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Agnes Njeru

@agnesnjeru

Customer Experience Executive at Vivo Fashion Group LTD who automated support and generated sales through WhatsApp engagement.

Kenya

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At Vivo Fashion Group LTD, I led a three-person Customer Experience function supporting customers across stores, social media, and business email channels. I improved response workflows in Zoho Desk and helped move response performance toward a defined 24-hour SLA.

I automated routine product and inventory enquiries with an AI-powered website chatbot connected to Shopify inventory, with complex complaints escalated to live agents. I also expanded WhatsApp engagement through Sukhiba WhatsApp API automation and built a 5,000+ follower audience that generated sales leads and contributed to sales value.

At Ifennec Solutions, I delivered personalized customer support through live chat and managed remote orders, follow-ups, and issue resolution. I introduced proactive follow-up and SLA-driven case management for complaints, and trained and mentored new customer service agents.

Earlier, as an Assistant Tutor at Komothai Youth Polytechnic, I trained students in computer applications and basic programming, including SQL. I also worked as an Information Technology Support Intern at National Bank of Kenya, maintaining records, monitoring systems, and training staff on Microsoft Office applications.

Experience

Work history, roles, and key accomplishments

Customer Experience Executive

Vivo Fashion Group LTD

Sep 2023 - Jan 2026 (2 years 4 months)

Led a 3-person Customer Experience function supporting a high-volume omnichannel operation across 30 stores, 19 social media pages and 5 business email channels, handling 1,000+ customer interactions daily. Improved First Response Time (FRT) toward a 24-hour SLA, automated support via AI chatbot, and expanded WhatsApp-led engagement generating approximately 20-50 sales leads monthly.

Customer Experience Customer Operations Omni Channel Support Zoho Desk AI Chatbots Shopify WhatsApp API Sukhiba Team Leadership Training SLA Management CSAT Customer Feedback Social Media Management

Customer Service Representative

Ifennec Solutions

Jan 2016 - Dec 2023 (7 years 11 months)

Delivered personalized customer support through live chat, guiding clients through the ordering journey from inquiry to fulfilment. Managed customer orders remotely, provided proactive follow-ups, and trained new agents while maintaining strong client relationships.

Live Chat Customer Support Order Management Remote Work Complaint Resolution SLA Management Training Mentorship Customer Relationship Management

Assistant Tutor

Komothai Youth Polytechnic

Sep 2015 - Feb 2016 (5 months)

Trained 100 students in computer applications and basic programming, developing course content for Introduction to Computers, Basic Programming Skills and SQL. Achieved expected student pass-rate outcomes through regular progress assessments and personalized feedback.

Teaching Curriculum Development Computer Applications Programming Basics SQL Student Assessment Mentorship

Information Technology Support Intern

National Bank of Kenya

Sep 2014 - Dec 2014 (3 months)

Maintained accurate entry of financial statements and banking records into the information system, monitored system performance, and conducted regular data backups. Trained staff on Microsoft Office Suite and other applications, and installed and configured software to meet user requirements.

IT Support Data Entry System Monitoring Data Backup Microsoft Office Software Installation Configuration Records Management