Open to opportunities

Eustace Nderitu

@eustacenderitu

Remote Virtual Assistant and Customer Relations & Project Management specialist delivering fast, professional operations support.

Kenya

Message

What I'm looking for

I’m looking to leverage my operational, administrative and customer support experience for busy professionals and remote teams, focusing on reliable execution, organized scheduling, and strong customer experience through CRM and fast issue resolution.

I’m a proactive, well organized and dependable remote Virtual Assistant, Customer Relations Management & Project Management Specialist with 5+ years in administration, client success, and project management in busy, customer-centric environments. I bring operational support, administrative accuracy, and clear communication to help remote teams and busy professionals stay on track.

I’m skilled in time & task management, email and calendar management, data entry & file organization, and customer support via email and chat. In customer-facing roles, I handled high call volumes, improved CSAT, and resolved escalated needs with professionalism, empathy, and confidentiality.

I also support project delivery—coordinating meetings, tracking schedules and action items, maintaining documentation, and assisting with testing (including UAT). From researching and implementing CRM systems (Salesforce and Zoho) to quality checks and reporting, I focus on positive customer experience and measurable outcomes.

Experience

Work history, roles, and key accomplishments

Freelance Project Assistant

Freelance

Mar 2024 - Nov 2025 (1 year 8 months)

Assisted students with business and IT school projects by refining project proposals, planning timelines and milestones, and coordinating collaboration with lecturers and teaching assistants. Supported design/development tasks, database creation and data entry, documentation (slides/tutorials), and quality assurance/testing as needed.

Proposal Development Academic Tutoring (AI Basics)Documentation feasibility studies Quality Assurance Testing

Virtual Assistant / Customer Service

Copia Kenya Ltd

Feb 2022 - Jan 2024 (1 year 11 months)

Provided email and call support, managed calendars and meeting scheduling, and created internal documents using Google Workspace and Microsoft Office. Helped select, implement, and maintain CRM systems (Salesforce and Zoho) by collecting/validating data via surveys and interviews, resolving client/staff complaints, and supporting IT user support and hardware maintenance.

Google Workspace Sheets Drive Microsoft Office Word PowerPoint CRM (Salesforce)Zoho Email Support Complaint Resolution

Customer Service Representative

Copia Kenya Ltd

Nov 2018 - Jan 2024 (5 years 2 months)

Handled front-line inbound and outbound calls and managed escalated customer issues to achieve first-call resolution and retention. Managed high-volume support (~200 calls/day) with AHT of 3 minutes, CSAT of 95.3%, call success rate above 99%, 0% unresolved complaints/inquiries, and maintained 95% CRM data accuracy while consistently achieving 90%+ of monthly sales targets for 11 consecutive month

First Call Resolution CRM Data Logging (Accuracy 95%)Follow Up On Open Cases CSAT FCR Sales Target Achievement

Project Management Assistant

ICEA Lion Group

Feb 2017 - Aug 2018 (1 year 6 months)

Supported project planning, scheduling, and tracking for an insurance lead management system, including coordinating meetings, agendas, and progress reporting to stakeholders. Documented requirements and workflows, supported UAT and defect documentation, liaised between technical teams and business units, and tracked risks/issues and action items to completion.

Project Planning Management UAT Support & Defect Logging Action Item Follow Up