Vincent Oruko

I’m a people-centered professional passionate about the evolving relationship between humans and technology. My career journey spans delivering high-volume, world-class customer experiences at KFC to developing AI literacy and digital operations expertise through the ALX AI Career Starter Kit and Virtual Assistant programs.

Currently, I serve as a Customer Care Executive at iSON Xperiences, where I support large-scale customer operations in a fast-paced, performance-driven environment. In this role, I handle complex customer interactions, resolve service issues with empathy and efficiency, and contribute to customer satisfaction and retention across diverse digital channels. Working within a global BPO environment has strengthened my ability to manage high-pressure situations, interpret customer needs quickly, and deliver consistent, quality outcomes.

I thrive in collaborative environments where adaptability, emotional intelligence, and precision make the difference. Whether moderating AI research sessions, managing client interactions, or supporting data-driven decision-making, I bring curiosity, creativity, and a results-oriented mindset to every project.

My experience across customer experience, AI literacy, and digital operations positions me uniquely at the intersection of human insight and intelligent technology.

Now, I’m focused on building a career where AI meets customer experience, helping global teams design smarter systems, improve digital interactions, and create technology that better understands and serves people.

Customer Support Agent at iSON Xperiences (SHEIN Project) (2026-02 – Present)

• Support SHEIN customers globally via chat and email
• Handle 80–100+ daily interactions across 3–5 concurrent chats
• Maintain 99% FRT, 95% CSAT, and 96% QA scores
• Resolve payments, refunds, delivery, and account issues
• Perform troubleshooting and escalate complex cases
• Use Zoho Desk, Slack, Notion, and MS Office tools
• Work in KPI-driven remote environment

Customer Service & Drive-Thru Cashier at KFC Kenya (2024-10 – 2026-01)

• Served up to 70 vehicles per shift in drive-thru
• Managed orders, payments, and customer interactions
• Maintained speed and accuracy under pressure
• Resolved customer complaints in real-time

Administrative Assistant / Virtual Assistant at TSC (2022 – 2024)

• Provided scheduling, email, and admin support
• Managed data entry and reporting
• Handled Outlook email coordination
• Maintained organized documentation and workflows