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
MLManaged 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
KMKenya 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
Interested in hiring Tiffany?
You can contact Tiffany and 90k+ other talented remote workers on Himalayas.
Message TiffanyFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
