Faith Chepkemoi

I am a results-driven Project & Client Relations Officer with hands-on experience managing enterprise and mid-market client portfolios across multiple regions. I specialize in onboarding, delivery, and renewal processes while building trusted stakeholder relationships.

I coordinate cross-functional teams including linguists, QA, engineering, vendor management, and finance to align delivery priorities with client goals and improve tools and processes. I create and maintain training materials, SOPs, and support documentation to streamline workflows and support rollouts.

I track account performance metrics such as turnaround time, quality scores, issue resolution, and client satisfaction to drive retention and identify growth opportunities. I proactively manage client complaints, escalate critical issues when needed, and use data-driven reporting to foster trust and repeat business.

I also bring HR and administrative experience supporting payroll, recruitment, vendor coordination, and office operations, which strengthens my ability to manage multi-stakeholder projects and ensure smooth operational execution.