Open to opportunities

Angela Kariuki

@angelakariuki

CX & operations specialist elevating customer loyalty through data-backed support, streamlined workflows, and scalable SOPs.

Kenya

Message

What I'm looking for

I’m looking to join a digital-first brand where I can lead CX and operations to improve loyalty with data-backed support, scalable SOPs, strong CRM discipline, and measurable CSAT/SLA results.

I’m an “CX & operations specialist” with “over 10 years’ Customer Experience Executive experience” optimizing customer journeys for digital-first brands. I’m known for resolving complex issues with empathy while building scalable SOPs that teams can execute consistently.

In my latest CX leadership work, I partnered with global DTC e-commerce brands to deliver premium, data-backed customer support across digital channels. I helped drive measurable outcomes like a 20% surge in CSAT and cut average resolution time by 35% through ticket triage logic, standardized response flows, and tighter escalation paths.

I also bring strong operations discipline—CRM data integrity, event coordination, and cross-functional alignment. I’ve improved SLA compliance (98%), ensured audit-ready reporting, and strengthened customer retention through proactive engagement, follow-ups, and multitouch case handling—while continuously learning new tools to keep service quality at scale.

Experience

Work history, roles, and key accomplishments

Event & Wedding Coordinator

Self-Employed

Jan 2015 - Feb 2020 (5 years 1 month)

Led full-service event production for weddings, fundraisers, and corporate functions, delivering high-touch client experiences while managing budgets and vendors. Designed and executed 30 large-scale events (up to 500 attendees) with zero critical failures and 100% client satisfaction, while negotiating cost-saving vendor contracts that reduced average client spend by 15–20%.

Event Planning Vendor Management Budgeting Contract Negotiation Logistics Coordination Risk Management Client Relationship Management