Open to opportunities

Charles Ngeno

@charlesngeno

Message

I’m an AI training & localization specialist delivering Swahili language data quality.

Kenya

Message

What I'm looking for

I’m looking to support Swahili-language model development through precise AI training and localization, combining linguistic quality with enterprise discipline, measurable outcomes, and compliance-aware operations—working remotely across flexible time zones in a global AI/technology team.

Detail-oriented bilingual professional (Swahili/English) with over 10 years in enterprise customer experience and business development, including direct accountability for client communication quality, issue resolution, and CXO-level relationship management at Safaricom PLC, East Africa’s leading telecommunications provider. Brings strong command of nuanced, idiomatic Swahili and English, sharp attention to linguistic detail, and a track record of structured, process-driven work, well suited to AI training, data annotation, content evaluation, and localization tasks requiring native-level Swahili judgment. Equally effective in remote customer support and business development roles for AI-centered and technology organizations, having managed CRM-driven pipelines, NPS targets, and retention strategy across B2B, B2C, and B2G accounts. Available to work flexibly across global time zones from Kenya.

Experience

Work history, roles, and key accomplishments

Business Development Account

Safaricom PLC

Aug 2023 - Dec 2025 (2 years 4 months)

Owned enterprise and government accounts for IoT, mobile, and ICT connectivity solutions, translating technical product details for senior, non-technical stakeholders in English and Swahili. Delivered double-digit ARPU growth through structured needs assessments, proactive issue resolution, and consistently high year-on-year Net Promoter Scores (NPS).

Account Management Enterprise Sales Bilingual Communication NPS Stakeholder Management Contract Negotiation

Territory Account Executive

Safaricom PLC

Jul 2022 - Aug 2023 (1 year 1 month)

Led and coached a distributed team of Direct Sales Agents, Brand Ambassadors, Partners, and Dealers, setting standards for customer communication and documentation quality. Grew Average Revenue Per Account (ARPA) by managing pipelines, accurately sizing opportunities, and building relationship plans with decision-makers across English- and Swahili-speaking client bases.

People Leadership ARPA Stakeholder Relationship Management Customer Relationship Management

Customer Experience Executive

Safaricom PLC

Nov 2016 - Jun 2022 (5 years 7 months)

Provided front-line customer support to a national bilingual (English/Swahili) customer base, consistently exceeding NPS and satisfaction targets. Resolved customer issues to closure using Siebel CRM case-management tools and was recognized as a top NPS performer and NPS Champion, mentoring peers on communication quality and service standards.

Customer Support Bilingual Communication Service Quality Coaching Cross Functional Collaboration

Sales Representative & Care

Osach Tree Nursery

Apr 2015 - Oct 2015 (6 months)

Managed client engagement and sales coordination for SMEs, government bodies, and NGOs, ensuring continuity of service standards. Took operational leadership in the director’s absence while maintaining customer care and delivery quality.

Client Engagement Sales Coordination Stakeholder Management Operational Leadership Customer Care Relationship Building Service standards