Open to opportunities

Esli Watima

@esliwatima

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Customer Success Specialist with expertise in quality assurance and support.

Kenya

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What I'm looking for

I seek a role that values customer experience, offers growth opportunities, and fosters collaboration.

I am a dedicated Customer Success Specialist with over six years of experience in customer support, particularly in remote work environments. My expertise lies in quality assurance, technical support, and data analysis, where I have consistently delivered results that enhance customer satisfaction. I thrive in virtual roles that require effective communication and self-management, ensuring that client expectations are not only met but exceeded.

Throughout my career, I have achieved significant milestones, such as increasing call quality scores by 25% and reducing average handling time by 15%. My ability to analyze customer feedback and implement actionable improvements has led to enhanced client satisfaction and retention. I am also passionate about scriptwriting, contributing creatively to both fiction and documentary series, which showcases my diverse skill set and commitment to excellence in all my endeavors.

Experience

Work history, roles, and key accomplishments

Quality Analyst

Hemllin

Aug 2023 - Jun 2024 (10 months)

As a Quality Analyst at Hemllin, I managed quality assurance processes, conducted evaluations, and provided training to enhance customer service quality. I implemented a virtual quality assurance program that significantly improved call quality scores and reduced issue resolution time.

Quality Assurance Training Customer Feedback Analysis Process Improvement

Customer Success Team Leader

Marvellous Ventures

Feb 2022 - Jun 2023 (1 year 4 months)

In my role as Customer Success Team Leader at Marvellous Ventures, I established a feedback loop to enhance client satisfaction and designed training programs that improved team productivity. I managed high-value client accounts and optimized workflows for remote teams.

Client Relationship Management Remote Team Workflow Optimization Customer Feedback

Head of Digital Strategy

Education Program International

Dec 2018 - Dec 2020 (2 years)

As Head of Digital Strategy, I led initiatives that significantly boosted website traffic and social media engagement. I developed content strategies and analytics to enhance customer interaction and optimize online support channels.

SEO Content Marketing Social Media Strategy Digital Analytics Content Strategy

Customer Support Specialist

SportPesa

Oct 2016 - Nov 2019 (3 years 1 month)

As a Customer Support Specialist at SportPesa, I handled inquiries with a high resolution rate and developed self-service resources that reduced call volume. I collaborated with teams to refine processes and improve customer satisfaction.

Customer Support Process Improvement