Customer Support Representative | Virtual Assistant | Customer Experience Specialist

I am a dedicated and results-driven Customer Support Representative with hands-on experience delivering exceptional customer experiences in high-performance, fast-paced environments. I have a record of consistently exceed key performance indicators, including Quality, Average Handle Time (AHT), Resolution per Hour (RPH), and Customer Effort Score (CES).

My experience includes handling high-volume customer inquiries across multiple support channels, resolving complex issues with professionalism, and maintaining a strong customer-first approach that drives satisfaction and retention. I am trusted for my clear communication, attention to detail, and ability to remain calm under pressure, ensuring every customer interaction reflects positively on the brand.

In addition to frontline customer support, I bring a strong foundation in project management and virtual assistance, supported by a BSc in Project Management and professional training from ALX Africa, Lead Foundation Africa, and Konexio Africa. This allows me to work independently, manage tasks efficiently, and support business operations with accuracy and accountability.

I have also demonstrated leadership potential, assisting with onboarding and shadowing new agents, sharing best practices, and contributing to workflow improvements that enhance overall team performance. My background in academic and research work has further strengthened my skills in data handling, reporting, documentation, and meeting strict deadlines.

🔹 What You Can Expect When You Hire Me

Consistent high-quality customer support

Strong KPI performance and results-driven execution

Excellent written and verbal communication

Professional handling of customer concerns and escalations

Reliable task management and follow-through

A customer-focused mindset aligned with your business goals

I am fluent in English (C1 proficiency) and Swahili, tech-savvy, and highly adaptable to new tools and systems. Whether you need a customer support representative, virtual assistant, or long-term customer experience partner, I am committed to delivering value and exceeding expectations.

Work Terms

I am available to work more than 40 hours per week and can commit to both short-term and long-term projects based on your needs. I am comfortable working with milestone-based payments and always ensure deliverables are completed accurately and on time. For communication, I prefer email and phone, as they allow for clear, timely, and professional coordination, ensuring smooth collaboration and quick resolution of any issues throughout the project.