Catherine Njagi

At Monoprix Qatar, I lead a frontline customer service team of 8–10 associates, helping increase customer satisfaction scores by 12% while maintaining efficient in-store and checkout operations.

I handle complex inquiries, complaints, refunds, and service requests as a primary escalation point, achieving an estimated 85% first-contact resolution rate and reducing repeat complaints by 20%. I also manage fulfilment and order accuracy across Talabat, Rafeeq, and Snoonu, maintaining more than 90% order accuracy.

Previously, I supported 30–40 daily customer interactions across WhatsApp and in-store channels at Monoprix, managed loyalty-programme records, and used customer feedback to improve the shopping experience. At the Kenya National Union of Teachers, I managed 80–100 active member accounts, maintained more than 95% data accuracy, and supported members with account, loan, and financial-service inquiries.

I bring hands-on experience in customer journey improvement, account management, service reporting, team coaching, CRM administration, and cross-functional collaboration. I use platforms including Salesforce, Zendesk, Freshdesk, Zoho, Jira, Shopify, and business intelligence tools to improve workflows and customer outcomes.