BEATRICE MBOYA
CUSTOMER SUPPORT/VIRTUAL ASSISTANT/SOCIAL MEDIA OPERATIONS
Kuala Lumpur,10
Summary
A versatile and hands-on professional with a solid track record in social media management, customer service, and hospitality operations. I've helped grow small brands by creating relatable content and meaningful customer interactions, both online and in person. From managing busy hotel floors in the UAE to running digital campaigns that boosted engagement by over 300%, I bring creativity, organization, and a deep understanding of people to everything I do. I'm passionate about building brands that connect, solving problems before they grow, and constantly learning as I go.
Overview
6
6
years of professional experience
Work History
SOCIAL MEDIA MANAGER
NERAKI SHOP
01.2022 - Current
- Maintained high accuracy in reservation data, reducing booking errors and guest complaints
- Delivered clear, professional communication to international clients across different time zones
- Supported smooth guest arrivals by ensuring all reservations were correctly processed and confirmed
- Contributed to efficient daily operations in a high-volume luxury hospitality environment
- Built strong guest trust through calm problem-solving and attention to detail
RESERVATION AGENT
RIXOS PREMIUM SAADIYAT HOTEL
03.2021 - 06.2024
- Maintained high accuracy in reservation data, reducing booking errors and guest complaints
- Delivered clear, professional communication to international clients across different time zones
- Supported smooth guest arrivals by ensuring all reservations were correctly processed and confirmed
- Contributed to efficient daily operations in a high-volume luxury hospitality environment
- Built strong guest trust through calm problem-solving and attention to detail
RESERVATION AGENT
RIXOS PREMIUM SAADIYAT HOTEL
03.2021 - 06.2024
- Maintained high accuracy in reservation data, reducing booking errors and guest complaints
- Delivered clear, professional communication to international clients across different time zones
- Supported smooth guest arrivals by ensuring all reservations were correctly processed and confirmed
- Contributed to efficient daily operations in a high-volume luxury hospitality environment
- Built strong guest trust through calm problem-solving and attention to detail
ADMINISTRATIVE ASSISTANT
CEREBRAL PALSY SOCIETY OF KENYA
02.2020 - 12.2020
- Directed all administrative and project support efforts for the managing director of the organization. Conducted in depth business development research and compiled results for review by the proposal team.
- Executed the planning of the event on Cerebral Palsy Awareness Day that was celebrated throughout the country by over ten thousand attendees, I independently planned all budgets, overseed booking of venues, liaising with suppliers, managing logistics, contacting of potential sponsors for the event and presenting post event reports.
- Maintain regular communication with customers to track their goals and satisfaction with the product while proactively addressing customer inquiries, issues, or complaints to provide timely resolutions.
- Driving business growth by developing innovative ideas and campaigns Testing and optimizing marketing tactics that boost conversion rates and accelerate customer acquisition.
- Conducting market research and competitor analysis to provide insights that inform strategies and campaigns.
- Analyzing content traffic metrics and effectiveness of campaigns and messaging to explore ways of improving content marketing ROI.
Education
Diploma - Community Development, Social Work
Zetech University
07.2024
Certificate -
British Council IELTS
Certificate - Google Ads Display Certification
Google Skillshop
Diploma - undefined
Josag Business College
01.2026
Skills
Customer support management
Operational support management
Social media management
Effective problem-solving in high-pressure situations
E-commerce management
International communication proficiency
Accomplishments
- Designed and implemented full-funnel social media strategies across paid, owned, and influencer for Neraki video platforms (Instagram reels, Pinterest), bringing in new channels within my first 4 months leading to the expansion and increment of followers and engagement by +330%.
- Developed an always-on test and learn project across social platforms to consistently test and iterate on new strategies.
Timeline
SOCIAL MEDIA MANAGER
NERAKI SHOP
01.2022 - Current
RESERVATION AGENT
RIXOS PREMIUM SAADIYAT HOTEL
03.2021 - 06.2024
RESERVATION AGENT
RIXOS PREMIUM SAADIYAT HOTEL
03.2021 - 06.2024
ADMINISTRATIVE ASSISTANT
CEREBRAL PALSY SOCIETY OF KENYA
02.2020 - 12.2020
Certificate - Google Ads Display Certification
Google Skillshop
Diploma - undefined
Josag Business College
Diploma - Community Development, Social Work
Zetech University
Certificate -
British Council IELTS