Esther Matara
Virtual Assistant
Nairobi, Kenya·4 years experience
Resume Verified
About
Esther Matara is a client-focused customer support and operations specialist with extensive remote experience. She brings over 4 years of expertise in administrative and customer support roles, specializing in client relationship management and issue resolution. Esther is HubSpot CRM certified and adept at handling customer inquiries, follow-ups, and scheduling across various digital channels. She is seeking opportunities to leverage her skills in a dynamic customer support environment.
Experience
Virtual Assistant | Administrative and Customer Support
2022 – Present · 4 yrs 10 mos- Managed customer and client inquiries via email and digital channels with timely, professional responses.
- Followed up consistently with customers to track outstanding requests and ensure issue resolution.
- Maintained accurate customer information, notes, and communication history in CRM and business systems.
Customer Service Representative | E-Commerce Support
2021 – 2022 · 1 yr- Responded to customer inquiries and support requests, identifying needs and providing clear solutions using Gorgias.
- Followed up on outstanding issues and order concerns, updating CRM with interaction notes.
- Coordinated with internal teams to resolve issues and escalated cases, building customer relationships.
Healthcare and Administrative Support
- Supported client-facing administrative workflows requiring accuracy and confidentiality.
- Coordinated appointments, scheduling, and records while managing multiple priorities.
Skills
Customer Support & CRM
HubSpot CRM CertifiedClient Relationship ManagementCustomer CommunicationLead and Inquiry Follow-UpCRM ManagementClient Needs AssessmentIssue ResolutionObjection and Concern HandlingNegotiation SupportPhone and Email CommunicationHubSpot CRMGoHighLevelSalesforceGorgiasRingCentralDialpad
Administrative & Operations
Transaction and Workflow CoordinationDocumentationRemote CollaborationTime Management
Compliance & Certifications
HIPAA Certification
HubSpot CRMClient Relationship ManagementCustomer CommunicationIssue ResolutionCRM ManagementPhone and Email Communication
Languages
English (C1/C2)Swahili (native)Oromo (native)
Education & Certifications
BA in Linguistics
Kenyatta University
HubSpot CRM Certification
HIPAA Certification
Hiring for a role like this? Post a job.