409, Ruiru
Nickson Mwaniki-
-
https://www.linkedin.com/in/nickson-mwaniki/
Profile
Entry level Virtual Assistant with more than 4 years of experience in handling administrative tasks like
organizing appointments, making phone calls, arranging trips and maintaining email accounts.
Adept at managing and understanding client requirements while handling confidential data and providing
accurate solutions.
Proficient with online CRM platforms, Google Suite and Social media management.
Skills
Industry Knowledge
Administrative Assistance, Social
Networking, Online Research,
Database Management, Calendar
management, Call Centre, Task
Management, Business
Development
Technical Skills
Microsoft Office, Google Suite,Data
Visualization, Zendesk, Slack,
Discord, HubSpot, Canva
Soft skills
Time management, Customer
Service, Teamwork, Project
management, Multi-tasking,
Problem Solving, Organization,
Communication skills, Relationship
building
Professional Experience
Jan 2017 – present
Ruiru
Director of Media, Hearts of Ruiru Sports Centre
Conceptualized platform-specific content, increasing engagements and
partnerships with soccer enthusiasts and sponsors by 65%.
Completed competitive research and benchmarking to further understand
the target audience and goals, helping drive total site traffic up by 59%.
Developed automated reporting in Google Sheets on social media KPIs,
saving approximately 20 hours monthly.
Moderated user content to ensure all engagement with the brand was
appropriate and amplified the Centre's mission and message.
Leveraged data to understand what worked on each social media platform to
improve engagement rate by 32% year-over-year.
Nov 2019 – Nov 2020
Garden City, Nairobi
Customer Service Representative, CCI Kenya
Handle 300+ inbound calls per week answering customer inquiries,
exceeding target call rates by 20%
By adapting communication style to each customer, improved average talk
time by 10%, receiving 100+ positive customer reviews.
Executed customer questions, resolving issues and reducing the need for
supervisor assistance by 24%.
Collaborated with 10 representatives to answer customer questions within 3
minutes or less.
Maintained a monthly customer satisfaction rating of 95% or higher.
Education
2022
BSc. Civil Engineering, University of Nairobi
2013
Kenya Certificate of Secondary Education, Lenana School
Certificates
Virtual Assistant
Certificate
ALX VA Program
Zaka
AI Ready program in
partnership with
Microsoft
Volunteer Certificate
In Mentoring youth at
Prisons Staff Training
College
Emobilis Certification
In Mobile Software
Development and
Entrepreneurship
Program
Volunteering
Jan 2017 – present
Mentor, Waline CBO
Waline CBO is involved in volunteering, mentoring and empowering youth
within Prisons Staff Training College, other correctional facilities and the
neighboring community.
Encompassed 300+ youth from Kiambu, Kamiti, Industrial Area, Thika and
Kiambu correctional facilities over a period of 2 years.
Organized an annual forum to advocate for social and self awareness
resulting in a 350% increase in attendance.
Planned yearly budgets and ensured all events were 100% compliant with
the schedule.
Identified 6 youth leaders and empowered them to further the vision of
Waline CBO.
Mar 2017 – present
Ruiru
Co-founder, Fun-eD
Fun-eD was necessitated by the increasing issues arising out of school that
hampered effective learning. We use sports as a platform to improve the
quality of education through talking and understanding students' lives through
a holistic approach.
Collaborated with a senior officer at Ruiru Prisons and an NGO to educate
young girls at Mukuyu primary school on menstrual health and avail reusable
sanitary towels.
Focus-driven approach whereby each facilitator is responsible for the
welfare of 10+ students.
Integrated a weekly session for students to communicate their challenges,
causing an 85% reduction in truancy and juvenile delinquency.
Achievements
Mental Health Hero
Through a group called Unmasked, we create
awareness on mental health in the community.
Lenana School Principal's Award
Award for exemplary performance in the 2013 KCSE
Examinations.
Interests
Community Volunteer | Gender-based violence activist | Capacity building | Mental health advocate
