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Faith Njoroge

@faithnjoroge2

Key Account Manager at Aquantuo managing 50+ key accounts with a 95% retention rate through omnichannel support and proactive account growth.

Kenya

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What I'm looking for

I'm looking for a part-time or full-time remote position, with flexibility to accommodate US time zones.

At Aquantuo, I serve as the primary customer-facing contact for a diverse client base, resolving inquiries through phone, live chat, and ticketing platforms. I manage customer pipelines and account relationships, and have managed 50+ key accounts with a 95% retention rate.

I use proactive follow-ups and customized solutions to address customer concerns and support retention. I also identify relevant service upgrades and add-ons during support interactions, contributing to account revenue growth.

Previously, as an Operations Analyst – Customer Support & Logistics at Aquantuo, I handled customer inquiries, delivery-status follow-ups, and procurement and shipping quotes. I resolved 100+ inquiries daily with a 95% satisfaction rate.

At Patfam Enterprise, I handled inbound inquiries, payment processing, and product returns and refunds. I also supported accounts payable and record reconciliation at NSSF, and hold a Bachelor of Commerce (Finance) and CPA Section One certification.

Experience

Work history, roles, and key accomplishments

Current

Key Account Manager

Current

Aquantuo

May 2023 - Present (3 years 4 months)

Serve as primary customer-facing contact for diverse client base, resolving high-volume inquiries across phone, live chat, and omnichannel ticketing platforms. Manage customer pipelines, de-escalate complaints, and identify upselling opportunities to drive retention and revenue growth.

3CX Bitrix Jira CRM Sales Pipeline Management Upselling De escalation SLA Management Omni Channel Support

Operations Analyst – Customer Support & Logistics

Aquantuo

Dec 2021 - Jun 2023 (1 year 6 months)

Fielded high volumes of customer inquiries via 3CX, live chat, and Bitrix, resolving operational bottlenecks. Managed outbound follow-ups, generated customized quotes, and maintained detailed records in Jira and backend systems.

3CX Bitrix Jira Customer Support Logistics Upselling Record keeping Cross functional Coordination

Customer Support & Frontline Associate

Patfam Enterprise

Jan 2021 - Apr 2021 (3 months)

Delivered customer service, handling inbound inquiries, processing payments, and managing product returns/refunds. Maintained high customer satisfaction through patient problem-solving and clear communication.

Customer Service Payment Processing Returns Management Communication Skills

Accounts Payable & Administrative Support

NSSF

Sep 2020 - Oct 2020 (1 month)

Assisted with high-volume data entry, vendor file maintenance, and precise record reconciliations. Supported accounts payable operations with attention to detail and accuracy.

Data Entry Vendor Management Reconciliations Accounts Payable