Lydia Kanana Mworia

# Customer Experience Specialist and Virtual Assistant

Location KenyaDesired Salary 20 -  USD/hourlyWork preference Full TimeLinks Status   Actively looking Field / Industry Admin & Virtual Assistant

* SharePreferences:Relocation: NoNotice Period: ImmediateSkill Assessments:This user has not passed any tests yet

Languages:  English -

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[Overview](#overview)

## About Me

I am a Customer Experience Specialist and Virtual Assistant with over 3 years of experience managing high-volume client communication, live chat support, and lead engagement. I excel at handling multiple conversations simultaneously while maintaining a friendly and professional tone. My focus is on improving response speed, enhancing customer satisfaction, and driving engagement through consistent and timely communication.

Throughout my career, I have responded to more than 50 client messages daily, achieving a 40% improvement in response times. I am skilled at engaging users with conversational and natural messaging, which has helped increase interaction and retention rates. I also handle lead follow-ups and inquiries, contributing to a 20% increase in conversions.

I maintain brand voice consistency while adapting my tone to suit different customer personalities and needs. My ability to keep conversations active, engaging, and goal-oriented has been key to my success. I am proficient in using various CRM and chat platforms, as well as communication tools like Zoom and Slack.

I am highly detail-oriented, able to multitask effectively, and work independently in remote environments. My written communication skills are clear and professional, ensuring that all client interactions are handled with care and precision.

I am continuously seeking to leverage my skills in customer engagement and retention to contribute to organizational success and enhance client experiences. I am confident that my expertise in live chat support, multitasking, and lead conversion will be valuable assets to any team.

## Skills

### [Time Management](https://jobicy.com/talent/time-management.md)[Microsoft Office](https://jobicy.com/talent/microsoft-office.md)[Slack](https://jobicy.com/talent/slack.md)[Google Workspace](https://jobicy.com/talent/google-workspace.md)[Zoom](https://jobicy.com/talent/zoom.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)

## Education

Meru University  2023  Master of Business Administration

Nazareth Computer College  2020  Diploma in Computer Science

## Experience

Customer Experience & Retention Specialist @ Customer Support & Virtual Assistant  | 2023 - March 2026 Responded to 50+ daily client messages, maintaining a response time improvement of up to 40%. Managed multiple conversations simultaneously without compromising quality or personalization. Engaged users through conversational, natural messaging to increase interaction and retention. Handled lead follow-ups and inquiries, contributing to a 20% increase in conversions. Maintained brand voice while adapting tone based on customer personality and needs. Skilled in keeping conversations active, engaging, and goal-oriented.

Customer Experience Specialist / Executive Virtual Assistant @ N/A  | 2023 - Present Managed high-volume client communication across chat, email, and messaging platforms, improving response time by 40%. Handled multiple conversations simultaneously while maintaining accuracy and professionalism. Increased client engagement and retention through timely and personalized responses. Assisted in lead follow-ups, contributing to a 20% increase in booked interactions.