient with various real estate property management software, which ensures efficient and effective management of your properties:

Buildium

Ideal for managing larger portfolios, providing comprehensive tools for property management.
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Guesty

Perfect for property managers and firms managing multiple vacation rentals.
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Landlord Studio

Tailored for managing residential rental properties efficiently.

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PayRent

Facilitates online rent collection, making the process seamless for both landlords and tenants.

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By leveraging these tools, I can help streamline your property management processes, ensuring smooth operations and enhanced productivity.

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Technology & Systems

  • Google Suite: Gmail, Google Doc’s, Sheets, Forms.
  • Microsoft: Excel, MS Office, Outlook, OneDrive, Powerpoint
  • Schedule Management: Calendly, Google Calendars.
  • Finance: Quickbooks, Xero, Freshbooks.
  • Task Management: Asana, Trello, Slack, ClickUp.
  • CRM Tools: Zendesk, Beehive, Gorgias.
  • Creative: Canva.

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PROFESSIONAL EXPERIENCE

Web Development
IMANI HOME OF LOVE, Narok Town, Kenya (2019 – present)
Care giver and Mentor
Caregiver and Mentor, providing guidance, motivation, emotional support, and role modeling to the young girls at the orphanage. organized educational workshops, recreational activities, and career guidance sessions to empower and uplift the girls, fostering a sense of community and personal growth.
Web Development
Teleperformance, Nairobi, Kenya (July 2021 – March 2024)
Customer Support and Data Extraction (Onsite and Remote Role)
Data Associate & Customer Support Representative
Maintained detailed records of customer interactions, transactions, and feedback.
Collaborated with colleagues for seamless support and issue resolution, contributing to effective team communication through drafting status reports.
Conducted efficient data collection through extraction and validation, along with database management and maintenance using Excel.
Managed a high volume of customer contacts, including emails, inbound and outbound calls, and tickets on Zendesk.
Enhanced FAQs and internal knowledge base by suggesting edits, additions, and updates based on insights from customer interactions.
Web Development
Safaricom PLC - Mmc Asafo, Nairobi, Kenya (June 2019 – February 2020)
Administrative Clerk
Provided crucial administrative support to project managers, contributing to the seamless execution of projects and enhancing overall efficiency.
Managed high call and email volumes, handling an average of 60 to 70 inquiries daily, recording accurate messages, and achieving a 95% follow-up rate within 24 hours.
Maintained meticulous manual and electronic filing and information systems, ensuring a readily accessible database that improved data retrieval time.
Web Development
Welkan 48 Travellers Sacco, Nairobi, Kenya (May 2016 – June 2019)
Accounts Clerk
Assisted in preparing transport-specific financial reports and allocating funds for emergencies.
Managed relationships with vendors for vehicle check-ups and maintenance, verified and processed invoices, ensuring proper authorization and accuracy.
Tracked member payments, addressing overdue payments, especially for vehicle loans and maintenance.

EDUCATION AND CERTIFICATION

The following is my education background.

EDUCATION BACKGROUND

Web Development
Kisii University, Kisii, Kenya (Sep2012 – Dec 2015)
Bachelor of Commerce, Specializing in Finance and Banking
Conducted financial analysis on local microfinance institutions, providing valuable insights forfuture investment decisions.
Implemented innovative study methods, leading group discussions, and organizing peer tutoring sessions, resulting in improved academic performance.
Leveraged advanced skills in Google Calendar to optimize scheduling efficiency, facilitating seamless coordination of meetings and events.
Web Development
Tala Girls High School, Nairobi, Kenya (2008 – 2011)
Kenya Certificate of Secondary Education
Led group discussions and organized peer tutoring sessions, resulting in improved academic performance for myself and my peers.
Maintained a positive and welcoming demeanor while greeting visitors and directing them to appropriate departments, creating a positive first impression for the company.
Expedited communication flow by promptly forwarding letters, packages, and incoming correspondence to staff and departments, ensuring efficient distribution without any delays.

Additional Education

The following are my professional Education

Data Analyst 101: Excel Formulas & Functions (March 2024) (Simplilearn)

Mastering advanced Excel functions for data analysis and manipulation.
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Gorgias (Big Commerce) Dec-2023

Gorgias Academy
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Gorgias (Shopify) Dec-2023

Gorgias Academy
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Google Calendar (November 2023) (Simplilearn)

Learning industry-aligned skills of Cloud Computing, including scheduling meetings, inviting guests, facilitating video conferences with Google Meet, and integrating Google Calendar with other Workspace applications.

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Competencies

The following are my Comptency Skills

Attention to Detail

Meticulous in every task, ensuring precision and accuracy in all endeavors.
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Work Well Under Pressure

Thrive in fast-paced environments, maintaining composure and productivity even in challenging situations.

Team collaboration

Meticulous approach to tasks, ensuring accuracy and precision & Strong team player, capable of working effectively with colleagues to achieve goals.
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Customer Service

Providing exceptional service ensures client satisfaction and loyalty, driving business growth.

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Career Interest

passion

In my free time, I enjoy exploring entrepreneurial ventures, leveraging my business acumen to pursue innovative opportunities. I am passionate about socializing and connecting with others, whether through community events or networking gatherings.

Additionally, I find solace in the pages of a good book, indulging my love for reading and expanding my knowledge. Work is not just a duty but a source of fulfillment, where I can apply my skills and expertise to make a meaningful contribution. And when words are not enough, I express myself through song, finding joy and expression in the beauty of music. When I'm not immersing myself in books, I unleash my creativity in the kitchen, experimenting with flavors and recipes to create culinary delights for loved ones.

Top Skills

These are My Top Skills

Mary

Attention to Detail

Tactical, Strategic, Visionary

97%

Meticulous in every task, ensuring precision and accuracy in all endeavors.

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Mary

Customer Service

Dedicated to providing exceptional service

95%

exceeding expectations

Accurately & Efficient

building lasting relationships

Cleanliness

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Mary

Communication

verbal and written

96%

Clear and effective communication skills

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