Open to opportunities

David Gathigi

@davidgathigi

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Dynamic Customer Success Specialist driving client satisfaction and retention.

United Kingdom

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What I'm looking for

I am looking for a role that fosters collaboration, values customer-centric strategies, and offers opportunities for professional growth.

As a Customer Success Specialist, I have a dynamic and results-oriented approach to enhancing client relationships and optimizing service delivery. With a proven track record in driving customer satisfaction, I leverage data-driven strategies to boost retention and loyalty in tech-driven industries. My expertise lies in leading teams and collaborating cross-functionally to align customer needs with business goals.

Throughout my career, I have achieved significant milestones, including increasing customer retention rates by 20% and successfully onboarding over 50 clients, reducing average time-to-value by 30%. Recognized as the Best Team Player of the Year in 2023, I am committed to ensuring high client satisfaction scores and implementing effective customer feedback systems that enhance product adoption rates.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Success Analyst, Global Payments

Current

Verto

Nov 2023 - Present (2 years 7 months)

Spearheaded customer retention strategies, achieving a 20% increase in contract renewals and reducing churn rates. Orchestrated cross-departmental collaborations to deliver tailored client solutions, enhancing overall satisfaction scores by 30%.

Customer Retention Cross Functional Collaboration Data Driven Decision Making Onboarding Intercom Freshdesk Zendesk Salesforce

Customer Experience Analyst

Verto

Sep 2022 - Nov 2023 (1 year 2 months)

Developed strategic engagement plans that resulted in a 15% boost in customer satisfaction ratings. Proactively identified workflow inefficiencies and introduced solutions that reduced response times by 25%.

Customer Engagement Workflow Optimization Customer Feedback Data Analysis Power BI Excel

Customer Success Analyst & Operations

Afriex

Jan 2022 - Sep 2022 (8 months)

Optimized customer support processes, improving issue resolution time by 40%. Strengthened compliance adherence, ensuring 100% alignment with KYC and AML standards.

Customer Support Process Optimization Compliance KYC AML HubSpot

Quality Analyst

CCI Kenya

Nov 2021 - Jan 2022 (2 months)

Conducted rigorous quality assessments, leading to a 35% improvement in service delivery standards. Managed high-volume customer interactions, achieving a consistent 95% satisfaction rate.

Service Delivery Customer Satisfaction Problem Solving Communication

Customer Support Specialist

Artcaffe Coffee and Bakery

Jan 2017 - Aug 2019 (2 years 7 months)

Delivered multi-channel support, contributing to a 20% increase in customer loyalty and repeat business. Managed high-volume customer interactions, achieving a consistent 95% satisfaction rate.

Customer Satisfaction Communication Problem Solving