Virtual Assistant and Customer ServiceVirtual Assistant and Customer Service

Key Achievements:

• Managed end-to-end customer sales cycles, identifying, pitching, and closing sales. • Probed to understand client needs, tailored solutions based on client needs, and recommended the best remedies. • Cultivated trust, assisting with technical troubleshooting professionally, reassuring clients • Managed client accounts, maintaining clients in the business and encouraging referrals. • Kept an accurate record of my interactions and client details on the CRM. • Assist clients in navigating online accounts, resolving technical issues, and addressing service concerns with clear, professional communication. • Achieved 98% CSAT across client interactions, demonstrating consistently high customer experience performance. • Consistently met and surpassed the 95% QA target since onboarding through accurate, compliant, and customer-focused interactions. • Achieved a 23% customer save rate through effective objection handling, needs discovery, and solution-based retention conversations.

Key Achievements:

• Handled high-volume customer inquiries and resolved complex international booking, ticketing, cancellation, refund, and itinerary issues for a global travel agency. • Managed urgent flight changes across multiple time zones while maintaining accuracy, empathy, composure, and adherence to service procedures. • Used CRM and multi-system tools to verify passenger information, document interactions, manage customer accounts, and maintain accurate records. • Delivered first-contact solutions wherever possible, minimizing repeated contacts while protecting customer experience and operational efficiency. • Consistently met and surpassed 95%+ performance standards across Quality, FCR, Customer Experience surveys, and AHT, demonstrating strong KPI discipline. • Applied active listening, problem-solving, and de-escalation skills to turn difficult customer interactions into positive service outcomes.

Key Achievements:

• Managed JetBlue and Spirit Airlines accounts, driving 19% and 21% increases in profit margins, respectively. • Prepared and presented virtual business reviews to global stakeholders, supporting informed real-time decisions. • Spearheaded KPI execution across distributed teams while maintaining service and operational standards. • Mentored and coached team leaders through asynchronous and synchronous digital channels. • Managed bilingual English and Swahili content accounts, ensuring accurate moderation and translation against client guidelines. • Built and maintained strong client relationships through consistent remote check-ins and proactive communication. • Partnered across departments to streamline workflows and ensure seamless execution of international campaigns, remotely and onsite.