Kasiva Mbole

Linda Mbole Nairobi, Kenya |-| -| Remote/On-Site Professional Summary Reliable and detail-oriented Customer Service Specialist with a background in virtual store management, social media community handling, and administrative coordination. Skilled in supporting eCommerce and dropshipping businesses through professional email/chat communication, issue resolution, and customer retention. Known for delivering friendly, efficient support while ensuring smooth internal workflows and customer satisfaction. Core Competencies - Email & Chat Customer Support - Shopify / Dropshipping Support - Order & Returns Management - Social Media Community Management - Google Workspace & Microsoft Office - Gorgias / Zendesk (Familiar) - Conflict Resolution & Problem Solving - SOP & Template-Based Support - Remote Team Coordination - Customer Experience (CX) Work Experience Customer Service & Community Management Support Various Clients (Blueband Kenya, Visa East Africa, Bellerue, Verlomoda.) | Freelance / Contract | 2022 – 2025 - Responded to customer inquiries across social platforms and email, ensuring professional, timely, and empathetic communication. - Managed customer engagement and moderated communities on Facebook, Instagram, and TikTok. - Scheduled content and tracked activity, contributing to campaign planning and timely reporting. - Maintained accurate records and reports for internal stakeholders. - Supported customer satisfaction during high-engagement campaigns and managed crisis responses calmly. Program Support & Logistics Assistant Empowerment Projects – Kenya | Contract | 2021 – 2022 - Coordinated program logistics, communication, and fieldwork across multiple counties. - Handled inquiries, requests, and feedback from local communities, schools, and stakeholders. - Supported field teams with timely delivery of materials, accurate data tracking, and reporting. - Ensured professional and culturally sensitive communication in diverse environments. Programs Supported: Girls Empowerment, Boys Programming Schools & Centers: MCDC Dandora, Mathare, Karuku Primary, and others. Administrative Assistant – Insurance Support General Accident, Sanlam, Madison (via Partner Agency) | 2017 – 2021 - Responded to customer requests for policy and claim updates. - Booked claims and generated documentation such as LOUs. - Maintained smooth communication flow between clients, field teams, and support offices. - Supported logistics for supplies and internal coordination across five counties. Education Bachelor of Commerce – Procurement & Supply Chain Management - University of Nairobi Kenya Certificate of Secondary Education - Our Lady of Assumption Secondary School Professional References Available on request.