Open to opportunities

elika shikuku

@elikashikuku

Customer Success and Support specialist with 6+ years improving retention through data-driven, client-focused operations.

Kenya

Message

What I'm looking for

I’m looking for a customer success/support role in a tech-driven environment where I can improve retention, reduce churn, and elevate satisfaction through data-driven insights, strong communication, and operational process optimization—while partnering cross-functionally and mentoring teams.

I’m a Customer Support and Success Specialist with 6+ years managing client relationships, customer lifecycle engagement, and support operations in fast-paced, tech-driven environments. I bring a strong analytical mindset—interpreting customer data, spotting trends, and turning insights into process and workflow improvements that lift engagement and satisfaction.

At Savannah Informatics Limited, I led the development and execution of comprehensive project plans for high-value client engagements, built cross-functional alignment between technical teams, and proactively resolved issues through root cause analysis. I maintained and updated customer information across phone, email, and other media, driving an 80% increase in satisfaction, while reducing issue resolution times by 50%. I also reduced client churn by 15% through proactive relationship management and feedback analysis, managing a portfolio of 150+ key accounts valued at 30M.

I’m equally strong in operations and enablement—building SOPs and process documentation, supporting onboarding with system setup/testing, delivering client training on product features and billing qualifications, and coordinating improvements through structured workflows. I’m now applying this blend of customer focus and operational rigor as a Business Operations Consultant, designing streamlined processes, supporting digital transformation initiatives, and training teams to use systems effectively.

Experience

Work history, roles, and key accomplishments

Current

Business Operations Consultant

Current

Savannah Informatics Limited

Oct 2025 - Present (11 months)

Analyzes existing business workflows to identify inefficiencies and designs streamlined processes to improve productivity and service delivery. Develops SOPs, supports digital transformation, and provides post-implementation troubleshooting and user onboarding.

Process Analysis Process Optimization SOP Development Digital Transformation team training Onboarding System Testing Troubleshooting

Client Success Associate Consultant

Savannah Informatics Limited

Oct 2024 - May 2025 (7 months)

Develops and executes client success plans to align with organizational objectives and improve resource optimization. Mentors team members, reports progress to senior leadership, and manages escalations across a portfolio of high-value accounts.

Success Planning Mentor Escalation Management Account Management Retention Management Project Delivery

Client Success Manager

Savannah Informatics Limited

Nov 2022 - Sep 2024 (1 year 10 months)

Leads client project planning and cross-functional collaboration to ensure timely delivery and proactive issue resolution. Improves client satisfaction through root cause analysis, training, and proactive relationship management to reduce churn.

Client Success Management Project Planning Cross Functional Collaboration Root Cause Analysis Issue Resolution Compliance Account Management Technical Support

Customer Outreach Manager

Savannah Informatics Limited

Nov 2021 - Oct 2022 (11 months)

Develops and manages new market opportunities to increase customer engagement. Manages client contracts, onboarding, risk mitigation, and delivers technical training and webinars to drive product adoption.

Client Onboarding Risk Mitigation Technical Training Documentation Webinars Product Adoption Client Education

Analyst, Relationship Manager

Savannah Informatics Limited

Nov 2018 - Oct 2021 (2 years 11 months)

Manages client engagement and onboarding for key accounts, handling contract processes and delivering training to support retention and satisfaction. Resolves high-impact issues using root cause analysis and works with software engineers on client-driven feature requests.

Client Onboarding Contract Management Issue Resolution Root Cause Analysis Quality Assurance Technical Support team training Feature Request Management Data Analysis Customer Relationship Management

ICT Intern

Ministry of Agriculture and Livestock Fisheries

May 2016 - Oct 2016 (5 months)

Supports ICT operations by entering and maintaining data, updating databases, and preparing reports based on source documents. Ensures data integrity and record accuracy for organizational operations.

Data Entry Data Management Report Generation Data Integrity Record Maintenance

Teacher

Dayspring Academy

May 2014 - Jul 2014 (2 months)

Works in a classroom setting by teaching based on Ministry of Education curriculum guidelines and supporting student learning through assignments and homework. Assists with exam administration, invigilation, and grading while maintaining classroom order and discipline.

Teaching Exam Administration Exams Invigilation Grading Classroom Management

IT Tutor

Ruiru Bible Baptist College

Jun 2013 - Aug 2013 (2 months)

Provides computer skills training and supports IT maintenance activities, including computer repair and maintenance. Assists with exam setting, invigilation, and marking, and supports assessment and project management activities.

Computer Repair IT Tutoring Project Management Student Assessment Exams Invigilation Markings

Education

Degrees, certifications, and relevant coursework

St. Paul’s University

Bachelor of Science in Computer Science, Computer Networks

2012 - 2016

Earned a bachelor’s degree in Computer Science with a major in Computer Networks. Completed coursework focused on networking fundamentals and related computing topics.