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Ian Muriuki

@ianmuriuki

Customer support & executive assistant with 5+ years’ experience, 95%+ satisfaction, strong communication, and fast learning in remote teams.

Kenya

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What I'm looking for

I’m looking for a stable role where I can grow, sharpen my skills, and take on meaningful responsibility. I value learning, clear communication, and being part of a team that focuses on results. I’m motivated to continually improve and contribute to an environment that recognizes performance and development.

I’m a results-driven Virtual and Executive Assistant with 5+ years of experience streamlining operations, managing executive priorities, and supporting global teams in remote environments.

I’ve improved workflows end-to-end—handling data entry, calendar and inbox management, and CRM pipelines—while coordinating communication across time zones to keep executives and clients moving fast.

In my most recent role, I generated 300+ qualified leads through cold outreach across LinkedIn, email, and phone, and helped drive stronger client revenue outcomes. I also maintained 95%+ client satisfaction in live chat, email, and voice support by resolving inquiries promptly and personalizing communication.

Across customer support and IT consulting experience, I’ve delivered measurable gains like a 30% reduction in scheduling conflicts, a 20% improvement in service delivery efficiency, and up to 25% boosts in internal uptime through system setup, training, and knowledge-base creation. I thrive on proactive problem-solving, clear communication, and operational efficiency that teams can rely on.

Experience

Work history, roles, and key accomplishments

Executive Assistant

Kiambu Water Limited

Feb 2025 - Feb 2026 (1 year)

Provided administrative, sales, and operational support to international clients, enabling smoother workflows and faster decision-making. Generated 300+ qualified leads via cold outreach and managed executive calendars, inboxes, and CRM pipelines across time zones while maintaining 95%+ client satisfaction.

Executive Support Calendar Management Inbox Management Sales Outreach Live Chat Support

Customer Service Representative

Teleperformance

Aug 2024 - Feb 2025 (6 months)

Supported international clients via chat, email, and voice, maintaining a consistent 95% satisfaction score. Coordinated executive calendars to reduce scheduling conflicts by 30%, analyzed customer feedback to improve service efficiency by 20%, and resolved escalations to increase first-contact resolution rates.

Customer Support Live Chat Support Email Support Voice support Scheduling coordination Escalations First Contact Resolutions performance reporting

IT Consultant

Kahawa Barracks

Jan 2024 - Apr 2024 (3 months)

Provided remote technical support and system setup, improving internal uptime by 25%. Trained teams on digital tools and cybersecurity best practices, created an internal knowledge base to streamline IT requests, and supported faster remote onboarding for new team members.

Remote Technical Support Setup Uptime Improvement Troubleshooting Reduction Support Tools Remote Onboarding

Cyber Attendant

B&G Cyber

Jan 2023 - Dec 2023 (11 months)

Provided customer and tech support to 100+ clients weekly while maintaining a 95% satisfaction rate. Implemented digital tracking and inventory systems to reduce downtime by 40%, and handled data entry, document processing, and administrative tasks to improve daily workflow.

Customer Support Technical assistance Downtime Reduction Data Entry Document Processing Administrative Support Client Retention

Customer Service Representative

Majorel Kenya

Sep 2022 - Dec 2022 (3 months)

Handled 100+ daily customer inquiries via chat and email while maintaining SLA and response quality. Improved response times by 41% by optimizing email and calendar workflows, managed CRM records and follow-ups to increase customer retention by 27%, and supported escalations to improve the customer journey.

Customer Support Chat Support Email Support SLA Management Escalations Customer Retention

Customer Service Agent

CCI Kenya

May 2021 - Aug 2022 (1 year 3 months)

Provided omnichannel support to international customers, resolving issues efficiently and empathetically. Improved documentation accuracy by 21% through better data entry practices, helped meet service-level goals, and reduced project delays by 17% through collaboration with team leads.

Omni Channel Support Team Collaboration Customer Education