Open to opportunities

Sharon Makokha

@sharonmakokha

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PMI-certified Virtual Assistant specializing in customer support and B2B lead generation.

Kenya

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What I'm looking for

I’m looking for a full-time remote role where I can own multi-channel customer support and B2B lead generation, run CRM/help desk workflows, and improve results with AI-assisted automation and clear SLA standards.

I’m a PMI-certified Project Manager and AI-literate Virtual Assistant, focused on delivering measurable results through customer support operations and B2B lead generation. I bring HIPAA compliance and data privacy best practices into my work, so processes stay secure, accurate, and reliable.

I’ve managed multi-channel support queues and SLA-driven help desk operations while keeping CSAT strong, triaging tickets, and maintaining clear escalation paths. On the lead generation side, I build targeted prospect lists, run outreach workflows, and maintain CRM pipelines so opportunities don’t fall through the cracks.

I work end-to-end across HubSpot and help desk platforms like Freshdesk and Zendesk, and I automate workflows with Zapier and HubSpot Workflows. I also apply AI-assisted productivity using ChatGPT and structured AI learning (Coursera “AI for Everyone”) to improve speed and quality, and I collaborate remotely across EST, GMT, and EAT time zones.

Experience

Work history, roles, and key accomplishments

Customer Support Representative

Global Remote Skills

Jan 2022 - Jan 2024 (2 years)

Managed and resolved customer inquiries through Freshdesk while maintaining consistently high CSAT scores across a remote support queue. Handled high-volume data entry with strict quality control, including HIPAA-aligned data privacy and secure handling procedures, and reported key support metrics to stakeholders.

Freshdesk Zendesk Customer Support SLA Management CSAT Data Entry HIPAA

Education

Degrees, certifications, and relevant coursework

HubSpot Academy

HubSpot CRM Certification, CRM (HubSpot)

Completed HubSpot Academy training on CRM fundamentals, including contact and deal management and pipeline tracking inside HubSpot.

Coursera (DeepLearning.AI)

AI for Everyone, Artificial Intelligence (AI)

Completed Coursera's AI for Everyone program covering LLMs, prompt engineering, AI workflow integration, and responsible AI use.

HubSpot Academy

Email Marketing Certification, Email Marketing

Completed HubSpot Academy's Email Marketing certification covering email strategy, audience segmentation, A/B testing, and deliverability best practices.

HubSpot Academy

Inbound Marketing Certification, Marketing (Inbound)

Completed HubSpot Academy's Inbound Marketing certification covering inbound methodology, content strategy, SEO basics, and email marketing.

Diploma in Information Technology / Business

Diploma in Information Technology / Business, Information Technology / Business

Completed a Diploma in Information Technology / Business in 2022.

HubSpot Academy

HubSpot Sales Software Certification, Sales Software (HubSpot)

Completed HubSpot Academy's Sales Software certification focused on sales pipeline management, email sequences, meeting scheduling, and forecasting using HubSpot Sales Hub.