Open to opportunities

Karen Milanoi

@karenmilanoi

Message

Dedicated customer service professional and virtual assistant.

Kenya

Message

What I'm looking for

I am looking for a role that values customer-centric service and offers opportunities for growth in a collaborative environment.

I am a dedicated customer service professional and virtual assistant with extensive experience supporting global brands across various industries, including e-commerce, transportation, and fashion. My expertise lies in delivering empathetic and efficient service while maintaining brand integrity and performance KPIs. I thrive in dynamic remote environments, ensuring data accuracy and customer satisfaction.

Throughout my career, I have honed my skills in tools such as Zendesk, Salesforce, and Shopify, enabling me to provide premium support and manage inquiries effectively. My role as a Customer Service Agent for a luxury fashion brand has allowed me to assist customers with order placements and resolve issues while enhancing brand reputation through personalized communication. I am committed to continuous improvement and have a proven track record of identifying trends to enhance service quality.

As a Freelance Research Assistant, I conduct high-quality interviews and maintain strict data confidentiality, contributing to impactful social research projects. My adaptability and strong communication skills have been key in collaborating with remote teams and ensuring seamless project execution. I am passionate about leveraging my skills to create positive customer experiences and drive brand loyalty.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Agent / Virtual Assistant

Current

TalentPop

Jan 2025 - Present (8 months)

Delivered premium customer support for a luxury fashion brand via Zendesk, managing inquiries through email, chat, and social media. Assisted with order placements, tracking, returns, exchanges, and sizing inquiries while ensuring an excellent brand-aligned customer experience.

Zendesk Slack Gmail Shopify Customer Support Social Media Management Order Processing Customer Relationship Management

Current

Freelance Research Assistant

Current

60 Decibels

Aug 2024 - Present (1 year 1 month)

Conducted high-quality phone interviews with end customers and stakeholders to collect Lean Data for global social impact research projects. Maintained strict data confidentiality and integrity, following the company’s ethical standards and data fraud prevention protocols.

Phone Interviews Confidentiality Google Docs Research Data Validation Communication Project Management

Digital Engagement Specialist

Jan 2024 - Dec 2024 (11 months)

Provided real-time, high-volume chat support in a fast-paced digital environment, focusing on subscriber engagement and retention. Used persuasive communication and personalized messaging to build rapport, drive conversions, and maintain long-term customer relationships.

Infloww Discord Slack Chat Support Customer Engagement Communication CRM Tools Data Tracking

Customer Service Representative

Teleperformance

Sep 2021 - Dec 2023 (2 years 3 months)

Assisted drivers with onboarding, account verification, and document submission via phone and email support. Handled trip-related complaints via phone and email support, fare disputes, refund requests, and app navigation support.

Zendesk Slack Atlassian JIRA Customer Service Email Support Phone Support Troubleshooting Conflict Resolution Documentation

Customer Service Call Center Agent

Betika (Shop and Deliver Limited)

Sep 2017 - Oct 2019 (2 years 1 month)

Delivered customer support across inbound calls, outbound calls, and social media platforms. Responded to customer inquiries about account access, betting rules, payment issues, and promotions in a timely and accurate manner.

Customer Support Inbound Outbound Calling Social Media Management Account Management Problem Solving Upselling

Sales Merchandiser

Kenya Cooperative Creameries

Nov 2015 - Jun 2017 (1 year 7 months)

Ensured products were well supplied and displayed to influence sales. Relayed feedback and worked with outlet staff to ensure timely order placements.

Sales Merchandising Display Order Placement Market Intelligence Communication

Social Worker (Child Development)

Compassion International

May 2015 - Jul 2015 (2 months)

Counseled children and managed their economic development. Taught curriculum during Saturday programs and conducted home and school visits.

Social Work Child Development Counseling Home Visits Community Development

Service Woman

Kenya National Youth Service

Jan 2014 - Apr 2015 (1 year 3 months)

Underwent intensive paramilitary training focused on physical fitness, discipline, and national service readiness. Participated in nation-building projects, including slum upgrading, where I managed job attendance records for slum workers.

Paramilitary Training Disciplining National Service Project Management Administrative Support Data Entry Crowd Control Teamwork

Education

Degrees, certifications, and relevant coursework

Kenya Institute of Professional Studies

Diploma, Social Work & Community Development

Studied social work principles and community development strategies. Developed skills in counseling, community engagement, and program implementation.

Kenya National Youth Service

Certificate of Participation, National Service

Participated in intensive paramilitary training, focusing on physical fitness, discipline, and national service. Contributed to nation-building projects and gained administrative experience.