Joyce Gichana
@joycegichana
Customer Support Representative at Glovo who resolved customer issues across email, chat, and phone and improved support processes.
KenyaWhat I'm looking for
At Glovo, I handled high-volume customer support across email, live chat, and phone, resolving account issues, payment disputes, and service complaints with speed and accuracy.
I identified recurring customer issues and shared patterns with product, billing, and operations teams to support process improvements. I also escalated complex cases and onboarded new support team members, creating documentation to help resolve issues faster.
At Cleveland Auto Repair & Autobody, I served as the primary contact for U.S. clients by phone, email, and SMS, helping with service enquiries, scheduling, and billing questions. I maintained accurate client records while coordinating timely communication with internal teams.
In my current part-time role at The Relationship Code, I manage a lead pipeline in Go High Level and communicate with clients through calls, texts, and voicemail. I also have experience drafting correspondence and coordinating communications at Morgan Wright Limited, and managing vendor correspondence and operational records at Nawiri Plant Limited.
Experience
Work history, roles, and key accomplishments
Appointment Setter
The Relationship Code
Jun 2026 - Present (4 months)
Managed a full lead pipeline in Go High Level CRM, maintaining accurate records and consistent, brand-aligned communication across calls, texts, and voicemail. Handled inbound and outbound conversations independently, resolving hesitation and objections professionally.
Remote Customer Support Rep.
Cleveland Auto Repair & Autobody
Jun 2025 - Jan 2026 (7 months)
Served as primary contact for U.S. clients via phone, email, and SMS, resolving service enquiries, scheduling, and billing questions. Maintained accurate digital client records and ensured timely, consistent communication between customers and internal teams.
Managed high-volume customer support across email, live chat, and phone using Freshdesk, resolving account issues, payment disputes, and service complaints with speed and accuracy. Identified recurring customer issues and fed patterns back to product, billing, and operations teams to drive process improvements.
Administrative & Communications Assistant
Morgan Wright Limited
Feb 2020 - Feb 2021 (1 year)
Drafted professional correspondence and documentation while coordinating communications across departments.
Operations Assistant
Nawiri Plant Limited
Feb 2019 - Jan 2020 (11 months)
Managed vendor correspondence and operational records with accuracy and responsiveness across departments.
Education
Degrees, certifications, and relevant coursework
St. Paul's University
Bachelor of Arts, Communication
Pursuing a Bachelor of Arts in Communication, currently in progress.
St. Paul's University
Diploma, Communication
2016 - 2017
Completed a Diploma in Communication from St. Paul's University from 2016 to 2017.
St. Paul's University
Certificate, Mass Communication
2015 - 2015
Completed a Certificate in Mass Communication from St. Paul's University in 2015.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
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