Eva W.
Mid-Level Automotive Operations Agent
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About
Eva W. is a dual-focused professional combining over 3 years of automotive technical expertise with more than 5 years in customer service, retail, and operations roles across the automotive assistance and green energy industries in Nairobi. As an Operations Agent / Dispatcher at 24 Hours Group, she coordinates international roadside assistance, manages complex logistics through digital and voice channels, and ensures rapid response by mapping client locations and vendor coordination. Eva is proficient in CRM systems (3CX, Ameyo), virtual collaboration tools like Zoom, and POS financial administration, handling sensitive payment information securely and maintaining full PCI compliance. Her background includes hands-on vehicle diagnostics and repairs as an Automotive Engineering Technician at Thika Garage, high-volume cash management in textile retail, and managing customer accounts at Deevabits Green Energy.
Experience
Operations Agent / Dispatcher
24 Hours Group (formerly 24 Hours Towing and Roadside) · 2026 — PresentFocused on service excellence within the Operations department, emphasizing agent protocols and problem-solving. Managed international roadside assistance requests, coordinating logistics across various time zones. Operated in a dynamic 'Zoom Room' environment, ensuring real-time communication with colleagues to meet KPIs. Mapped client locations to connect them with the closest available vendors, facilitating rapid service delivery. Processed service payments while handling sensitive credit card information, maintaining compliance with security standards.Retail Operations Assistant
Baltic Textiles, Nairobi · 2025 — 2025Oversaw POS systems and ensured daily cash transactions were reconciled accurately. Assisted in the management of store operations and inventory for a high-volume retail environment.Customer Service Representative
Deevabits Green Energy, Nairobi · 2022 — 2024Handled high-trust accounts and effectively de-escalated complex customer issues. Tracked customer interactions using 3CX and Ameyo CRM, achieving high quality assurance scores.Automotive Engineering Technician (Attachment)
Thika Garage, Thika · 2019 — 2021Executed diagnostics on mechanical faults and performed repairs on primary components, including alternators and starters. Maintained detailed technical records of all work conducted and parts utilized.
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