Experience:
Work Experience Highlights
Customer Experience Executive, M-KOPA (2020–Present): Over 6 years of experience managing customer onboarding, product activation, complaint resolution, and customer retention. Successfully registered 1,000+ customers, achieved a 95% product activation rate, and improved customer satisfaction through effective problem-solving and support.
Customer Experience Representative, Safaricom (2016–2018): Handled high-volume customer inquiries, maintained a 95% first-call resolution rate, resolved complaints efficiently, and supported fraud prevention initiatives that improved customer trust and service delivery.
Partnership Development Representative, Branson Travel (2014–2016): Built and maintained partnerships with corporate and NGO clients, secured service contracts, and coordinated travel, accommodation, and transport services.
Tutor, African Institute of Research and Development Studies (2013): Delivered training, prepared learning materials, guided students, and supported academic performance through effective teaching and mentorship.
Education:
Bsc.Food Science and Nutrition
Skills:
Customer Service • Customer Experience Management • Client Relations • CRM Systems (Salesforce, HubSpot, Zendesk, Zoho CRM) • Sales & Lead Generation • Customer Retention • Account Management • Stakeholder & Partnership Management • Communication • Problem Solving • Negotiation • Customer Onboarding • Data Analysis & Reporting • Customer Insights • Team Collaboration • G-Suite • Slack • Asana
Additionally:
Dedicated customer service professional with over 10 years of experience in customer support, client relationship management, and problem resolution. Skilled in handling customer inquiries, resolving complaints, building strong customer relationships, and delivering exceptional service in fast-paced environments. Proficient in CRM systems, communication, and customer retention strategies, with a proven ability to enhance customer satisfaction and loyalty. � �
