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Tracy Achieng

@tracyachieng

Experienced virtual assistant and customer support professional delivering high-quality executive support.

Kenya
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What I'm looking for

I seek remote or hybrid roles providing executive support or customer-facing responsibilities, where I can improve processes, use AI tools, and grow professionally.

I am a dynamic and adaptable professional with a strong background in customer service, executive support, and content writing. I hold a Bachelor of Arts in Psychology and completed specialized virtual assistant training with ALX Africa.

As a call center agent, I handled high-volume interactions while keeping Average Handle Time under 8 minutes and maintaining a 95%+ CSAT and 88% First Contact Resolution. I collaborate closely with compliance and fraud teams to ensure secure, high-quality service.

In my role as a virtual assistant to a COO, I improved inbox management (reducing inbox clusters by 45%), managed complex travel logistics, coordinated meetings, and used AI tools like Humanloop, Gemini, and ChatGPT to enhance research capabilities. I am skilled with Zoom, Google Meet, OpenPhone, Brex, and common virtual collaboration tools.

I also have experience as an academic and content writer, producing plagiarism-free, formatted work (APA, MLA, Chicago) and using Zotero and Mendeley for citation management. I work well independently and collaboratively, prioritizing confidentiality, timeliness, and clear communication.

Experience

Work history, roles, and key accomplishments

CK
Current

Call Center Agent

CCI Kenya

Jan 2024 - Present (1 year 9 months)

Handled 70–80 daily customer interactions, maintained AHT under 8 minutes, achieved 95%+ CSAT and 88% FCR while resolving billing, technical, and product issues and coordinating with fraud/compliance teams.

FR

Academic Content Writer

Freelance

Mar 2020 - Nov 2020 (8 months)

Researched and wrote academic papers and reports, ensured adherence to APA/MLA/Chicago styles and plagiarism standards, and delivered multiple projects on tight deadlines with high client satisfaction.

Education

Degrees, certifications, and relevant coursework

AA

ALX Africa

Virtual Assistant Certification, Virtual Assistance

2022 - 2022

Completed a Virtual Assistant certification program focused on virtual assistance tools and executive support practices.

PU

Pioneer University

Bachelor of Arts, Psychology

2017 - 2021

Completed a Bachelor of Arts in Psychology with coursework in psychological theory and research methods.

SS

St. Mary's Lwak Girls' High School

Kenya Certificate of Secondary Education

Completed the Kenya Certificate of Secondary Education (KCSE).

Tech stack

Software and tools used professionally

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Tracy Achieng - Call Center Agent - CCI Kenya | Himalayas