Open to opportunities

John Kiboko

@johnkiboko

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Customer-focused Virtual Assistant with 3 years of experience.

Kenya

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What I'm looking for

I am looking for a role that values empathy and efficiency in customer support, with opportunities for growth and collaboration in a remote environment.

As a dedicated Virtual Assistant with over three years of experience, I specialize in delivering exceptional customer support through live chat and ticketing systems. My journey has been marked by a commitment to enhancing user satisfaction across various platforms, including e-commerce and SaaS. I pride myself on my ability to communicate calmly and effectively, even in high-pressure situations, ensuring that every customer interaction is a positive one.

At BoldServe Virtual Solutions, I have successfully managed over 60 daily live chats, achieving a remarkable 95% satisfaction score. My proactive approach to conflict resolution has led to an 85% first-contact resolution rate, and I have implemented strategies that reduced response times by 40%. My experience at UrbanMart Online further honed my skills in customer retention and team training, contributing to a 22% improvement in team CSAT.

Experience

Work history, roles, and key accomplishments

Current

Remote Chat Support Agent

Current

BoldServe Virtual Solutions

Mar 2022 - Present (3 years 2 months)

Handled over 60 daily live chats for e-commerce and service clients, achieving a 95% satisfaction score. Reduced response times by 40% through the effective use of macros and chat automation. Managed customer complaints with empathy, resolving 85% of issues on first contact.

Live Chat Support Zendesk Intercom Tidio Conflict Resolution Customer Satisfaction Remote Work

Customer Experience Assistant

UrbanMart Online

Jan 2020 - Feb 2022 (2 years 1 month)

Resolved customer complaints via email and live chat, focusing on customer retention. Trained new agents on tone and soft skills, which improved the team's CSAT by 22%. Maintained a 98% on-time response rate and managed weekend escalation shifts.

Email Support Live Chat Customer Retention CSAT Time Management Conflict Resolution

Education

Degrees, certifications, and relevant coursework

University of Nairobi

Bachelor of Arts, Communication

Completed a Bachelor of Arts in Communication, focusing on foundational communication theories and practices. Gained skills relevant to customer interaction and professional communication.

HubSpot Academy

Certification, Customer Support

Obtained certification as a Customer Support Specialist from HubSpot Academy. This program enhanced skills in customer service best practices and support strategies.

Coursera

Certification, Remote Work Productivity & Etiquette

Completed a certification in Remote Work Productivity & Etiquette through Coursera. This course provided essential knowledge for effective remote collaboration and professional conduct in virtual environments.