Michelle Masiga
Remote, Kenya
SUMMARY
Customer Success and Support Specialist with 5 years of experience delivering exceptional service across healthcare, tech, and retail sectors. Adept at managing client relationships, resolving complex issues, and optimizing workflows through CRM tools such as Zendesk, Zoho, and HubSpot. Skilled in transforming customer feedback into actionable insights and driving retention through empathy-driven communication.
• Improved customer satisfaction by 30% through proactive communication and issue resolution at Bolt Kenya.
• Managed multichannel support (email, chat, and phone) for healthcare clients at Adelphi Medical Staffing, maintaining a 95% satisfaction rate.
• Streamlined response workflows using HubSpot and Google Workspace, saving 10+ hours per week.
PROFESSIONAL EXPERIENCE
Adelphi Medical Staffing | Remote, USA
Medical Staffing Specialist / Customer Support CoordinatorOct 2022 – Jan 2025
Adelphi Medical Staffing is a U.S.-based healthcare staffing agency providing workforce solutions nationwide.
• Delivered responsive customer and candidate support through multichannel communication (email, chat, and phone).
• Coordinated between clients, healthcare professionals, and internal teams to ensure smooth placement operations.
• Maintained 95% satisfaction scores through prompt issue resolution and empathetic communication.
• Improved response time by 25% using Zoho CRM automations and tracking tools.
Bolt Kenya | Hybrid, Kenya
Customer Support & Logistics Coordinator Apr 2021 – Apr 2022
Bolt Kenya is one of Africa’s leading mobility platforms connecting riders and drivers.
• Resolved rider and driver issues across social media and email, boosting customer satisfaction by 30%.
• Handled escalations with empathy and precision, reducing repeat complaints by 20%.
• Supported operational logistics, ensuring smooth coordination between customer support and driver management teams.
• Collaborated with regional teams to improve communication processes and enhance service delivery.
Technobrain Limited | Nairobi, Kenya
Recruitment & Administrative Coordinator Feb 2021 – Apr 2021
Technobrain Limited is a pan-African IT solutions provider specializing in enterprise and HR services.
• Supported recruitment operations and administrative workflows, ensuring timely onboarding and communication.
• Automated reporting systems, increasing efficiency by 25%.
• Maintained high-quality client and candidate interactions to uphold service standards.
The Vault Gift Shop | Nairobi, Kenya
Executive Assistant & Marketing Consultant Jan 2020 – Dec 2020
The Vault Gift Shop is a boutique retail brand offering curated lifestyle products.
• Delivered personalized support via phone, email, and social channels, ensuring consistent customer satisfaction.
• Managed marketing initiatives that boosted engagement by 90%.
• Supported administrative operations, including vendor coordination and daily communications.
Freelance Roles | Remote
AI Annotator – RWS Group | Social Media Manager – SocialmediawithmoeFeb 2025 – Present
• Supported clients with AI data labeling, ensuring accuracy and quality in text, image, and audio datasets.
• Managed content strategies, community engagement, and reporting for social media clients.
• Improved engagement rates by 40% through consistent and customer-focused content execution.
EDUCATION
BSc Horticulture – University of Nairobi (2018)
TECHNICAL SKILLS
CRM Tools: Zendesk, Zoho, HubSpot
Project Management: ClickUp, Trello, Google Workspace
Communication Tools: Slack, Zoom, Microsoft Teams
Automation & Scheduling: Calendly, Zapier, Asana
Analytics & Reporting: Excel, Google Sheets, Data Studio
CERTIFICATIONS
• Social Media Management Certification
• Empowering Women to Lead and Change the World Certification
