agnes yvonne
@agnesyvonne
Customer Experience executive driving retention and measurable results.
KenyaWhat I'm looking for
I am a results-driven Customer Experience executive with a BA in Economics & Sociology and over four years of hands-on experience across customer service, telecollections, telesales, CRM systems, and field operations.
I have led outbound engagement campaigns, resolved complex cases across multichannel platforms, and represented CX in cross-functional strategy meetings to align customer initiatives with business goals.
My achievements include 2nd Place in an AI Hackathon for an NLP-driven customer service solution and recognition as Outbound Champion for outstanding telesales and customer handling performance.
I am bilingual in English and Kiswahili, adept with remote collaboration tools, and focused on optimizing processes, supporting field agents, and delivering measurable improvements in customer retention and operational efficiency.
Experience
Work history, roles, and key accomplishments
Customer Experience Executive
Smart Applications Ltd
Jun 2024 - Present (1 year 3 months)
Led outbound customer engagement campaigns to improve loyalty and satisfaction and resolved multichannel cases via WhatsApp, HubSpot, calls, and email, aligning customer strategies with business goals.
Customer Experience Associate
Family Bank Ltd
Jan 2023 - May 2024 (1 year 4 months)
Cross-sold banking products and exceeded sales targets while resolving customer cases to enhance retention; recognized as Outbound Champion for top telesales performance.
Contact Center Agent
Apollo Agriculture Ltd
Dec 2020 - Dec 2022 (2 years)
Managed telecollections and telesales for agricultural products, supported field agents to boost repayment efficiency, and analyzed field data to drive process improvements.
Credit & Operations Intern
Taifa Sacco Ltd
May 2019 - Jul 2019 (2 months)
Supported credit, customer service, and operations functions during a summer internship, assisting with transactions and customer inquiries to maintain service continuity.
Cashier
Shell Company
May 2017 - Aug 2018 (1 year 3 months)
Handled cashier duties including cash transactions and basic stock control while ensuring accurate daily reconciliations and customer service.
Education
Degrees, certifications, and relevant coursework
CUChuka University
Bachelor of Arts, Economics & Sociology
2016 - 2020
Completed a Bachelor of Arts in Economics and Sociology with coursework and activities focused on economics, social research, and community studies.
Siakago Girls High School
KCSE, Secondary Education
2012 - 2015
Completed the Kenya Certificate of Secondary Education (KCSE) with general secondary education preparation.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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