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Unique PawsCustomer Success and Project Coordinator
Jan. 2024Nairobi, Kenya• Serve as the primary point of contact for clients, supporting onboarding and post-service engagement. • Implemented Asana and Google Workspace to improve client tracking and response times, increasing efficiency by 25%. • Prepared customer feedback dashboards that improved leadership decision-making accuracy by 20%. • Contributed to a 15% rise in repeat business through proactive engagement and issue resolution. • Collaborated with operations and support teams to ensure a seamless client experience.
CTM Kenya LTDCustomer Success & Warehouse Manager
Nov. 2020 - Dec. 2023Nairobi, Kenya• Directed customer success and order fulfillment for 1,000+ monthly client deliveries. • Resolved 95% of customer escalations within 24 hours, raising satisfaction scores by 20%. • Introduced digital tracking systems to monitor engagement and improve reporting accuracy by 30%. • Managed and coached a 15-member team, developing SOPs that reduced delays by 25%. • Built long-term client relationships through transparent communication and proactive support.
CTM KENYA LtdCustomer Service and Dispatch Supervisor
Nov. 2019 - Oct. 2020Nairobi, Kenya• Coordinated daily dispatch operations for 500+ client deliveries, achieving 95% on-time completion. • Maintained 100% accuracy in service documentation and client reporting. • Oversaw and trained a team of 10 staff, improving service reliability by 20%. • Ensured smooth communication between logistics teams, drivers, and customers.
PepsiCoSales and customer Accounts Executive
Apr. 2015 - Jun. 2018Dubai, U.A.E• Managed regional client accounts, driving a 20% increase in repeat sales through relationship management. • Resolved client inquiries and escalations with a 90%+ SLA resolution rate. • Prepared sales and performance reports, improving forecasting accuracy by 15%. • Recognized as the first female Van Sales Representative in the UAE, exceeding sales targets and strengthening customer trust.
Haward Technology Middle EastAdministrative Assistant
Oct. 2014 - Mar. 2015Abu Dhabi Emirate, United Arab Emirates- Provided administrative and operational support to training programs across the Middle East. - Coordinated scheduling, travel, and logistics for trainers and participants. - Maintained accurate records, reports, and client communications. - Supported business operations by ensuring compliance with internal policies and external requirements.
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