Ian Mwiti

IAN MWITI Kahawa Wendani, Kenya | - |-| P.O BOX 120,00232 | LinkedIn: www.linkedin.com/in/ianmwiti PROFESSIONAL SUMMARY Remote-ready Customer Care Specialist with over 3 years of experience delivering exceptional support across distributed teams and global customer bases. Proven ability to resolve inquiries efficiently, manage executive schedules, and improve workflow processes. Passionate about contributing to purpose-driven companies that support remote workers and global communities. Tech-savvy, detail-oriented, and driven to provide human-centered service in fully remote settings. WORK EXPERIENCE Freelancer – Virtual Assistant | Sales Development Representative | Executive Assistant | Customer Support(Remote) | February 2025 – Present ●​ Delivered administrative, sales, and operational support to remote teams, entrepreneurs, and small businesses. ●​ Generated 300+ qualified leads through cold outreach (email, phone, and LinkedIn) and followed up on warm prospects. ●​ Managed executive inboxes, meeting schedules, CRM systems, and sales pipelines for multiple clients. ●​ Offered live chat, email, and voice support, resolving inquiries with a 95%+ satisfaction rate. ●​ Drafted pitch materials, created task trackers, and assisted in coordinating virtual events and internal meetings. ●​ Supported backend processes including data entry, research, reporting, and documentation across time zones.​ Tools used: Google Workspace, Slack, Zoom, Calendly, and Microsoft Teams. Customer Service Representative Teleperformance – Nairobi, Kenya (Remote) | August 2024 – May 2025 ●​ Provided customer support to international clients, maintaining a 95% satisfaction rate. ●​ Managed executive calendars and appointments remotely, reducing scheduling conflicts by 30%. ●​ Communicated with distributed teams across different time zones to ensure timely resolutions. ●​ Conducted in-depth research to improve customer experience and suggested updates that led to a 20% improvement in service efficiency. ●​ Created and delivered weekly reports on customer feedback, helping management enhance policies. IT Consultant Kahawa Barracks – Nairobi, Kenya | January 2024 – April 2024 ●​ ●​ ●​ ●​ ●​ Delivered technical support and remote system assistance, improving uptime by 25%. Enhanced digital infrastructure and provided remote onboarding for internal users. Conducted training on IT best practices, reducing troubleshooting time by 40%. Documented technical issues and created a solutions database for internal use. Assisted in upgrading internal systems to ensure better cybersecurity compliance. Cyber Attendant B&G Cyber – Nairobi, Kenya | January 2023 – December 2023 ●​ Offered IT and customer support, maintaining 95% client satisfaction in a high-traffic environment. ●​ Streamlined administrative processes and provided data entry services. ●​ Solved customer-facing tech issues remotely, reducing downtime by 40%. ●​ Assisted customers with printing, scanning, and basic tech training. ●​ Managed the cyber café's digital inventory and system backups. Customer Service Representative Majorel Kenya – Nairobi, Kenya | September 2022 – December 2022 ●​ Handled 100+ customer inquiries daily across chat and email. ●​ Managed executive inboxes and scheduled meetings, reducing response time by 41%. ●​ Used CRM tools to track and follow up on client interactions, increasing retention by 27%. ●​ Participated in customer satisfaction initiatives, contributing to improved service delivery. ●​ Resolved billing issues and escalated technical cases to the appropriate departments. Customer Service Agent CCI Kenya – Nairobi, Kenya | May 2021 – August 2022 ●​ Provided omnichannel customer support to local and international clients. ●​ Facilitated cross-team collaboration to meet service targets, reducing project delays by 17%. ●​ Maintained accurate documentation and service logs, reducing errors by 21%. ●​ Educated customers on service features, ensuring better product understanding. ●​ Tracked customer satisfaction metrics and provided regular updates to supervisors. Network Technician Next Thing Networks – Machakos, Kenya | January 2020 – May 2021 ●​ ●​ ●​ ●​ ●​ Installed and supported network infrastructure for small teams and remote users. Trained clients and team members on digital tools and data security practices. Monitored system performance and resolved network connectivity issues. Conducted site visits to assess network layout and optimize performance. Maintained records of installations and technical interventions for auditing. EDUCATION Banking and Finance – Thika Institute of Business Studies Information Communication and Technology – Kabete National Polytechnic Virtual Assistance (Remote Work Certification) – ALX Program KEY SKILLS ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Remote Customer Service & Technical Support Executive Calendar & Email Management CRM & Remote Collaboration Tools (e.g., Google Suite, Slack, Zoom) Global Communication & Time Zone Coordination Workflow Optimization & Process Improvement Research & Strategic Problem Solving Written & Verbal Communication Relationship Management ACCOMPLISHMENTS ●​ ●​ ●​ ●​ ●​ Improved first-contact resolution and response times in multiple roles. Contributed to digital transformation and automation initiatives. Recognized for maintaining high client satisfaction in remote and distributed teams. Successfully supported customer operations across multiple time zones. Developed resources that improved team productivity and onboarding. HOBBIES & INTERESTS ●​ Blogging, Photography, and Travel ●​ Learning about global cultures and remote work trends ●​ Community Engagement and Digital Innovation ●​ Exploring tech tools that improve remote collaboration ●​ Sharing knowledge through online writing and peer support groups REFERENCES 1.​ Kelvin Barasa Quality Assurance Analyst Address:- Amakura Email:-Phone: -.​ Nonzamo Mwende Owner – B&G Cyber Address: Eastern Bypass, Varsityville Estate Phone: - Email: [To be updated when available]