Open to opportunities

Melline Achieng

@mellineachieng

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Human Resources and Remote Customer Support specialist driving recruitment, operations and exceptional client service.

Kenya

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What I'm looking for

I seek a role combining HR operations and remote customer support where I can improve processes, lead recruitment and deliver excellent service within a collaborative, growth-oriented team.

I am a results-driven HR and customer support professional with 7+ years' experience across retail HR, virtual assistance, and front-line customer service. I specialize in high-volume recruitment, payroll compliance, employee relations and shift-based workforce management.

In retail HR roles I led mass recruitment, coordinated payroll during cash-sensitive periods, implemented workforce optimization, and managed ER cases and union engagements across multi-site operations. I also designed induction programs and monitored attendance and payroll accuracy.

As a remote customer support and virtual assistant I supported executive scheduling and inbox triage, maintained sub-3-minute response times, achieved 95% customer satisfaction, and used tools like Notion, HubSpot, Zendesk and Freshdesk to improve SLAs and CRM data quality.

I bring strong administrative, data-entry and reporting skills, proven process improvements (faster file retrieval, reduced onboarding time) and a dedication to delivering excellent customer experiences and efficient HR operations.

Experience

Work history, roles, and key accomplishments

Remote Customer Support Associate

Fiverr

Jun 2024 - Aug 2025 (1 year 2 months)

Supported CEO scheduling and handled technical and customer queries for SaaS and e-commerce clients, improving response SLAs by 25% and maintaining 95% customer satisfaction with <3-minute average response time.

Customer Support Notion HubSpot Zendesk Freshdesk SaaS Support SLA Management

Administrative Assistant

Bamm Tours and Travel

Jun 2023 - May 2024 (11 months)

Managed front-desk operations, scheduling, data entry and meeting coordination, improving office efficiency and ensuring timely resolution of client inquiries.

Customer Service Scheduling Data Entry Meeting Coordination Office Management Inventory Management Microsoft Office

Customer Care Agent

Apex Company

Nov 2019 - Mar 2021 (1 year 4 months)

Managed customer complaints database, produced director-level reports and promoted services to prospects, delivering accurate records and data analysis for decision-making.

Customer Support Database Management Report Writing Excel Data Analysis CRM Client Communication

HR Manager

Tuskys Supermarkets

Feb 2017 - Oct 2020 (3 years 8 months)

Led mass recruitment, payroll coordination during cash-flow periods, workforce optimization and ER/union engagements across retail and corporate functions during expansions and restructures.

Recruitment Payroll Employee Relations Workforce Planning Training Shift Management HR Compliance

Human Resource Assistant

Nakumatt Holdings Ltd

Jan 2014 - Nov 2016 (2 years 10 months)

Led end-to-end recruitment, designed induction programs, coordinated payroll across pay groups and managed attendance and disciplinary processes for multi-site retail operations.

Recruitment Induction Design Payroll Management Grievances HRIS Employee Relations