Open to opportunities

Lian Wambui

@lianwambui

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Experienced executive virtual assistant specializing in customer support and e-commerce operations.

Kenya

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What I'm looking for

I seek a role supporting founders or e-commerce teams where I can own customer support and operations, improve processes, and deliver calm, brand-aligned service.

I am an experienced, people-first Executive Virtual Assistant with deep expertise in SaaS, customer support, and e-commerce operations. I help busy founders and teams deliver standout customer experiences while managing inboxes, calendars, and CRM tools with precision.

In my current role I provide end-to-end customer support using Gorgias, Shopify, Fulfill.io, and Recharge, resolving order, shipping, subscription, and fulfillment issues with calm and care. I maintain strong customer relationships and align my communication to premium brand standards.

Previously, I served as a Quality Analyst conducting call audits, delivering coaching, and using QA data to drive performance improvements and increase conversions. I have frontline customer service experience handling high-volume inbound calls, technical troubleshooting, and ticketing systems.

I balance empathy with operational rigor—skilled in lead generation, conflict resolution, process improvement, and multiple CRM/helpdesk tools. I show up as a reliable extension of teams, anticipating needs and keeping operations running smoothly.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Nécessaire

Apr 2025 - Present (10 months)

Provide end-to-end customer support via Gorgias and manage Shopify order operations, resolving shipping, subscription, and fulfillment issues to maintain a premium brand experience.

Gorgias Shopify ReCharge Customer Support Order Management Subscription Management

Quality Analyst

Metro By T Mobile (CCI Kenya)

Jun 2023 - Oct 2024 (1 year 4 months)

Conducted call audits using standardized QA scorecards, identified performance gaps, and delivered coaching to improve agent performance, compliance, and conversion rates.

Quality Assurance Coaching QA Scorecards Data Analysis Compliance Performance Improvement Sales Coaching

Customer Service Representative

T Mobile & Metro By T-Mobile (CCI Kenya)

Jan 2022 - Mar 2023 (1 year 2 months)

Managed high-volume inbound calls resolving payments, network, and device issues, used ticketing systems for follow-ups, and consistently met performance metrics with empathetic support.

Inbound Troubleshooting Ticketing Systems Customer Empathy Network Support Performance Metrics Escalation Management

Computer Operator

Wambui Cyber and Print Shop

Mar 2020 - Jan 2022 (1 year 10 months)

Operated a local print and supplies business, managing printing services, inventory, daily transactions, and client relationships to deliver reliable service to students.