Esther Mwanzia

I’m an experienced Contact Centre Agent and Virtual Assistant with a strong track record of streamlining workflows, improving client satisfaction, and delivering accurate administrative support. I work confidently across CRM systems, call center tools, calendar and email management, data entry, and cloud-based collaboration to keep customer journeys and internal processes running smoothly.

At CCI Kenya Limited, I responded promptly to customer inquiries across multiple channels, handled high-volume inbound and outbound calls, and provided detailed information about company products and services. I maintained accurate customer records in the company database, escalated unresolved issues to higher-level teams, and monitored feedback to identify opportunities for service improvement—while also earning recognition for resolving high-priority escalations and mentoring new hires.

Earlier, as a Virtual Assistant at Remote Solutions Hub, I managed executive calendars and scheduled meetings across time zones, drafted emails, reports, and presentations, and conducted internet research to support planning and analysis. I also handled confidential documents, coordinated virtual team meetings with proper follow-ups, managed social media accounts, and kept cloud-based files organized—improving task efficiency by implementing new tools and an email management system that reduced missed communications.

I’ve also built customer-care and commercial strengths through roles including Customer care Operator at ROAM ELECTRIC and Marketing Executive at Occidental Insurance Company Limited. I currently coordinate internal and external follow-ups, report faults and issues, track ticket performance and trends, and share client-facing reports—while my marketing experience strengthened partnerships, digital strategy, and campaign performance through market research and targeted outreach. I hold a BSc in Actuarial Science from Jomo Kenyatta University of Agriculture & Technology.