Skills
Core Customer & Client Skills
Customer Experience Management
Customer Success & Retention
Client Relationship Management (CRM)
Service Delivery Management
Customer Journey Mapping
Complaint Resolution & Escalation Handling
Order Management & Fulfillment
Customer Onboarding & Training
Operations & Management
Operations Management
Logistics & Rider Management
Process Optimization
Performance Monitoring & Evaluation
Quality Assurance & Control
Stakeholder Management
Project Coordination & Execution
Business Development Support
Leadership & Team Skills
Team Leadership & Supervision
Cross-functional Collaboration
Coaching & Mentorship
Training & Development
Workforce Planning & Scheduling
Conflict Resolution
Change Management
Technical & Analytical Skills
Data Analysis & Reporting
KPI Tracking & Performance Metrics
Root Cause Analysis
Process Automation
SaaS Product Utilization
Market & Customer Insights
Digital & Software Proficiency
CRM Tools (Zoho, HubSpot, Salesforce – adaptable)
Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
Google Workspace (Docs, Sheets, Drive, Gmail)
Social Media Management (Facebook, Instagram, Twitter, LinkedIn)
Communication Tools (Slack, Microsoft Teams, Zoom)
Personal & Professional Skills
Strong Communication & Interpersonal Skills
Problem-Solving & Critical Thinking
Negotiation & Persuasion
Time Management & Prioritization
Attention to Detail
Adaptability & Resilience
Strategic Thinking & Planning
Customer-Centric Mindset
About
I am a highly motivated and results-driven Customer Experience & Operations Leader with over five years of experience in customer success, service delivery, and operations management. My career journey has allowed me to build strong expertise in driving customer satisfaction, optimizing service delivery, and leading high-performing teams across dynamic industries including SaaS, logistics, and financial services.
In my previous role as Head of Customer Service at Kutuma Kenya, I successfully led a customer service team, developed and implemented performance monitoring systems, and streamlined operational processes through data analysis. I worked closely with cross-functional departments to align service delivery with business goals, handled escalations, and cultivated a customer-first culture that significantly improved retention and satisfaction.
As a Customer Success Lead at Tappi Limited, I was responsible for onboarding and guiding new customers through smooth product integration, designing tailored training sessions, and creating customer success plans that strengthened relationships and drove long-term value. I became the go-to point of contact for client needs, which enhanced retention and adoption rates.
Earlier in my career, I served as a Call Centre Supervisor, where I managed order coordination, rider scheduling, escalation handling, and quality assurance. I also leveraged CRM tools like Zoho and Microsoft Office Suite to improve communication, streamline workflows, and maintain efficiency.
Some of my key achievements include:
Building and managing high-performance teams that exceeded KPIs and improved service standards.
Implementing customer-centric strategies that increased satisfaction and retention rates.
Driving operational efficiency by analyzing data and improving processes for faster, more reliable service delivery.
Enhancing stakeholder collaboration to align customer experience initiatives with company objectives.
I bring a solutions-oriented mindset, strong analytical and problem-solving skills, and the ability to adapt in dynamic environments. I am passionate about sustainability, innovation, and technology, and I thrive in roles where I can contribute to growth, efficiency, and positive customer experiences.
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