Tracy Achieng
@tracyachieng
Experienced virtual assistant and customer support professional delivering high-quality executive support.
What I'm looking for
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
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.
Virtual Assistant
Private Executive (COO)
Feb 2023 - Nov 2023 (9 months)
Improved executive productivity by reducing inbox clutter 45%, managed complex calendars and travel logistics, coordinated meetings, and supported stakeholder communications and event registrations.
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
ALX Africa
Virtual Assistant Certification, Virtual Assistance
2022 - 2022
Completed a Virtual Assistant certification program focused on virtual assistance tools and executive support practices.
Pioneer University
Bachelor of Arts, Psychology
2017 - 2021
Completed a Bachelor of Arts in Psychology with coursework in psychological theory and research methods.
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
Availability
Location
Authorized to work in
Job categories
Skills
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