Lucy Ngigi
Chat Support Representative | Customer Support | Client Service
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About
Customer-focused support professional with 4+ years of experience in customer service, remote chat moderation, client communication, order processing, complaint resolution, and social-media support. Experienced in managing live chats and customer inquiries, resolving issues professionally, escalating complex concerns, and maintaining accurate customer records. Achieved a 99%+ chat compliance rate while managing high-traffic chat sessions.
ALX-certified Virtual Assistant with strong written communication, multitasking, problem-solving, and customer-first skills.
Experience
Chat Moderator (2024-08 – 2025-07)
Managed live chats and messaging channels, maintaining respectful, safe, and engaging online conversations.
- Responded promptly to customer concerns and escalated technical or policy-related issues when necessary.
- Used moderation tools and dashboards to monitor user activity, reports, and high-traffic chat sessions.
- Handled conflict calmly and professionally while protecting a positive user experience.
- Maintained a 99%+ chat compliance rate through proactive moderation and quick response times.
- Helped reduce manual workload through keyword filtering and automation tools.
Customer Service Representative at House of Party Supplies Kenya Limited (2021-03 – 2024-06)
Handled customer inquiries through phone, email, social media, and online communication channels.
- Processed customer orders and coordinated deliveries while maintaining accurate records.
- Resolved customer complaints and provided practical solutions to improve customer satisfaction.
- Guided customers in selecting suitable products and provided personalized recommendations.
- Maintained strong relationships with repeat customers through timely, professional service.
- Collaborated with team members to resolve customer issues and keep service operations running smoothly.
Social Media Manager / Party Planner at House of Party Supplies Kenya Limited (2019 – 2024)
- Managed social-media accounts and responded to customer comments, reviews, and messages.
- Created and scheduled online content and monitored customer engagement and social-media insights.
- Coordinated clients, vendors, schedules, logistics, and event requirements while meeting deadlines.
Education
Virtual Assistant Certification – ALX Africa (2024)
Kenya Certificate of Secondary Education (KCSE) – St Elizabeth High School (2015)
