Open to opportunities

FAITH GACHANJA

@faithgachanja

Message

Results-oriented Customer Experience Executive with a passion for satisfaction.

Zimbabwe

Message

What I'm looking for

I am looking for a role that values customer-centric approaches and fosters professional growth.

I am a results-oriented Customer Experience Executive with over 4 years of experience in delivering exceptional customer journeys. My proven ability to build and maintain strong customer relationships has been instrumental in optimizing customer satisfaction and driving business growth. I am skilled in implementing customer-centric initiatives, leveraging customer feedback, and leading high-performing customer service teams.

Throughout my career, I have successfully enhanced customer satisfaction scores by implementing targeted initiatives, such as a customer feedback program that resulted in a 10% increase in satisfaction ratings. My experience includes optimizing office operations, improving customer retention strategies, and fostering strong relationships with key accounts. I am passionate about creating memorable experiences and continuously seek to improve communication channels to enhance customer engagement.

Experience

Work history, roles, and key accomplishments

Current

CX & Office Administrator

Current

Miles Construction and Transport Ltd

Jan 2024 - Present (1 year 5 months)

As a CX & Office Administrator, I enhanced customer satisfaction through a feedback program, optimized office operations, and developed customer retention strategies. My role involved building strong relationships with key accounts and implementing effective communication channels to improve customer engagement.

Customer Satisfaction Customer Retention Relationship Management Communication Zendesk Zoho Problem Solving Strategic Planning Team Leadership

Remote Dispatcher/ Customer Care Personnel

XG Logistics LLC

Jun 2021 - Jan 2024 (2 years 7 months)

In my role as a Remote Dispatcher, I resolved customer complaints, optimized dispatching routes, and built strong relationships with key clients. My efforts led to increased customer satisfaction and revenue through effective cross-selling and upselling.

Relationship Management Revenue Dispatch Optimization Customer Satisfaction Communication Team Collaboration Problem Solving Data Analysis

Administrative Assistant

Trans Africa Water Systems

Jan 2019 - Apr 2021 (2 years 3 months)

As an Administrative Assistant, I implemented a new filing system to enhance office efficiency, negotiated supplier contracts to reduce costs, and improved customer service response times, leading to increased customer satisfaction.

Cost Management Team Collaboration Customer Service Document Management Communication Problem Solving Time Management Negotiation Organizational Skills

Customer Care

Electronic Soko

Mar 2018 - Dec 2018 (9 months)

In my role as Customer Care personnel, I resolved customer complaints and enhanced customer retention through personalized outreach. I also increased customer engagement via social media channels.

Customer Retention Communication Problem Solving Customer Satisfaction Teamwork Interpersonal Skills

Intern

Boma Inn

Jan 2016 - Apr 2016 (3 months)

During my internship at Boma Inn, I gained hands-on experience in customer service and hospitality operations, contributing to team efforts and learning about customer engagement strategies.

Customer Service Teamwork Communication Problem Solving Time Management Learning Agility Interpersonal Skills Organizational Skills

Education

Degrees, certifications, and relevant coursework

Moi University

Diploma, Hotel & Restaurant Management

2014 - 2015

Completed a Diploma in Hotel & Restaurant Management, focusing on the principles of hospitality management, customer service excellence, and operational efficiency in the food and beverage industry.