Monicah Wangui
@monicahwangui1
Dedicated virtual assistant specializing in customer experience and support.
KenyaWhat I'm looking for
I am a dedicated virtual assistant with strong customer support and team leadership experience, committed to delivering exceptional customer satisfaction and operational reliability. I have worked remotely and onsite in roles that required managing teams, resolving customer complaints, and maintaining excellent client relationships.
My achievements include resolving 100% of customer complaints at Influx and consistently winning and retaining customers while boosting purchases at Asterisk Technologies. I am proficient with tools such as Zendesk, Intercom, Help Scout, Shopify, Gorgias, ShipStation, Freshdesk and various WMS, cloud and VoIP systems.
I am a fast learner, self-driven team player with a Bachelor of Communication from the University of Nairobi and additional networking training. I seek roles where I can apply my communication, time management and leadership skills to help organizations improve customer experience and operational outcomes.
Experience
Work history, roles, and key accomplishments
Virtual Assistant
Gabbyville
Dec 2020 - Sep 2022 (1 year 9 months)
Provided remote virtual assistant services including calendar management, email and phone support, market research, and customer record maintenance, improving client responsiveness and organization. Organized managers' schedules and recommended product/service improvements to boost customer satisfaction.
Customer Experience Agent
Influx
Jan 2019 - Nov 2020 (1 year 10 months)
Handled customer inquiries via email, live chat and inbound calls, managed external providers and resolved order/delivery issues, achieving a 100% complaint resolution rate and high client/team ratings. Supervised team members to maintain service quality and customer retention.
Customer Experience Team Lead
Asterisk Technologies
May 2017 - Dec 2018 (1 year 7 months)
Led customer experience initiatives including onboarding, training, needs analysis and advocacy, increasing customer retention and driving upsell opportunities. Built trust with clients and maintained continuous feedback loops to improve service.
Education
Degrees, certifications, and relevant coursework
KUKenyatta University
Cisco Networking Level 1, Networking / Information Technology
2017 - 2017
Completed Cisco Networking Level 1 training covering IoT fundamentals and networking concepts.
UNUniversity of Nairobi
Bachelor of Communication, Communication
2010 - 2014
Completed a Bachelor of Communication, developing interpersonal, critical thinking, and strong communication skills.
Bahati Girls' High School
High School Diploma, Secondary Education
2005 - 2009
Completed secondary education with coursework in Mathematics, English, Kiswahili, Geography, Chemistry, Biology and CRE.
Londiani Girls' Primary School
Primary School Certificate, Primary Education
1996 - 2004
Completed primary education with studies in English, Kiswahili, Mathematics, Social Studies and Christian Religious Studies.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
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