Kondwani Masona

Detail oriented Virtual Assistant with 7+ years providing administrative and operational support to executives and businesses across telecoms, healthcare, and digital media. Skilled in managing emails, calendars, documents, and spreadsheets, conducting online research, and maintaining accurate records across CRM and case management systems. Experienced supporting client onboarding, lead tracking, and business development activities, with a strong record of following company procedures.

Comfortable working independently in a remote environment across Google Workspace, Microsoft Office, Notion, Trello, Slack, Canva, and Zapier. Strong written and verbal communicator with excellent organizational and time management skills.

Active

LinkedIn profile. Available immediately for remote engagement.

Virtual Assistant / Customer Relationship Associate at MTN Zambia (2023-01 – Present)

• Provide 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
• Maintain accurate Salesforce CRM records for 500+ client accounts and update company systems, preparing weekly performance reports for senior stakeholders
• Conduct online research and organize information to support cross functional project tasks, aiding on time delivery of client initiatives
• Communicate professionally with clients and internal team members, resolving 95 percent plus of queries within SLA across phone, email, and social media
• Manage spreadsheets and lead tracking to support business development activities, compiling 20+ monthly documentation packages

Remote Admin and Customer Support Agent at God Works Creative Media (2020-01 – 2022-01)

• 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
• Authored client correspondence and organized shared documentation and records for distributed team members, following established company procedures

Customer Service Agent and Trainer at MTN Eswatini (2019-01 – 2020-01)

• 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

Administrative Support Intern at Alpha Pharm / Rex Pharmacy (2014-01 – 2017-01)

• 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

Virtual Assistant Program – ALX Africa

Social Media and Digital Marketing – HubSpot Academy and Google

Pharmacy Assistant Certificate – Health Science Academy