Michelle Masiga

With five years of experience spanning healthcare staffing, mobility technology, IT services, retail, and freelance roles, I have built a strong foundation in customer success, relationship management, and operational coordination. Throughout my career, I have consistently delivered high-quality client experiences across diverse industries, both remotely and on the ground in Kenya.

My most substantial role to date was as a Medical Staffing Specialist and Customer Support Coordinator at Adelphi Medical Staffing, a U.S.-based healthcare staffing agency, where I worked remotely from October 2022 to January 2025. Over more than two years, I served as a key link between clients, healthcare professionals, and internal teams — managing the full support cycle through email, chat, and phone. I maintained a 95% customer satisfaction rate through empathetic communication and timely issue resolution, and introduced efficiencies by leveraging Zoho CRM automations that improved response times by 25% and streamlined day-to-day workflows.

Before that, I worked as a Customer Support and Logistics Coordinator at Bolt Kenya, one of Africa's leading ride-hailing platforms, from April 2021 to April 2022. In this hybrid role, I managed rider and driver concerns across social media and email channels, achieving a 30% improvement in customer satisfaction and reducing repeat complaints by 20% through careful escalation handling. I also collaborated with regional teams to strengthen cross-functional communication and supported operational logistics between customer support and driver management — working at the intersection of client-facing and operational responsibilities.

Earlier in 2021, I served as a Recruitment and Administrative Coordinator at Technobrain Limited, a pan-African IT solutions provider in Nairobi. Though the tenure was short, I made a measurable impact by automating reporting systems, increasing efficiency by 25%, while supporting onboarding and recruitment operations with a strong focus on client and candidate experience.

In 2020, I took on the role of Executive Assistant and Marketing Consultant at The Vault Gift Shop, a boutique retail brand in Nairobi. This position allowed me to combine customer service with marketing strategy — managing multi-channel communications while leading campaigns that drove a 90% increase in engagement. I also handled vendor coordination and administrative operations, giving me broad exposure to small business management.

Most recently, since February 2025, I have been working in freelance roles across two concurrent engagements: as an AI Annotator for RWS Group, supporting AI development through text, image, and audio data labeling; and as a Social Media Manager for Socialmediawithmoe, where I manage content strategy, community engagement, and performance reporting. My work has yielded a 40% improvement in engagement rates for social media clients, reflecting my ability to translate strategy into measurable outcomes.

Across all my roles, I have developed fluency in leading CRM platforms, including Zendesk, Zoho, and HubSpot, and am comfortable working across project management tools like ClickUp, Trello, and Asana. My technical range also extends to communication tools like Slack and Zoom, automation solutions like Zapier and Calendly, and reporting tools such as Google Sheets and Data Studio, equipping me to work efficiently in a fast-paced, tech-enabled environment.