Debrah Juma

I am a customer-focused, results-driven professional with over seven years of experience in customer service, client relationship management, and support operations. I consistently deliver exceptional experiences and maintain high customer satisfaction in fast-paced environments.

At Safaricom PLC I achieved a 95%+ first-call resolution rate by resolving issues across phone, email, and digital channels, escalating priority cases appropriately, and maintaining accurate interaction records in line with data privacy policies.

Earlier roles include Field Officer at One Acre Fund where I enrolled 500+ smallholder farmers, trained them in modern agricultural practices, and helped achieve a 99.8% loan repayment rate and 95% client retention over two seasons. I have experience in monitoring and evaluation, proposal drafting, and community training from NGO and volunteer roles.

I bring strong communication, problem-solving, and stakeholder management skills, proficiency in MS Office, Navision, and CRM tools, and a passion for exceeding expectations and contributing to organizational success.