Joyce Waceke

Managed onboarding and ongoing success for 50+ client accounts across SaaS and e-commerce platforms. Designed and delivered structured onboarding programmes for new team members and clients. Implemented Salesforce CRM workflows that reduced average response time by 35%. Conducted in-depth research to support executive decision-making and strategic planning. Coordinated cross-departmental projects involving product, engineering, operations and finance teams. Assisted with website updates using WordPress and managed e-commerce operational tasks on Shopify. Maintained comprehensive documentation including SOPs, onboarding guides and process improvement reports. Managed data entry, records and documentation with high accuracy. Provided scheduling, research and coordination support to internal teams. Relayed structured feedback to product and technical teams influencing roadmap decisions.

Managed complex executive calendars and coordinated appointments across multiple time zones ensuring zero scheduling conflicts. Arranged travel logistics including flights, accommodation and detailed itineraries for executive site visits, often on short notice. Prepared and distributed meeting agendas, took structured meeting minutes, and tracked all action items to completion. Drafted, reviewed and edited executive correspondence, reports and internal communications on behalf of senior leadership. Maintained a systematic digital filing and document management system in Google Drive and Google Workspace. Coordinated contractor and vendor communications, tracking deliverables and deadlines across multiple active projects. Prepared weekly project status updates and progress reports for executive review. Streamlined recurring administrative processes identifying inefficiencies and implementing improvements. Handled all sensitive executive communications and confidential client data with full discretion. Acted as primary liaison between the executive and external stakeholders, screening inbound correspondence.