Joan Ngugi

Motivated and adaptable customer service professional with hands-on experience in customer support, sales, administrative assistance, data entry, and digital service environments. Skilled at communicating with customers professionally, resolving inquiries, maintaining accurate records, handling sensitive information, and working effectively in fast-paced environments. Known for being calm under pressure, patient, reliable, articulate, and solution-oriented, with the ability to work independently while maintaining strong teamwork and communication.

Currently expanding expertise in Virtual Assistance, digital administration, content support, and online business tools to provide broader remote support to clients and organizations.

CUSTOMER SERVICE AGENT - Contact Center International (CCI) Kenya

(2025-03 - 2026-07)

• Provided professional and timely customer support through multiple communication channels.
• Handled customer inquiries, complaints, requests, and service-related issues with patience and empathy.
• Identified customer needs and provided appropriate solutions while maintaining a positive customer experience.
• Documented customer interactions and updated information accurately within CRM systems.
• Escalated complex or unresolved issues according to established procedures.
• Maintained professional communication while working toward service-level, quality, and productivity targets.
• Managed multiple customer interactions efficiently in a fast-paced contact-center environment.
• Demonstrated strong listening, communication, problem-solving, and conflict-resolution skills.
• Worked collaboratively with team members while maintaining accountability for individual performance.
• Adapted quickly to changing procedures, systems, customer needs, and business requirements.

SALES PERSON - Wonders Gen Supplies

(2023-09 - 2024-02)

• Assisted customers in selecting products based on their needs and preferences.
• Built positive customer relationships through attentive service and effective communication.
• Processed customer transactions accurately and professionally.
• Maintained product and sales records to support smooth daily operations.
• Monitored inventory and assisted with stock-related activities.
• Responded to customer questions and provided clear product information.
• Supported sales targets through proactive customer engagement and service.
• Handled customer concerns professionally and worked toward satisfactory solutions.

CYBER ASSISTANT - Annatech Technologies Ltd

(2022-11 - 2023-07)

• Assisted customers with online applications, digital services, and general computer-related tasks.
• Provided typing, printing, scanning, photocopying, and document preparation services.
• Performed accurate data entry and maintained customer records.
• Handled confidential customer information responsibly.
• Assisted customers in navigating online platforms and completing digital processes.
• Provided basic technical assistance and troubleshooting for common computer-related issues.
• Maintained organized digital and physical records.
• Delivered friendly and efficient customer service in a busy environment.

NIBS Technical College (2021 - 2022)

Gachoire Secondary School (2016 - 2019)

Magomano Primary School (2013 - 2015)