Christine Waruguru Mwai

By Christine Mwai Virtual Assistant | Customer Support Specialist 2023 - 2025 WORK I have strong skills in both virtual assistance and customer support, with hands-on experience handling email, phone, and live chat inquiries in remote settings. I’m proficient with CRM tools like Zendesk, Freshdesk, and Intercom, and I’m comfortable managing schedules, booking appointments, and organizing digital files. My communication is clear and empathetic, and I excel at multitasking across platforms like Google Workspace, Zoom, and Slack. I work well independently, meet deadlines consistently, and take pride in delivering smooth, professional support that leaves customers feeling heard and valued. EDU CATION BSC. MATHEMATICS JOMO KENYATTA UNIVERSITY 2019 - 2023 CERTIFICATE IN V.A ALX 2023 EXPERIENCE Customer Service Agent Call Center International (CCI), Kenya January 2024 – January 2025 Delivered professional support via inbound and outbound calls, email, and live chat for international clients, including U.S.-based customers. Scheduled and confirmed appointments, followed up with clients, and provided updates with empathy and efficiency. Accurately recorded customer interactions and updates in CRM systems such as Zendesk, Freshdesk, and Intercom. Maintained a 95% customer satisfaction score by actively listening, resolving issues promptly, and demonstrating a calm and friendly phone presence. Collaborated remotely with supervisors and team members through tools like Slack and Zoom, ensuring timely updates and workflow efficiency. Handled sensitive customer information with discretion while adhering to privacy and data protection standards. Adapted quickly to client-specific scripts, tools, and workflows while maintaining productivity under high call volumes. Freelance Virtual Support (Remote – Project-Based) Virtual Client Assistance | Ongoing ·Supports clients in customer interaction tasks, basic admin work, and appointment coordination. ·Assists in CRM updates, schedule client calls, and provide warm follow-ups. ·Delivers professional support across different time zones, including US EST hours. SKILLS SOFT SKILLS Excellent Communication Collaboration Time Management Problem Solving Adaptability Strong attention to detail Confidentiality and Discretion TECHNICAL SKILLS Proficient in Google Workspace Experienced in Microsoft Office Skilled in Customer Support Knowledgeable in project management tools Strong Understand of CRM tools Ability to learn new software SOFTWARE PROFICIENCY LET’S WORK TOGETHER CHRISTINE MWAI -