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@brigidanduku
Customer-focused customer experience coordinator with strong CRM and retention skills.
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.
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Work history, roles, and key accomplishments
Call Centre International (CCI)
Sep 2024 - Present (1 year 2 months)
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.
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.
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.
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.
Degrees, certifications, and relevant coursework
Diploma in Nutrition and Dietetics, Nutrition and Dietetics
2019 - 2022
Completed a Diploma in Nutrition and Dietetics with practical and theoretical training in clinical and community nutrition.
Certificate in Nutrition and Dietetics, Nutrition and Dietetics
2017 - 2018
Completed a Certificate in Nutrition and Dietetics covering foundational concepts and practical skills in nutrition support.
Kenya Certificate of Secondary Education, Secondary Education
2013 - 2016
Completed secondary education and obtained the Kenya Certificate of Secondary Education (KCSE).
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