Ivia Achieng
@iviaachieng
I resolve customer issues across chat, email, WhatsApp, and phone with empathy.
KenyaWhat I'm looking for
I've supported customers for Glovo and M-KOPA across live chat, email, and phone, resolving account, service, and complaint issues with a warm, on-brand tone. At M-KOPA, I handled 130+ daily inbound contacts and earned Employee of the Month recognition.
I'm experienced in booking management, refunds, CRM records, and multi-channel support, including managing 4+ simultaneous conversations and reducing repeat queries by 32%. I also maintain accurate high-volume records at CCK Global and support teammates through clear documentation and coaching.
Experience
Work history, roles, and key accomplishments
Data Entry Clerk
CCK Global
Nov 2025 - Present (10 months)
Maintained accurate, high-volume customer and business records across databases, ensuring data integrity and completeness. Conducted routine quality checks and audits to catch and correct discrepancies, and organized digital documentation systems for efficient retrieval.
Education
Degrees, certifications, and relevant coursework
ALX
Certificate, Virtual Assistant
Completed a Virtual Assistant Course at ALX in 2024.
Atingi
Certificate, Customer Care and Complaint Management
Earned a Certificate in Customer Care and Complaint Management from Atingi in 2024.
Rift Valley Institute of Science and Technology
Certificate, Food and Beverage
Obtained a Certificate in Food and Beverage from Rift Valley Institute of Science and Technology in 2021.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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