Highly organized and detail-oriented Virtual Assistant with experience in customer service, administrative support, communication management, and digital operations. Skilled in handling emails, scheduling appointments, data entry, customer inquiries, document preparation, and social media support. Committed to helping businesses improve productivity through efficient administrative and customer support services.

PROFESSIONAL SUMMARY

Dedicated and customer-focused Virtual Assistant and Customer Service Professional with over 3 years of experience providing customer support, social media management, administrative assistance, data entry, and client relationship management. Skilled in handling customer inquiries across multiple channels, managing social media interactions, resolving complaints efficiently, and supporting business operations remotely. Certified in Virtual Assistance and Digital Customer Service with strong communication, organizational, and problem-solving abilities. Committed to delivering exceptional customer experiences and contributing to business growth.

PROFESSIONAL EXPERIENCE

Customer Service Agent

Darkaez AI & Consultancy Limited
07/2025 – 10/2025

• Assisted customers through chat support while maintaining high service standards.
• Responded promptly and professionally to customer inquiries.
• Resolved customer complaints efficiently, ensuring customer satisfaction.
• Followed up with clients to ensure successful issue resolution.
• Identified customer needs and recommended suitable solutions.
• Collaborated with team members to enhance customer experience.
• Maintained accurate records of customer interactions and transactions.

Customer Service Agent (Social Media)

Jumia Kenya
10/2023 – 06/2025

• Provided customer support through Facebook, Instagram, X (Twitter), and TikTok.
• Handled inbound and outbound customer communications.
• Managed customer inquiries via social media messages and live interactions.
• Processed, verified, and confirmed customer orders.
• Resolved customer complaints while maintaining service quality standards.
• Utilized business systems including Sprinklr, Okta, OMS, X-Cally, and Hub Management Systems.
• Maintained high levels of customer satisfaction through timely responses.

Freelance Virtual Assistant & Administrative Support Specialist

Fiverr
12/2021 – 07/2023

• Provided data entry and administrative support services to clients.
• Managed documentation and information organization tasks.
• Created Canva designs to promote gigs.
• Delivered projects within established deadlines.
• Maintained accuracy and confidentiality when handling client information.
• Assisted clients with research and content-related assignments.

Industrial Attachment

National Social Security Fund (NSSF)
Kerugoya
09/2021 – 12/2021

• Registered new NSSF members and processed documentation.
• Assisted clients with inquiries regarding benefits and contributions.
• Supported employer compliance processes and record management.
• Handled inbound and outbound communication.
• Facilitated document transfers and administrative processes.

Seasonal Worker

Kagwe Tea Factory
04/2019 – 08/2019

• Participated in quality assurance processes.
• Assisted in tea production and processing operations.
• Ensured products met required quality standards.
• Supported operational efficiency within production teams.

EDUCATION

Bachelor of Enterprise Management

Kirinyaga University
2017 – 2021

Kenya Certificate of Secondary Education (KCSE)

Gachoire Girls High School
2012 – 2016

PROFESSIONAL CERTIFICATIONS

• Virtual Assistant Certificate
  ALX Africa | Oct 2025 – Dec 2025
• Computer Packages Certificate
  Maks Computer Training | Feb 2017 – Sep 2017
• Digital Customer Service Certificate
  Generation Programme Kenya | Jul 2023 – Sep 2023

TECHNICAL SKILLS

Customer Service Platforms

• Sprinklr
• X-Cally
• OMS (Order Management System)
• Hub Management Systems
• Okta

Communication Tools

• Microsoft Teams
• Google Meet
• Live Chat Support
• Social Media Messaging
• Telephone Support
• Slack
• Zoom
• Trello

Productivity Tools

• Microsoft Word
• Microsoft Excel
• Microsoft PowerPoint
• Google Docs
• Google Sheets
• Google Drive
• Canva