Tiffany Mshai
@tiffanymshai
Customer service professional and virtual assistant driving satisfaction and retention.
KenyaWhat I'm looking for
I am a dedicated Customer Service Professional and Virtual Assistant with over 4 years of experience delivering exceptional client support and administrative assistance, managing 200+ monthly interactions and maintaining a 98% on-time response rate.
I consistently achieve high satisfaction—95% CSAT and 97%+ in recent roles—while resolving 90% of issues on first contact, increasing customer retention by 15%, and streamlining workflows to reduce task completion time by 20%.
I bring strong verbal and written communication, CRM expertise (Zendesk, Beehive, Genesys, Intercom), and proven collaboration with product and operations teams to improve processes and drive repeat business; I seek to contribute these strengths to a forward-thinking, collaborative team.
Experience
Work history, roles, and key accomplishments
Managed multi-channel support using Zendesk and Beehive across six markets, reduced response time 40%, improved retention by 25%, and maintained CSAT over 97% through cross-functional improvements.
Call Center Agent
CCI Kenya
Feb 2021 - Aug 2021 (6 months)
Handled inbound customer inquiries with professionalism, updated customer databases, and resolved complaints using problem-solving skills, achieving a 98% CSAT score.
Sales Manager
Zamo Ltd
Jan 2018 - Dec 2020 (2 years 11 months)
Developed and executed sales strategies that drove revenue growth and expanded market share; generated new business through proposals and negotiations and maintained long-term client relationships to secure repeat business.
Education
Degrees, certifications, and relevant coursework
Kenya Institute of Management
Diploma, Human Resource Management
2019 - 2021
Completed a Diploma in Human Resource Management covering key HR functions and administrative practices.
Availability
Location
KenyaAuthorized to work in
Job categories
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