Pauline Ochere

Tech-savvy Customer Support Specialist and Virtual Assistant with 7+ years of experience blending financial services expertise with remote operational support. Managed high-volume inboxes exceeding 4,000 emails, resolved 95% of banking inquiries within Service Level Agreements, and supported distributed teams across multiple time zones. Adept at utilizing asynchronous communication and cloud-based collaboration tools to streamline workflows for startups and digital enterprises.

Looking to transfer these robust administrative, technical, and remote productivity skill sets into a challenging Customer Support or Technical Virtual Assistant role.

Virtual Assistant at Freelance (2021-07 – Present)

• Orchestrated daily operations for remote startups using asynchronous communication tools like Slack and Asana to ensure seamless project continuity across different time zones.
• Restructured disorganized email systems by categorizing and clearing over 4,000 unread messages to establish a zero-inbox protocol.
• Revitalized social media presence by designing and scheduling 20 posts per month via Buffer, resulting in a 28% increase in organic engagement.
• Spearheaded a client re-engagement campaign that successfully recovered 3 major accounts through targeted follow-up systems.
• Optimized calendar management and meeting logistics using Calendly automation, which improved team scheduling efficiency by 90%.
• Configured automation rules within Gmail and project management boards to reduce manual administrative input and prevent data entry errors.
• Facilitated communication between non-technical stakeholders and engineering teams by translating complex technical requirements into actionable administrative tasks.

Sales & Service Advisor at Co-operative Bank of Kenya (2015-08 – 2017-08)

• Guided customers through the migration to digital banking platforms by providing virtual troubleshooting for mobile app registration and usage.
• Reconciled complex financial data and daily transactions involving over 500 customer accounts to ensure strict compliance with banking regulations.
• Maintained CRM database integrity by verifying customer details during intake, achieving a 100% data accuracy rate for compliance audits.
• Revitalized revenue streams by identifying and contacting holders of dormant accounts to promote suitable financial products.
• Directed the end-to-end customer onboarding process to ensure seamless account activation and immediate access to banking services.

Customer Service Representative at Co-operative Bank of Kenya (2012-04 – 2015-08)

• Resolved high-volume customer inquiries and technical banking complaints while consistently meeting a 95% Service Level Agreement target.
• Operated complex internal banking software to track transaction histories and generate instant reports for client dispute resolution remotely and on-site.
• Engineered process improvements for ATM card issuance that reduced customer waiting periods by 30% and alleviated lobby congestion.
• Managed a daily queue of 100+ clients while prioritizing urgent financial discrepancies to maintain operational flow.
• Strengthened client relationships through proactive issue resolution strategies that boosted customer retention rates by 25%.

Master of Business Administration in Strategic Management – Jomo Kenyatta University of Agriculture and Technology (2021)

Bachelor of Arts in Economics and Sociology – Egerton University