Open to opportunities

Joshua Mbugua

@joshuambugua

Virtual assistant and customer support manager in all sectors delivering reliable, timely service and exceptional client experiences.

Kenya

Message

What I'm looking for

I seek a customer-focused role in tourism or support where I can use multi-channel support, travel coordination, and teaching skills to improve client experiences.

I am a customer support professional with deep experience in tourism and hospitality, virtual assistance, and multi-channel support using Zendesk and Freshdesk. I have managed customer operations for Aberdares Cargo and Tour Services, coordinating travel logistics, accommodations, cultural experiences, and on-the-ground support for visitors to Kenya.

My background spans customer service roles with Studypool and SimpleTense, academic tutoring and teaching of English Language and Literature at high schools and international business schools, and co-authoring an academic handbook. I combine strong communication and instructional skills with hands-on ticketing, live chat, and email support to consistently boost client satisfaction.

I am proactive, service-oriented, and committed to creating positive experiences through clear communication, timely problem resolution, and attention to detail—whether supporting tourists, students, or remote customers.

Experience

Work history, roles, and key accomplishments

Current

Agency Customer Support Manager

Current

Aberdares Cargo and Tour Services

Aug 2019 - Present (6 years 1 month)

Manage customer support for tourism and hospitality services, coordinating travel logistics, accommodations, and guest experiences to maintain high satisfaction across tours and activities.

Customer Support Live Chat Travel Coordination Client Relations Virtual Assistance Communication

Current

Co-Author

Current

Amazon

Jan 2019 - Present (6 years 8 months)

Contributed as a co-author to an edited volume on transdisciplinarity, collaborating with international scholars on research and writing.

Research Collaboration Editing Publishing

Current

Customer Service Representative

Current

Studypool

May 2014 - Present (11 years 4 months)

Provided ongoing customer support and assistance to platform users, resolving inquiries via chat and email to improve user experience and retention.

Customer Support Live Chat Email Support Ticketing Problem Solving Communication Virtual Assistance

Current

English Teacher

Current

Thika High

Jan 2014 - Present (11 years 8 months)

Taught English Language and Literature, developed curricula and lesson plans, and improved student performance through focused instruction and assessment.

English Instruction Curriculum Development Lesson planning Tutoring Communication Assessments Classroom Management

Academic Tutor

SimpleTense Education

Mar 2014 - Jan 2019 (4 years 10 months)

Delivered one-on-one and group tutoring in English and related subjects, increasing student understanding and academic performance over a five-year period.

Tutoring English Language Lesson planning Communication

Education

Degrees, certifications, and relevant coursework

Mount Kenya University

Bachelor of Education, English Language and Literature

2013 - 2016

Completed a Bachelor of Education in English Language and Literature with coursework focused on language, literature, and teaching methodologies from January 2013 to December 2016.