Joan Wachera

Highly organized and detail-oriented professional with over 5 years of experience supporting executives and teams in administrative, customer service, and virtual roles. Proven ability to manage multiple tasks efficiently, provide exceptional customer support, and streamline operations in both in-office and remote environments.

VIRTUAL ASSISTANT Jacca Consulting – Remote Jan 2025 – Present 

•  Provided administrative support to a team of 3 executives including email filtering, appointment setting, and travel arrangements 
•  Managed social media content schedules and client communication 
•  Conducted internet research and prepared summarized reports for decision-makers 
•  Maintained organized digital filing system using Google Drive 

•  Supported the implementation and maintenance of the Quality Management System (QMS) in line with ISO 9001 standards.
• Assisted in preparing, updating, and controlling QMS documentation to ensure compliance.
• Coordinated internal audits, tracked corrective actions, and maintained accurate records.
•  Provided administrative support to management in monitoring processes and reporting on quality performance
• Answer phones and take messages.
• Respond to emails. 
•  Manage mail correspondence. 
• Greet clients and visitors. 
• Help maintain office calendar. 
• Assist with invoicing. 
• Perform data entry and filing tasks. 
• Manage inventory of office supplies. 

•  Responded to customer inquiries via phone, email, and chat, resolving issues with 95% satisfaction rating  Trained new hires on customer service procedures and tools 
• Processed product returns, exchanges, and tracked delivery queries

•  Managed front desk duties: greeting visitors, phone call handling, and courier coordination..
• Supported HR in onboarding and documentation of new employees 
•  Handled scheduling for executives and organized internal meetings and reports 
•  Maintained office supply inventory and liaised with vendors 

•  Book in, amend and cancel patient appointment in line with practice appointments procedures ensuing optimum efficiency of the appointment system. 
•  Respond and/or redirect all patient and visitor requests accordingly
• Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed 
•  Answering incoming telephone calls, ensuring calls are documented and redirected accordingly

Certified Community Manager (CCM) 07/24 to present Community Roundtable Social Media Strategist (SMS) 02/23 National Institute for Social Media Diploma in Business Administration Kenya Institute of Management | Nairobi, Kenya | 2020