Florence

Customer experience, Customer Support, Virtual assistant

Florence

ID Verified
1,000/mo
Nairobi, Kenya
Looking for Full-time
8 hours/day
Availability: US / EU / Asia timezone

Profile Description

Professional Summary Customer Experience and Operations Professional with over 6 years of experience supporting global customers and remote teams across BPO, e-commerce, SaaS, and service-based industries. Skilled in customer support operations, quality assurance, team coaching, escalation management, executive support, and process improvement. Experienced in managing customer interactions across email, chat, and voice channels while maintaining high standards for customer satisfaction, servic...

Skills & Expertise

E-commerce & Marketplace

ShopifyExpert
Order FulfillmentAdvanced
GorgiasAdvanced
Order ProcessingAdvanced
Inventory ManagementIntermediate
Product Listing OptimizationIntermediate
WooCommerceBeginner
Facebook MarketplaceBeginner
Shopify PlusBeginner
Print on DemandBeginner
Product PhotographyBeginner

Finance & Accounting

QuickBooksIntermediate
BookkeepingIntermediate
Accounts Payable/ReceivableIntermediate

Marketing & Growth

KlaviyoIntermediate
Email MarketingIntermediate
ChatGPT for MarketingIntermediate
Google AdsIntermediate
HubSpotIntermediate

Real Estate Operations

AirbnbIntermediate
VrboIntermediate

Sales & Business Development

Lead GenerationIntermediate
Linkedin OutreachIntermediate
Apollo.ioIntermediate
SalesforceIntermediate
Zoho CRMIntermediate
Hunter.ioIntermediate
ZoomInfoBeginner

Specialized Skills

Contract ReviewIntermediate
Online Course CreationIntermediate
Medical BillingBeginner

Virtual Assistance & Admin

TrelloAdvanced
Calendar ManagementIntermediate
Travel PlanningIntermediate
Data EntryIntermediate
Executive Assistant ServicesIntermediate
Research & Information GatheringIntermediate
Personal Assistant ServicesIntermediate
CalendlyIntermediate
AsanaIntermediate
NotionIntermediate
ClickUpIntermediate

Work Experience

Executive Operations Assistant & Customer Experience QA Specialist

End to End System

Aug 2025 - May 2026

Job Responsibilities:

Manage executive calendars, scheduling, and leadership communications across multiple teams. Conduct quality assurance reviews of customer interactions to ensure service excellence. Designed and implemented a QA scorecard framework that standardized quality evaluations. Developed SOPs and operational documentation to improve efficiency and consistency. Monitored customer support performance and SL...

Customer Experience QA Analyst & Team Coach

TalentPop

Dec 2024 - Dec 2025

Job Responsibilities:

Conducted quality audits for customer support interactions across email and chat channels. Managed QA monitoring and performance coaching for a team of 9 support agents. Delivered coaching sessions that improved communication quality and issue resolution. Handled customer escalations and retention cases in high-volume environments. Identified recurring customer concerns and recommended process imp...

Quick Stats

Age33 years
GenderFemale
English LevelFluent
Other Languages
SwahiliFluent
ID VerificationVerified
Portfolio
🔒

Certifications

ENGLISH EFSET

Education

Bachelor's Degree

University of Nairobi

2012 - 2016