Open to opportunities

Tracy Achieng

@tracyachieng

Message

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

Kenya

Message

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

Current

Call Center Agent

Current

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.

Fraud Escalations Customer Support CRM CSAT Fraud Escalation Time Management

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.

Calendar Management Inbox Management Travel Coordination Meeting facilitation Research Zoom)Slack Zoom

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.

Research Editing Zotero Mendeley Client Communication