Remote Customer Support & Executive Assistant

Esther Kioi

Las Vegas +1-626-***-**** ************@*****.***

SUMMARY

Customer-focused professional with 5+ years of remote experience providing administrative, customer support, financial coordination, and business support services to clients and businesses across multiple time zones. Skilled in customer communication, data entry, problem-solving, complaint handling, invoice and payment inquiries, and managing multiple priorities in fast-paced remote environments. Demonstrates strong attention to detail, excellent communication skills, and the ability to navigate multiple computer programs while maintaining a positive customer experience. A reliable and adaptable team player with a professional remote work setup, reliable internet connection, and a strong commitment to delivering high-quality customer service. EDUCATION

University of Nairobi, Kenya

Bachelor of Business Administration (BBA) Graduated: 2019 EXPERIENCE

Virtual Executive Assistant & Customer Support Specialist January 2020 – Present Remote, Kenya

• Provide professional administrative and customer support services to remote clients and businesses, ensuring timely responses and high levels of customer satisfaction.

• Respond to customer, client, and vendor inquiries through email and digital communication platforms, providing accurate information and effective solutions.

• Handle customer concerns, billing questions, payment inquiries, and documentation requests with professionalism, patience, and attention to detail.

• Maintain accurate customer, financial, and operational records through high-volume data entry and database management.

• Process and manage 100+ transactions and records weekly while maintaining strong accuracy and quality- control standards.

• Multitask effectively across multiple computer programs, spreadsheets, email platforms, communication tools, and client-specific software.

• Manage competing priorities and deadlines in fast-paced remote environments while maintaining excellent service quality.

• Communicate professionally with clients, customers, vendors, and team members across different time zones.

• Assist with invoice preparation, payment tracking, account follow-up, and resolving discrepancies related to customer and business accounts.

• Maintain organized digital records and documentation using Microsoft Excel, Google Sheets, Google Drive, and other cloud-based systems.

• Identify issues, research solutions, and provide clear information to support effective problem resolution.

• Adapt quickly to new software platforms and client systems, achieving functional proficiency in new tools within short onboarding periods.

• Collaborate with remote clients and team members to support business operations and ensure customer needs are addressed efficiently.

• Handle sensitive customer and business information with professionalism, confidentiality, and discretion. Customer Service Representative Expert / AI Response Evaluator Remote

• Develop high-quality customer service scenarios and case studies involving customer inquiries, conflict resolution, complaint handling, product troubleshooting, communication techniques, empathy, and de- escalation.

• Evaluate customer service responses for accuracy, professionalism, empathy, communication quality, and adherence to customer service best practices.

• Identify opportunities to improve responses to challenging customer situations and provide detailed, constructive feedback.

• Analyze customer interactions to determine appropriate solutions, escalation procedures, and communication approaches.

• Collaborate with customer service and technical professionals to improve the quality and difficulty of customer service scenarios.

• Apply strong critical thinking and attention to detail when reviewing responses and evaluating customer experience outcomes.

• Ensure customer service content reflects professionalism, effective problem-solving, clear communication, and a customer-focused approach.

TECHNICAL SKILLS

Customer Service

Customer Sales Support

Customer Communication

Customer Relationship Management

Data Entry

Attention to Detail

Phone Support

Online Phone Systems

Email Support

Complaint Handling

Conflict Resolution

Problem-Solving

Product & Service Support

Customer Inquiry Resolution

Multitasking

CRM & Computer Systems

Microsoft Office Suite

Google Workspace

Remote Customer Support

Active Listening

Empathy

De-escalation

Team Collaboration

Adaptability

Administrative Support

Payment & Billing Support

Invoice Management

Remote Work

Microsoft Excel

Microsoft Word

Microsoft Outlook

Google Sheets

Google Docs

Google Drive

Gmail

Record Management

Database Management

Zoom

Microsoft Teams

Slack

Google Meet

Email Management

Online Communication Platforms

Remote Collaboration

QuickBooks

RentManager

Payment Processing

Account Reconciliation

Financial Data Entry

ChatGPT

Claude AI

Google Gemini

Microsoft Copilot

PROFESSIONAL STRENGTHS

Positive and customer-focused mindset Excellent verbal and written communication Strong attention to detail and data accuracy Ability to multitask across multiple computer programs Strong problem-solving and conflict-resolution skills Adaptable and comfortable wearing multiple hats Reliable and independent remote worker Team player with strong collaboration skills Quick learner of new systems and software Professional handling of customer concerns and inquiries Strong organizational and time-management skills Comfortable working in fast-paced environments ADDITIONAL INFORMATION

Remote Work Setup: Professional home office with a reliable high-speed internet connection and suitable equipment for remote customer service and sales support. Availability: Available for remote full-time or part-time opportunities and flexible to work with international teams and different time zones. Travel: Willing to travel occasionally as required.

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