CALVIN GEORGE MAIGUA MACHARIA
CUSTOMER SUPPORT & SALES MANAGER
NAIROBI
Summary
Dependable Executive Virtual Assistant experienced in providing comprehensive support to executives and teams across diverse industries. Achieved enhanced productivity and improved customer satisfaction through effective project management and mentoring of new agents. Focused on streamlining operations and creating positive customer experiences that drive loyalty and growth.
Overview
6
6
years of professional experience
4
4
Certifications
1
1
Language
Work History
Sales/Marketing Coordinator & Executive Assistant
San-Mic Media Limited
07.2024
- Generated quality leads through live events across six Kenyan counties, enhancing market reach and engagement.
- Generated quality leads via live events across six Kenyan counties through creative marketing and follow-up.
- Increased brand visibility using SEO and digital campaigns, improving online engagement.
- Verified stream status ahead of scheduled events, initiating corrective actions and client communications to prevent downtime and ensure seamless operations.
- Built long-term client relationships through personalized support and communication.
- Created reports, proposals, presentations, and supported social media or external messaging.
- Collaborated with Executives and team members through Slack-based handover notes to maintain continuity of service and ensure unresolved issues were actively tracked and addressed.
- Proactively verified stream status ahead of scheduled events and initiated corrective actions or client communications to prevent downtime.
- Monitored delivery of live events across multiple platforms (YouTube, Facebook, website), resolving stream disruptions in real-time to maintain broadcast quality.
Virtual Assistant & Customer Service Specialist
Africa Data School
10.2023 - 07.2024
- Resolved 1000+ technical issues via chat, email and remote sessions, maintaining a 95%+ satisfaction score.
- Handled customer inquiries, payment follow-ups, and problem resolution.
- Guided clients through account setup, product navigation, and data insights, helping them get maximum value.
- Identified recurring bugs, documented solutions, and escalated complex issues, enhancing issue resolution process using CRM and ticketing tools.
- Identified recurring bugs, documented solutions and escalated complex issues using CRM and ticketing tools.
- Proactively stayed current on product updates, integrations and troubleshooting methods, reducing resolution times by up to 30%.
- Addressed customer inquiries via phone and email., payment follow-ups, and problem resolution.
- Trained and coached 3+ new remote support agents, leading small group sessions to share best practices and improve team knowledge.
- Investigated AI tools to improve troubleshooting processes. such as Copilot to streamline troubleshooting and knowledge base updates.
- Supported front desk operations and managed daily ticketing of technical issues.
Call Center Agent & Subject Matter Expert
CCI Kenya (Metro by T-Mobile)
10.2022 - 09.2023
- Assisted large volume of customers daily, prioritizing customer satisfaction and maintaining a positive demeanor.
- Improved core metrics, including NPS, CSAT, and NRS through personalized service and effective issue resolution.
- Conducted coaching sessions that enhanced customer experience and strengthened operational metrics.
- Successfully managed billing inquiries, orders, account adjustments, and sales-related conversations that contributed to revenue growth.
- Trained, coached, and supported new agents to strengthen confidence, performance, and customer handling quality.
- Facilitated coaching sessions that contributed to improved customer experience and operational metrics.
- Stepped in for managers during high-volume periods to help maintain service delivery, KPIs, and team coordination.
- Suggested process improvements based on KPI trends to enhance service quality and agent efficiency.
- Built rapport with callers through empathy, clarity, and follow-through, promoting loyalty and satisfaction.
- Established rapport with callers through empathy and clarity, fostering loyalty and enhancing satisfaction.
IT Support Specialist
iPlace Electronics Limited
08.2022 - 10.2022
- Enhanced in-store customer experience by presenting products effectively, assisting with device setups, and offering personalized support.
- Assisted with purchase decisions, troubleshooting, and handling device data transfers for walk-in customers.
- Managed Instagram ads, collaborated with content creators, and coordinated promotional activities to increase visibility.
- Cultivated strong client relationships and delivered after-sales support to foster trust and encourage repeat business.
- Supported business operations through data entry, appointment planning, inventory tracking, and travel arrangements.
- Executed marketing shoots and coordinated content schedules to ensure alignment with branding and campaign goals.
Assistant Project Manager Intern
Jedison Company
08.2021 - 07.2022
- Managed 50-unit residential apartment project from planning to handover by prioritizing tasks based on urgency, resource availability, and alignment with organizational goals.
- Coordinated contractor workflows, materials, and timelines to ensure smooth execution and deadline adherence.
- Coordinated workflows, materials, and timelines for contractors to facilitate smooth execution and meet deadlines.
- Streamlined work processes to improve productivity, communication, and resource use.
- Maintained client updates, documentation, and reporting to ensure transparency and stakeholder alignment.
- Oversaw subcontractor relationships to maintain quality workmanship while adhering to deadlines and budgets.
Real Estate Specialist
Jav Developers
10.2020 - 08.2021
- Increased property sales by developing and implementing effective marketing strategies.
- Streamlined the property acquisition process, effectively managing all paperwork and documentation requirements.
- Assessed financing options for clients seeking mortgage loans by collaborating with lending institutions.
- Successfully converted four qualified prospects into verified homeowners through relationship building and consistent follow-up.
- Engaged prospective buyers via inbound and outbound communication, fostering interest and facilitating connections.
- Facilitated property listings, managed inquiries, and coordinated viewings for Aspire Heights development, enhancing buyer experience.
- Converted four qualified prospects into verified homeowners through relationship building and diligent follow-up, demonstrating effective sales strategy.
- Ensured accurate documentation and smooth onboarding throughout the purchasing process.
Project Manager & Logistics Support
Design Forty Ltd
11.2018 - 09.2020
- Managed seasonal décor and design projects for corporate clients, resulting in timely and seamless execution.
- Coordinated logistics, procurement, and installations to enhance operational efficiency.
- Delivered excellent customer service by addressing inquiries and fostering client loyalty.
- Delivered excellent customer service, handling inquiries and ensuring repeat business.
- Maintained video conferencing systems for internal and external meetings.
Education
Bachelor of Commerce - Business Information Systems
University of Nairobi
Nairobi12-2020
Skills
- Administrative support
- Customer Service
- Customer Relationship Management
- Support platforms (Zendesk, Intercom, Gorgias)
- Project Coordination
- Microsoft Office expertise
- Troubleshooting and technical problem-solving
- Quality assurance
- Familiarity with AI assistants
- Leadership & Mentorship Training & Coaching Team Collaboration
- Excellent communication in English (Oral & Written)
- Cross-cultural communication
- Conflict Resolution
- Team dynamics
Accomplishments
- Generated high-quality leads across 6 counties, contributing to a 30% client base growth through targeted marketing and follow-up.
- Resolved 1,000+ technical and customer support issues while maintaining a 95%+ customer satisfaction score.
- Handled 50+ customer interactions daily, consistently meeting KPIs for quality, call time, and customer experience.
- Reduced customer line cancellations from 8% to 4% within one month through proactive retention and problem-solving.
- Successfully trained and coached 3+ new agents, improving team confidence, performance, and service quality.
- Converted qualified prospects into verified homeowners through consistent follow-up, documentation accuracy, and relationship management.
Certification
Google IT Support – COURSERA
Timeline
Sales/Marketing Coordinator & Executive Assistant
San-Mic Media Limited
07.2024
Virtual Assistant & Customer Service Specialist
Africa Data School
10.2023 - 07.2024
Call Center Agent & Subject Matter Expert
CCI Kenya (Metro by T-Mobile)
10.2022 - 09.2023
IT Support Specialist
iPlace Electronics Limited
08.2022 - 10.2022
Assistant Project Manager Intern
Jedison Company
08.2021 - 07.2022
Real Estate Specialist
Jav Developers
10.2020 - 08.2021
Project Manager & Logistics Support
Design Forty Ltd
11.2018 - 09.2020
Bachelor of Commerce - Business Information Systems
University of Nairobi
OTHER EXPERIENCE
2022 – 2023: Remotasks - AI Model Training & Data Labelling