Abigael Ngotho

• Managed executive calendars, coordinated meetings across time zones, and ensured seamless scheduling using Google Workspace
and Calendly.
• Prioritized and organized inbox communications, drafted professional client responses, and maintained brand consistency across
all correspondence.
• Tracked tasks and follow-ups in Trello and Asana to maintain weekly operational consistency and improve workflow efficiency.
• Created and distributed client newsletters, managing content drafting, scheduling, and delivery to enhance engagement.
• Maintained accurate client data in spreadsheets and CRM systems to support reporting, audits, and decision-making.

• Handled high-volume inbound calls, addressing customer inquiries and providing effective
solutions in line with the companys Standard Operating Procedures (SOPs).
• Delivered empathetic and professional support, fostering positive customer relationships and
enhancing satisfaction levels.
• Collaborated with internal teams to escalate and resolve complex issues while ensuring timely
communication with customers.
• Developed strong interpersonal and communication skills, consistently meeting performance and
quality targets.

• Responded to customer inquiries regarding Bolt products and services, ensuring clear
communication and accurate information delivery.
• Resolved driver and rider issues efficiently, maintaining high levels of customer satisfaction and
fostering long-term loyalty.
◦ Conducted proactive outreach via Zendesk live chat, identifying potential concerns and providing
timely solutions before escalation.
◦ Collected, documented, and analyzed customer feedback to identify trends and recommend
process improvements to management.
• Collaborated with cross-functional teams to escalate and resolve complex cases quickly.
◦
Consistently achieved key performance metrics, including response time, resolution rate, and
customer satisfaction scores.
◦ Maintained professionalism and empathy in every interaction, ensuring a positive customer
experience across all support channels.

• Created and updated daily reports on the number of queries handled, resolutions provided, and
pending cases to support performance tracking.
• Collaborated with team leads and store representatives to escalate and resolve complex cases
efficiently.

• Prepared client-facing reports and maintained CRM records with high accuracy to support business operations.
• Supported onboarding workflows, captured meeting notes, and maintained process documentation for remote teams.
• Facilitated communication between internal teams and external stakeholders to ensure timely project updates and reduce delays.

• Responded to customer inquiries through email, live chat, and phone calls,
delivering timely and solution-oriented assistance to ensure customer
satisfaction.
• Drafted professional, clear, and empathetic email responses that addressed
customer concerns, resolved issues, and maintained a positive brand image.·
Managed live chat conversations by providing real-time support, troubleshooting
problems, and guiding customers through step-by-step solutions.
• Answered incoming phone calls, actively listening to customers, and resolving
queries while maintaining a courteous and professional tone.
• Collaborated with internal teams to escalate and resolve complex issues
efficiently.
• Maintained accurate and detailed records of customer interactions in the CRM
system to support future reference and process improvements.
• Consistently met and exceeded performance targets, including response time,
resolution rate, and customer satisfaction scores.

• Responded to customer inquiries via email and live chat using Zendesk, achieving high satisfaction and resolution rates.

• Delivered administrative support including file management, data organization, and scheduling for multiple clients.
• Provided customer communication support and tracked client follow-ups to maintain service quality and responsiveness.

• Resolved driver and rider issues via email and chat, documented feedback, and recommended process improvements to enhance
service delivery.