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Competences
Experience
Customer Experience Executive
Safaricom PLC
2011-10-01 - 2026-02-05
Managed client inquiries from initial contact through resolution, enhancing overall customer satisfaction. Set and monitored SLAs and KPIs, achieving department targets consistently. Conducted staff performance reviews, identified training needs and coached teams on operating procedures to ensure consistent service quality. Coordinated training programs that improved team morale and operational efficiency. Identified recurring service issues and implemented corrective actions to maintain optimal service levels.
Sales and Marketing Officer
Kenya Woodz Limited
2011-01-01 - 2011-09-01
Drove sales growth through targeted marketing campaigns and strategic partnership development. Developed and executed strategies that increased customer engagement and expanded distribution channels. Conducted market research to inform strategic decision‑making and presented quarterly performance reports to stakeholders, highlighting growth metrics and insights.
Retail Service Station Assistant Manager
Engen Kenya Limited
2009-11-02 - 2010-10-31
Supervised daily operations of the service station, performed spot checks and ensured compliance with visual merchandising standards. Coordinated staff meetings, coached junior staff and mentored them to improve service quality and customer care. Managed inventory levels, performed shelf audits and reordered high‑demand items to meet customer trends. Acted as station manager in the absence of the manager, handling customer complaints promptly to maintain loyalty.
Langues
English
fluent
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