Mathew Muli

I’m a results-driven Virtual Assistant & Customer Support Specialist with hands-on experience supporting executives and clients in high-volume digital environments. I manage multiple workflows efficiently and keep a professional, client-focused tone under pressure.

In my freelance role, I handle inbox management, scheduling, and task prioritization to protect executive time. I deliver customer support through email, live chat, and CRM systems, resolving account and payment issues while maintaining strong client satisfaction.

As a Live Chat Customer Support Agent for online betting platforms, I handle 5–10 concurrent chats and manage account, KYC, deposit, and withdrawal inquiries. I de-escalate complaints and escalate high-risk cases appropriately, while keeping accurate records in CRM and ticketing systems.

I also leverage AI tools to streamline operations—using ChatGPT and Claude for research, summaries, and workflow support. With an extreme ownership mindset and calm, structured execution, I enhance agent and client experiences while improving response times and communication.