NINA KERUBO
Virtual Assistant | Customer Support Specialist
Nairobi
Summary
Detail-oriented and tech-savvy Virtual Assistant with 2+ years of experience supporting teams remotely in customer service, communication, and administrative tasks. Proficient in managing calendars, handling client communications, performing data entry, and providing top-tier customer support. A proactive problem solver with excellent multitasking abilities and a passion for helping clients run their operations smoothly.
Skilled customer service professional with proven ability to handle complex inquiries and ensure client satisfaction. Strong communicator known for effective collaboration and adaptability in dynamic environments. Expertise in problem-solving, conflict resolution, and utilizing CRM systems to enhance user experience. Reliable team player dedicated to achieving high-quality results.
Overview
8
8
years of professional experience
Work History
Customer Support Agent
XFusion
07.2022 - 05.2025
- Delivered real-time customer support via email and chat for global clients
- Handled inquiries, complaints, and service requests efficiently
- Analyzed customer feedback and escalated trends to improve service quality
- Managed CRM updates and ensured accurate records of customer interactions
Customer Service Representative
Standard Focus Outsourcing Ltd
01.2020 - 12.2021
- Supported customers via multiple platforms including phone, email, and live chat
- Provided step-by-step tech support and product guidance
- Documented and tracked support issues using internal systems
Field Officer
Ipsos Synovate
04.2019 - 12.2019
- Oversaw data collection for nationwide surveys
- Coordinated field teams and ensured timely reporting of project results
Intern - Corporate Communications
Kenya Ports Authority (ICDN)
01.2019 - 03.2019
- Responded to customer inquiries and assisted in corporate event planning
- Drafted press releases and managed internal communications
Polling Clerk
Independent Electoral and Boundaries Commission (IEBC)
08.2017 - 10.2017
- Facilitated voter interactions and ensured smooth polling operations
Education
B.A. - Diplomacy and International Studies
University of Nairobi
01.2015 - 01.2020
No Degree - Virtual Assistant
ALX
Virtual 04.2001 -
Skills
Administrative Support
undefinedInterests
Volunteering in community-based projects
Reading inspirational and personal development books
Exploring global cultures and virtual collaboration
Tools And Software
- Google Workspace (Docs, Sheets, Calendar)
- Microsoft Office (Excel, Word, Outlook)
- Slack
- Zoom
- Trello
- Asana
- Freshdesk
- Zendesk
- Intercom
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Support Agent
XFusion
07.2022 - 05.2025
Customer Service Representative
Standard Focus Outsourcing Ltd
01.2020 - 12.2021
Field Officer
Ipsos Synovate
04.2019 - 12.2019
Intern - Corporate Communications
Kenya Ports Authority (ICDN)
01.2019 - 03.2019
Polling Clerk
Independent Electoral and Boundaries Commission (IEBC)
08.2017 - 10.2017
B.A. - Diplomacy and International Studies
University of Nairobi
01.2015 - 01.2020
No Degree - Virtual Assistant
ALX
04.2001 -
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