Zainab Muya

Experience: Customer Care Supervisor | Copia Kenya Limited |August 2022 - Dec 2024 Led a team of 30+ customer service representatives across front-line support, back-office operations, and social media/digital care, achieving a 20% increase in overall customer satisfaction scores within the first year. Developed and implemented a new quality assurance process that improved the team's average quality score from 88% to 94%, enhancing service delivery and reducing errors by 35%. Increased issue resolution SLA compliance from 85% to 98% by introducing an escalation management framework and providing targeted training, resulting in faster and more effective problem resolution. Reduced average response time by 40% through the optimization of team workflows and the implementation of a new ticket management system, directly contributing to a 15% increase in customer retention rates. Launched cross-functional collaboration initiatives with sales, marketing, and product development teams, improving communication efficiency and reducing the resolution time for escalated issues by 50%. Identified and implemented strategies for personalizing customer interactions, increasing customer loyalty by 25% and leading to a 10% increase in repeat business. Key Achievement: Awarded "Best Leadership in Customer Service Operations" by the Customer Service Director, East Africa, in February 2023 for exceptional leadership and results-driven performance. Customer Care Back Office Representative | Copia Kenya Limited | August 2021 - July 2022 Handled over 150 customer inquiries daily across multiple channels (phone, email, chat, social media), maintaining a 98% resolution rate and contributing to a 30% reduction in customer complaints. Implemented a customer feedback loop that gathered insights from 95% of interactions, leading to actionable changes that improved customer satisfaction by 15%. Successfully resolved 85% of escalated cases within 24 hours, outperforming the team's target by 10% and maintaining a high standard of customer service excellence. Conducted root cause analysis on recurring customer issues, leading to process improvements that decreased issue recurrence by 20% and improved overall service efficiency. Enhanced team performance by introducing a peer-review system, resulting in a 10% increase in first contact resolution rates. Key Achievement: Recognized as "Customer Service Back Office Top Performer" for three consecutive quarters by the Director of Customer Service, East Africa, for outstanding service delivery and operational excellence. Online Sales Associate | Copia Kenya Limited | October 2020 - July 2021 Increased digital sales conversion rates by 30% through proactive follow-ups on unpaid orders and targeted customer engagement strategies on social media platforms and newsletters. Conducted customer experience surveys and analyzed data to identify pain points, implementing changes that increased customer satisfaction scores by 20%. Trained and onboarded 10+ new team members, reducing the ramp-up time by 25% and improving overall team productivity by 15%. Developed and managed digital engagement campaigns, resulting in a 35% increase in customer engagement and a 10% increase in lead conversion rates. Online Sales Intern | Copia Kenya Limited | January 2020 - September 2020 Contributed to a 50% increase in sales by converting 70% of social media and chat interactions into sales, significantly boosting the team's quarterly targets. Created engaging content for weekly newsletters and SMS campaigns, leading to a 40% increase in click-through rates and a 25% increase in customer engagement. Collaborated with the sales team to develop a new digital marketing strategy that increased online traffic by 30% and enhanced the overall customer experience. Customer Care Intern | Copia Kenya Limited | September 2019 - December 2019 Assisted in resolving over 500 customer issues, achieving a 90% customer satisfaction rate and reducing response times by 50% through effective call handling and follow-ups. Improved customer engagement on social media by 40% through prompt and professional responses, increasing positive feedback and enhancing the company's online reputation. Supported order placement and follow-ups, contributing to a 15% increase in order accuracy and a 20% reduction in delivery complaints.

Speciality: Support Manager