Mueni Violet Muisyo
Remote Customer Service Executive
Summary
Customer Support and Customer Operations Specialist with 17+ years of experience , including remote-first roles supporting International customers via chat and email . Proven ability to deliver high CSAT, manage high ticket volumes, and resolve complex customer issues using platforms such as Zendesk, CRM systems, Slack, Jira, and Confluence . Known for strong written communication, empathy, accuracy, and consistency in fast-paced, global environments.
Overview
20
20
years of professional experience
Work History
Remote Customer Service Executive
FBS Trading Company
08.2024 - 01.2026
- Provided real-time chat and email support to global customers via Zendesk , ensuring timely and accurate issue resolution.
- Maintained high customer satisfaction while handling high-volume inquiries in a regulated environment.
- Collaborated with cross-functional teams using Slack to resolve escalations efficiently.
- Managed assigned tasks and workflows using Jira , referencing Confluence for up-to-date policies and procedures.
- Reviewed Scorebuddy quality feedback to continuously improve service delivery and compliance.
- Supported customers in a regulated fintech trading environment , ensuring compliance with internal policies and security standards
- Accurately verified customer data and transactions while maintaining confidentiality
- Followed strict SLA and quality guidelines in a high-risk support environment
- Recognized for professionalism, empathy, and consistent adherence to service standards.
Virtual Assistant / Social Media Manager
Carribean Dutchpot
11.2023 - 06.2024
- Delivered customer support via email, inbox messaging, and social media DMs , ensuring prompt and professional responses.
- Created, scheduled, and managed content across Facebook, Instagram, and other platforms.
- Monitored reviews and online feedback, managing the brand's online reputation.
- Supported email marketing campaigns and promotional communications.
Remote Virtual Airbnb Administrative Assistant
Golden Team
01.2022 - 05.2024
- Handled guest communication via email and messaging platforms , ensuring excellent customer experience.
- Managed reservations, calendars, confirmations, cancellations, and refunds.
- Resolved guest issues efficiently, maintaining high satisfaction ratings.
- Coordinated with service providers and handled administrative reporting.
Remote Chat / Model Account Manager
Dream Art Agency
08.2023 - 04.2024
- Engage with fans through chat in a flirtatious and personable manner to foster a strong connection.
- Develop and nurture relationships with fans by maintaining consistent communication and ensuring their satisfaction.
- Regularly schedule and publish content to keep fans engaged and encourage subscriptions.
- Create and curate new content that aligns with the brand and meets fan expectations.
- Implement strategies to maximize content sales and generate revenue.
- Promote exclusive content and special offers to increase fan engagement and drive subscriptions.
- Categorize fans and update fan lists to personalize interactions and targeted promotions.
- Monitor fan feedback and adjust strategies accordingly to enhance customer satisfaction and retention.
- Ensure that all activities comply with OnlyFans policies and guidelines.
Startup Founder
Muisyos Condo
10.2010 - 11.2023
- Creating an appealing property listing, which includes high-quality photos, accurate descriptions, and competitive pricing. Promoting the listing to attract potential guests.
- Responding promptly to inquiries and messages from potential guests, addressing their questions, providing additional information, and coordinating reservations.
- Ensuring that the property is clean, well-maintained, and stocked with essential amenities. Delegating tasks such as housekeeping, maintenance, and restocking of supplies.
- Delegating the welcoming of guests upon their arrival, providing them with keys or access codes, and offering a smooth check-in experience. Similarly, overseeing the check-out process, inspecting the property, and handling any necessary procedures.
- Striving to create a positive guest experience by offering excellent customer service, addressing any concerns or issues promptly, and providing recommendations or information about the local area.
- Managing the financial aspects of the Airbnb business, which includes setting rates, collecting payments, and keeping track of expenses and revenue.
- Familiarizing myself with local regulations, obtaining necessary permits or licenses, and ensuring that the property meets safety and legal requirements.
- Encouraging guests to leave reviews after their stay, responding to guest reviews, and using feedback to improve my property and guest experience.
Customer Digital Operations
Safaricom Limited
02.2014 - 10.2019
- Managed and educated customers across all official Safaricom social media platforms (Facebook, Twitter, online chat).
- Maintained and enhanced Safaricom's brand and image online.
- Escalated issues requiring attention from other departments and ensured follow-up and communication with customers until resolution.
- Trained new staff on work instructions and procedures.
- Reported timely updates on service levels of online tools and social media platforms.
- Collected and analyzed customer feedback on social sites regarding products and services for management review.
- Prepared daily, weekly, and monthly reports on work performance and customer engagement on incidents, outages, promotions, and new product rollouts.
- Monitored and flagged recurring incidents, compiling and sharing pending escalations past Service Level Agreement (SLA) with stakeholders.
- Constantly monitored online customer engagements on blogs, micro-blogs, and other social media sites mentioning Safaricom products and services, bringing critical issues to management's attention.
Customer Experience Operations
Safaricom Limited
04.2013 - 02.2014
- Achieved an average score on the internal process adherence and customer call quality assessment.
- Effectively handled escalated queries and provided detailed steps for resolution, resulting in high performance in Service Request (SR).
- Reported on weekly trends and ensured the timely submission of daily shift handover reports, daily service status reports, and other weekly reports.
- Conducted research and prepared detailed documentation to enhance data services, product use, and overall customer experience.
- Achieved expected adherence levels, provided first-call resolution, and collected feedback on customer experiences with services and products.
- Ensured adherence to SLAs on SRs and calls, and managed business phone lines and resources.
- Actively participated in initiatives that fostered brand affinity and innovation, developing impactful projects for the organization.
Senior Sales Telemarketer
Intercontinental Hotel
01.2012 - 02.2013
- Generating a leads database from all sources with details of potential clients.
- Calling prospective clients by operating telephone equipment, automatic dialing systems, and other telecommunications technologies.
- Confirming bookings and reservations placed by the Club members.
- Present professional sales speech to potential members.
- Explain the membership cost, terms, and conditions and answer all queries that may arise to the client.
- Adjust sales scripts to better target the needs and interests of specific individuals.
- Replying to emails and doing callbacks to respond to correspondence from clients.
- Follow up on initial sales contacts.
- Schedule appointments to meet prospective clients.
Accountant / Office Administrator
ANKH Women's Clinic
05.2010 - 01.2012
- Timely and accurate receipt of Cash, Card, and Cheque payments from clients.
- Reconciliation of Daily Collections
- Banking of Cheques and Cash daily as Required.
- Preparing Invoices for Insurance Companies and Major Hospitals.
- Statement Preparation.
- Payroll Preparation at the end of every month for each staff member.
- Timely payment of Statutory payments (i.e) Paye, Nhif , Nssf
- Provide Monthly employee Report
Data Entry Clerk
African Institute of Health And Development
08.2009 - 05.2010
- Data coding.
- Data Entry using SSPS/CS Pro.
- Data Cleaning of both the quantitative and qualitative Data.
- Participating in all trainings for Data Entry at the AIHD offices.
- Represent AIHD at all levels as necessary and as designated.
- Engage in any other activities as directed by the institute.
Front Office Coordinator
Housing Finance Bank of Kenya
03.2008 - 02.2009
- Maintain excellent customer relationships.
- Responding to mails made by clients through emails.
- Providing secretarial services.
- Typing, emailing, and receiving calls from prospective clients.
- Monitor calls and provide feedback.
Computer Operations Officer
Electoral Commission of Kenya (ECK)
07.2006 - 01.2008
- Receiving and sorting of voters' Data.
- Scanning of OMR Forms.
- Uploading of voters' data into the database.
- Input of voters' data.
- Updating of the database.
- Continuous registration of voters
- Presiding over the 2007 Parliamentary Nominations
- Printing of Voters Register for the 2007 General Elections
- Tallying of the Election results.
- Data Entry of the Election Results.
Education
Diploma - Front Office in Customer Service
Nairobi Aviation College
Kenya01.2010
Diploma - Social Work And Community Development
Regional Institute of Business Management
Kenya01.2008
Certificate - Microsoft Computer Applications
Magan College of Professional Studies
Kenya01.2007
Qualifications - Typing
Frantech College of Professional Studies
Kenya01.2006
Skills
- Chat & Email Customer Support (Non-Voice)
- Customer Experience (CX) & Customer Operations
- Zendesk CRM Systems Ticket Management
- Slack Jira Confluence
- Issue Resolution & Escalations
- SLA & CSAT Performance
- Knowledge Base & Process Adherence
- Remote Collaboration & Time-Zone Flexibility
Accomplishments
- Award: FBS Quarterly Recognition – Outstanding Customer Representative (2025)
- Award: Safaricom Customer Service Excellence Award (2008)
Languages
English
Swahili
Hobbies
- Cooking
- Journaling
- Social Outings with Friends
- Perfume Sampling
- Scent Exploration
Languages
English
Swahili
Timeline
Remote Customer Service Executive
FBS Trading Company
08.2024 - 01.2026
Virtual Assistant / Social Media Manager
Carribean Dutchpot
11.2023 - 06.2024
Remote Chat / Model Account Manager
Dream Art Agency
08.2023 - 04.2024
Remote Virtual Airbnb Administrative Assistant
Golden Team
01.2022 - 05.2024
Customer Digital Operations
Safaricom Limited
02.2014 - 10.2019
Customer Experience Operations
Safaricom Limited
04.2013 - 02.2014
Senior Sales Telemarketer
Intercontinental Hotel
01.2012 - 02.2013
Startup Founder
Muisyos Condo
10.2010 - 11.2023
Accountant / Office Administrator
ANKH Women's Clinic
05.2010 - 01.2012
Data Entry Clerk
African Institute of Health And Development
08.2009 - 05.2010
Front Office Coordinator
Housing Finance Bank of Kenya
03.2008 - 02.2009
Computer Operations Officer
Electoral Commission of Kenya (ECK)
07.2006 - 01.2008
Diploma - Social Work And Community Development
Regional Institute of Business Management
Certificate - Microsoft Computer Applications
Magan College of Professional Studies
Qualifications - Typing
Frantech College of Professional Studies
Diploma - Front Office in Customer Service
Nairobi Aviation College