Open to opportunities

Brigid Anduku

@brigidanduku

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Customer-focused customer experience coordinator with strong CRM and retention skills.

Kenya

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What I'm looking for

I seek a collaborative customer-focused role where I can improve customer journeys, use CRM expertise, mentor juniors, and drive retention and measurable growth.

I am an energetic, customer-focused service professional with 3+ years of experience across fintech and digital service industries, specializing in customer care, sales support, and retention strategies. I consistently resolve complex customer issues across phone, email, and chat while contributing to revenue through upselling and cross-selling.

I have hands-on experience with CRM and ticketing platforms including Zendesk, HubSpot, Jira, Avaya, Freshdesk and Ameyo, and I prepare performance reports and document recurring issues to support service improvements. I collaborate closely with Sales, Operations and Tech teams to remove friction in the customer journey and support onboarding and training for new staff.

My achievements include exceeding monthly digital sales targets for four consecutive months, being a two-time Employee of the Month, and resolving 100+ customer issues daily; I bring a track record of improving customer satisfaction and operational workflows.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Coordinator

Current

Call Centre International (CCI)

Sep 2024 - Present (1 year 1 month)

Serve as primary contact for customer queries across phone, email, and chat; coordinate with Sales, Operations, and Tech to resolve issues and document recurring problems to drive service improvements.

Customer Support Zendesk Jira HubSpot Ticketing Systems Cross Selling Reporting

Customer Service Associate

OYA Micro-Credit

Jun 2023 - Aug 2024 (1 year 2 months)

Onboarded customers and provided product education while developing retention strategies and upselling products, contributing to reduced churn and revenue growth.

Customer Onboarding CRM Upselling Retention Strategy Data Entry Customer Insights Cross Functional Collaboration Performance Tracking

Customer Care Executive

Onfon Media

Mar 2022 - May 2023 (1 year 2 months)

Delivered multi-channel support to high-volume clients, met team KPIs for onboarding and satisfaction, and conveyed customer feedback to internal teams to improve services.

KPIs Customer Feedback Email Support Live Chat

Intern Nutritionist

Kakamega General Hospital

Sep 2018 - Dec 2018 (3 months)

Conducted nutritional assessments, provided dietary guidance and meal planning support, and maintained detailed client records for inpatient programs.

Nutrition Assessments Meal Planning Clinical Support