Open to opportunities

Awesome Documentaries 2017

@awesomedocumentaries

Message

Customer service and sales leader driving customer loyalty and operational excellence.

Kenya

Message

What I'm looking for

I seek a customer-focused role where I can lead teams, improve service metrics, reduce complaints, and apply CRM and operations experience to scale customer loyalty.

I am a customer service and business leader with seven years of experience turning consumers into loyal business advocates through attentive care and strong relationship-building.

I have delivered measurable improvements in complaint reduction and resolution turnaround while managing sales, order processing, inventory, and compliance in depot and remittance environments.

My background includes roles at Sendwave, Jumia Kenya, and Sahara Energy where I coached and supported teams, implemented anti-fraud measures, and improved operational processes.

I am technologically adept with CRM and contact-center tools, and I bring a high work ethic, clear communication, and a focus on customer-centric problem solving to every role.

Experience

Work history, roles, and key accomplishments

Depot Sales Executive

Sahara Energy Limited

Apr 2023 - May 2025 (2 years 1 month)

Managed depot sales operations, growing local customer base and meeting sales targets while maintaining inventory levels and ensuring compliance with company and regulatory standards.

Sales & Management Customer Relationship Management Order Processing Inventory Management Compliance CRM

Customer Service Executive

Sendwave

Mar 2022 - Apr 2023 (1 year 1 month)

Performed customer verification and fraud monitoring for international remittance users, reducing complaints by 30% and improving query resolution turnaround by 10% through process improvements.

Fraud Detection Coaching Customer Support

LUHS Customer Service Exec

Sendwave

Feb 2021 - Mar 2022 (1 year 1 month)

Monitored LUHS queues and supported reps for mobile remittance transactions, acted as first responder to service disruptions and drove root-cause resolution to improve transaction delivery.

Queue Management Incident Response Cross Functional Collaboration

Customer Care Executive

Jumia Kenya

Jan 2015 - Jan 2021 (6 years)

Handled multi-channel customer inquiries, troubleshooting orders and payments, escalating complex issues and mediating disputes to improve customer satisfaction and operational feedback.

Customer Support Troubleshooting Escalation Management Dispute Resolution Feedback Order Management