Looking for a job

JUMA HERALD

@jumaherald

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I streamline customer operations, travel logistics, and remote executive support.

Kenya

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What I'm looking for

I'm looking for a fully remote operations, executive support, or customer support role where I can coordinate workflows, improve processes, communicate with stakeholders, and deliver accurate support in a fast-paced environment.

I support high-volume customer operations for North American airline brands through CCI Kenya, serving Spirit Airlines and JetBlue Airways across chat, email, and phone.

I coordinate complex travel bookings, schedule changes, and logistics requests while meeting strict service-level agreements. I resolve 50+ customer cases daily and maintain detailed CRM documentation for smooth handoffs across support, operations, and escalation teams.

My work at CCI Kenya earned Best CSAT Performer recognition in February and March 2026, along with Top Quality Assurance Performer recognition in September 2025. I also identify recurring workflow issues and contribute to process improvements that reduce resolution delays.

Earlier, I supported accounts receivable operations at Erdemann Property Limited, handled polling-station logistics and clerk supervision for IEBC, and collected verified household data for the Kenya Population & Housing Census. I bring strong written communication, organization, data accuracy, and follow-through to fully remote teams.

Experience

Work history, roles, and key accomplishments

Operational Support Representative

CCI Kenya

Oct 2024 - May 2026 (1 year 7 months)

Served as the primary operational contact for customers across chat, email, and phone channels, coordinating complex travel bookings and resolving over 50 cases daily. Maintained detailed CRM documentation and contributed to process improvements that reduced resolution delays.

Customer Support CRM Zendesk Salesforce Communication Skills Problem Solving Process Improvement Documentation

Accounts Receivable Intern

Erdemann Property Limited

Apr 2024 - Sep 2024 (5 months)

Processed customer invoices, monitored collections, and reconciled payments with the general ledger. Prepared aging reports and supported internal reporting by organizing financial documentation.

Accounts Receivable Invoicing Reconciliations Financial Reporting Excel Attention To Detail

Chief Polling Clerk

Independent Electoral and Boundaries Commission (IEBC)

Aug 2022 - Aug 2022 (0 months)

Coordinated polling-station logistics and supervised a team of clerks, ensuring efficient queue management and accurate documentation with a zero-error focus.

Team Supervision Logistics Coordination Compliance Documentation Time Management

Data Collection Specialist

Kenya Population & Housing Census

Jul 2019 - Sep 2019 (2 months)

Planned and executed fieldwork schedules, collected and verified large volumes of household data, and submitted timely reports with a focus on accuracy and confidentiality.

Data Collection Fieldwork Data Verification Reporting Accuracy Confidentiality