Asumta M.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformAbout
Asumta N. is a dedicated and customer-focused professional based in Nairobi, Kenya, with over three years of experience in customer care, quality assurance, and front office operations. Currently employed at Chapeo Capital Limited, she excels in handling customer inquiries, resolving complaints, and ensuring compliance with quality standards, which has honed her communication, analytical, and problem-solving skills. Her career includes roles in the hospitality industry as a Customer Service Representative at Kyaka Hotel, Front Office Executive at Ciala Resort, and Receptionist at Shammah Guest House, where she developed a capacity to deliver exceptional service in fast-paced environments. Acknowledged as a Top Quality Performer in December 2025, Asumta values excellence and continuous improvement. Her expertise extends to operating CRM platforms and digital communication tools. As a professional comfortable with remote work, she is adept at maintaining productivity across different time zones, contributing effectively to distributed teams.
Experience
Customer Care Specialist (Remote)
HubSpot · 2023 — 2024Responded to customer inquiries via phone, email, live chat, and social media efficiently. Resolved complaints, providing effective solutions while ensuring customer satisfaction. Maintained accurate records in the CRM system and handled order processing, account updates, refunds, and billing inquiries. Escalated complex issues to appropriate departments and followed up for resolution. Met performance targets, including quality and customer satisfaction metrics, while educating customers on products and services.Customer Care and Quality Assurance
Chapeo Capital Limited · 2024 — PresentHandled customer inquiries across multiple channels, including phone, email, live chat, and social media. Addressed and resolved complaints while providing timely solutions. Offered accurate information regarding products, services, and company policies. Processed customer orders, payments, refunds, and account updates while maintaining precise customer records in CRM systems. Escalated complex issues as needed and followed up to ensure complete resolution, fostering strong customer relationships through excellent service.Front Office Executive
Ciala ResortManaged front office operations, ensuring an organized workflow and smooth guest experiences. Provided exceptional service to guests and handled inquiries promptly.Customer Service Representative
Kyaka HotelEngaged with customers, addressing inquiries and delivering outstanding service during their stay.Receptionist
Shammah Guest HouseWelcomed guests and managed incoming communications, providing informative responses to inquiries and supporting the daily operations of the guest house.Telemedicine Coordinator
Byon8Scheduled, rescheduled, and confirmed virtual patient appointments, while responding to patient inquiries through multiple communication channels. Assisted patients in navigating telemedicine platforms and verified their information within electronic medical records. Coordinated communications among patients, healthcare providers, and laboratories, addressing concerns and escalating urgent issues as necessary.
Skills & Expertise
Education
- Bachelor of Science in Front Office ManagementMachakos University
- Kenya Certificate Secondary EducationMatuu Memorial Girls
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