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I'm Faith Gatiba, a Customer Support and Onboarding Specialist with 7+ years of experience across BPO, e-commerce, and hospitality industries. I excel at managing high-volume customer interactions, onboarding and training new hires, QA, and leading remote teams with empathy and clear communication. I thrive in cross-cultural environments, enjoy creating helpful onboarding materials and training programs, and am skilled at turning feedback into improvements that boost retention and engagement.…I'm Faith Gatiba, a Customer Support and Onboarding Specialist with 7+ years of experience across BPO, e-commerce, and hospitality industries. I excel at managing high-volume customer interactions, onboarding and training new hires, QA, and leading remote teams with empathy and clear communication. I thrive in cross-cultural environments, enjoy creating helpful onboarding materials and training programs, and am skilled at turning feedback into improvements that boost retention and engagement.

Faith Gatiba

Presenter, Content Creator, Content Producer, +3

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I'm Faith Gatiba, a Customer Support and Onboarding Specialist with 7+ years of experience across BPO, e-commerce, and hospitality industries. I excel at managing high-volume customer interactions, onboarding and training new hires, QA, and leading remote teams with empathy and clear communication. I thrive in cross-cultural environments, enjoy creating helpful onboarding materials and training programs, and am skilled at turning feedback into improvements that boost retention and engagement.…I'm Faith Gatiba, a Customer Support and Onboarding Specialist with 7+ years of experience across BPO, e-commerce, and hospitality industries. I excel at managing high-volume customer interactions, onboarding and training new hires, QA, and leading remote teams with empathy and clear communication. I thrive in cross-cultural environments, enjoy creating helpful onboarding materials and training programs, and am skilled at turning feedback into improvements that boost retention and engagement.

Available to hire

I’m Faith Gatiba, a Customer Support and Onboarding Specialist with 7+ years of experience across BPO, e-commerce, and hospitality industries. I excel at managing high-volume customer interactions, onboarding and training new hires, QA, and leading remote teams with empathy and clear communication.

I thrive in cross-cultural environments, enjoy creating helpful onboarding materials and training programs, and am skilled at turning feedback into improvements that boost retention and engagement.

Skills

CRM

Copywriting

Presentation Design

Experience Level

CRM

Expert

Copywriting

Intermediate

Presentation Design

Intermediate

Work Experience

Onboarding Specialist at TalentPop

November 1, 2023 - Present

Led end-to-end onboarding for new hires, ensuring smooth integration into teams and client accounts. Prepared onboarding tools, manuals, system credentials, and guidelines. Introduced new hires to company culture, workflows, and performance expectations. Coordinated technical setup and provided first-level IT support for hardware and software access. Organized and facilitated product demos, software training, and company presentations. Scheduled and coordinated Customer Success Manager meetings for new hires. Conducted quality assurance reviews during the first 30 days of agent performance. Collected onboarding feedback and implemented improvements to enhance retention and engagement. Set up internal communication channels to streamline collaboration between clients and teams.

Customer Support Representative at Influx

December 1, 2020 - November 30, 2023

Provided multi-channel customer support via voice, email, and live chat for B2C and B2B clients. Resolved 120+ tickets daily while meeting SLAs and quality benchmarks. Documented issues in CRM and ticketing tools; escalated complex technical and account-related issues to senior teams. Demonstrated empathy and professionalism for frustrated and high-priority customers. Worked remotely with minimal supervision while meeting performance targets. Acted as a senior agent by mentoring junior team members and supporting onboarding initiatives. Facilitated training on product knowledge, voice support, chat etiquette, and confidence building. Reviewed assignments and assessed performance during training; prepared learning materials. Handled sensitive transactions including order placements, refunds, and payments. Served as an interim team lead on operational tasks when needed.

Reservations Coordinator at Lake Nakuru Lodge Ltd.

July 1, 2020 - December 31, 2022

Managed hotel reservations via phone, email, and central reservation systems. Coordinated bookings, cancellations, and amendments with front office and sales teams. Monitored seasonal sales trends to support pricing and occupancy strategies. Managed advance deposits and processed reservation payments. Issued receipts and maintained accurate reservation records. Liaised with tour operators and travel agents to secure discounts and repeat business.

Reservations Officer / Receptionist at Lake Nakuru Lodge Ltd.

April 1, 2019 - July 31, 2020

Served as the first point of contact for guests, ensuring professional and courteous service. Maintained front office organization, records, and filing systems. Tracked room availability and supported occupancy and revenue forecasting. Assisted guests with inquiries and provided tourism information to enhance guest experience.