Open to opportunities

Faith Johnson

@faithjohnson2

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Customer Support Specialist and Virtual Assistant focused on CRM-driven customer satisfaction.

Kenya

Message

What I'm looking for

I’m looking for a remote-friendly role where I can deliver dependable customer support, manage CRM workflows, and coordinate operations like bookings and follow-ups. I want a team that values professionalism, empathy, and continuous improvement.

I’m a Customer Support Specialist and Virtual Assistant with experience supporting customers across customer service, travel operations, sales, and remote business support. I handle phone, email, and chat support while resolving customer issues with professionalism, empathy, and attention to detail.

In customer-facing roles, I manage high-volume interactions and keep service records organized using CRM tools like Apollo and Hub CRM. I resolve billing, account, and service inquiries, maintain accurate documentation, and support onboarding by training new team members during shift onboarding.

I also bring strong operations support experience—coordinating travel bookings, processing itinerary changes and cancellations, and ensuring follow-ups are completed. Recognized as reliable in remote environments, I continuously improve workflows through process improvement and problem solving, while pursuing credentials such as HubSpot CRM, Zendesk Customer Service, and Google Project Management.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

OnQ Global

Nov 2025 - Present (8 months)

Manage 15–60 customer interactions daily across phone, email, and chat, resolving billing, account, and service inquiries. Maintain customer records using Webex, Microsoft Excel, and Teams and support new team onboarding.

Customer Support Phone Support Email Support Chat Webex Excel Microsoft Teams Onboarding

Current

Customer Service Representative

Current

Dynamite Travel Agency

Jan 2025 - Present (1 year 6 months)

Handle 10–15 travel bookings weekly and process approximately 20 customer requests, including phone, email, and WhatsApp follow-ups. Use Apollo and Hub CRM to manage booking and client records and resolve itinerary changes and cancellations.

Customer Support Phone Support Email Support WhatsApp Business Follow Ups Travel Management Apollo CRM

Virtual Assistant & Data Entry

Freelance

Jan 2022 - Oct 2025 (3 years 9 months)

Support five private clients with bookkeeping, copywriting, internet research, and documentation. Maintain accurate records and spreadsheets while completing ongoing data entry tasks.

Bookkeeping Copywriting Internet Research Documentation Data Entry Spreadsheet Management

Sales Representative

Venus Electronics

Apr 2022 - Mar 2023 (11 months)

Build long-term client relationships by accurately quoting prices and terms. Generate sales through lead prospecting, cold calling, and deal closing, while addressing customer questions and complaints by phone and in person.

Lead Prospecting Cold Calling Sales Closing Customer Relationship Management

Sales Representative

Comstar Airtel Kenya

Aug 2020 - Mar 2021 (7 months)

Grow the customer base by acquiring new customers and identifying their needs. Maintain post-sale follow-up relationships and exceed sales targets through proactive promotion.

Customer Acquisition Needs Assessment Post Sales Lead Prospecting Sales Promotions Sales Target Achievement