Open to opportunities

Barbara Bosibori

@barbarabosibori

Message

Customer Support Specialist with 3+ years in remote retention and consultative upselling.

Kenya

Message

What I'm looking for

I’m looking for a remote, metrics-driven team where I can deliver empathetic multichannel support, reduce churn through retention strategies, and use consultative upselling—while growing with training and mentorship.

I’m a Customer Support Specialist with 3+ years delivering customer service, sales, and retention support across phone, chat, and SMS in fast-paced remote environments. I’m available across multiple time zones and focus on empathetic, consultative conversations that improve outcomes and customer experiences.

In my roles, I’ve driven results like 98% CSAT, 95% First Contact Resolution, and handling 60+ daily customer interactions while reducing churn, increasing loyalty, and maintaining accurate documentation. I use CRM systems like Zendesk, Salesforce, and Freshdesk, and I strengthen retention through call control, conflict resolution/de-escalation, follow-up cadence, and targeted upselling and lead nurturing.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant & Administration

Current

ALX Institute

Jan 2026 - Present (7 months)

Virtual assistant and administration role ongoing with ALX Institute (details not provided).

Customer Support Associate

Grubhub

Nov 2024 - Apr 2026 (1 year 5 months)

Provided fast, courteous remote support via chat and email for order issues, refunds, and account inquiries. Maintained customer satisfaction through clear communication and used Zendesk and Salesforce to track cases, update documentation, and support customer follow-ups.

Customer Support Remote Support Chat Email Support Refunds De escalation Conflict Resolution Customer Loyalty Customer Retention Case Management Documentation CRM Management Zendesk Salesforce Freshdesk Technical Troubleshooting

Aviation Customer Support Rep

Metro by T-Mobile – CCIGlobal

Sep 2023 - Nov 2024 (1 year 2 months)

Delivered empathetic multichannel customer support (phone, email, chat, SMS) handling 60+ interactions daily. Achieved 98% CSAT and 95% first-contact resolution while using call control, resolving issues, and applying retention strategies for at-risk customers.