Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
AssistantManager
JOSHUA PENIEL

JOSHUA PENIEL

Live Chat Engagment Manager
Carrollton,Texas

Summary

Versatile Customer Service & Administrative Professional with 5+ years of experience supporting executives, teams, and clients in remote and high-volume business environments. Proven ability to manage schedules, draft communications, coordinate meetings, conduct research, and streamline processes. Adept at handling client interactions, reporting, and media-related tasks while ensuring high service quality. Skilled in CRM systems, virtual collaboration tools, and project coordination to help businesses operate and scale effectively.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Live Chat Engagement Manager

FrameUpNow
Tucson, AZ
06.2025 - Current
  • Managed 1,000+ monthly live chat inquiries, achieving 95%+ response SLA compliance and boosting engagement rates by 15%.
  • Coordinated 20+ virtual meetings monthly, delivering structured follow-up notes that improved action item completion by 25%.
  • Conducted online research supporting 5+ sales/marketing campaigns, generating data spreadsheets that improved targeting efficiency by 20%.
  • Collaborated with marketing and product teams to build chat templates and scripts, increasing communication consistency by 30%.
  • Generated weekly Salesforce reports that improved leadership decision-making speed by 20%.

Customer Success Specialist / Team Lead

GrubHub
Nairobi
01.2022 - 05.2025
  • Handled 80+ daily support cases across chat, voice, and email with a 95%+ CSAT.
  • Onboarded and coached 10+ new team members, improving training completion rates by 100% and driving 20% higher productivity.
  • Reduced average customer response time by 25% and boosted satisfaction scores by 30% through workflow optimization.
  • Delivered weekly reports from Salesforce, enabling management to resolve 15% more escalations proactively.
  • Facilitated bi-weekly team meetings, tracking KPIs that improved case accuracy by 18%.

Customer Support Associate

T-Mobile (Contract Role)
Nairobi
10.2021 - 12.2021
  • Resolved 50+ daily inquiries via phone/email, maintaining a 90%+ satisfaction rating.
  • Logged interactions in CRM with 100% accuracy, supporting reliable reporting.
  • Identified customer needs and recommended add-ons, driving a 10% increase in upsell revenue during contract period.

Customer Service Representative

Shutterfly Inc.
Nairobi
01.2020 - 09.2021
  • Managed 200+ weekly cases across phone, chat, and email, consistently hitting 95% satisfaction.
  • Partnered with the Ops team to streamline workflows, reducing resolution times by 20%.
  • Provided accurate product research and troubleshooting, cutting repeat inquiries by 15%.
  • Supported promotional campaigns by fielding 100+ customer queries weekly and coordinating with marketing to boost campaign engagement.

Education

Bachelor's Degree - Hospitality and Tourism Management

Mount Kenya University
07.2019

Skills

  • Executive & Administrative Support
  • Email & Business Communication Drafting
  • Client & Customer Relationship Management
  • Scheduling & Calendar Management
  • Online Research & Data Collection
  • Reporting & Data Analysis
  • CRM Tools: Salesforce
  • CRM Tools: Zendesk
  • CRM Tools: Slack
  • Process Improvement & Workflow Optimization
  • Remote Work Operations
  • Problem-Solving & Multitasking

Websites

Certification

  • Customer Service Certification | CCI Global
  • Leadership & Management Training

Languages

English

Timeline

Live Chat Engagement Manager

FrameUpNow
06.2025 - Current

Customer Success Specialist / Team Lead

GrubHub
01.2022 - 05.2025

Customer Support Associate

T-Mobile (Contract Role)
10.2021 - 12.2021

Customer Service Representative

Shutterfly Inc.
01.2020 - 09.2021

Bachelor's Degree - Hospitality and Tourism Management

Mount Kenya University

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JOSHUA PENIELLive Chat Engagment Manager