# Faith Njoroge

Faith Njoroge is a remote worker on Himalayas, Key Account Manager at Aquantuo, based in Kenya.

Source: https://himalayas.app/@faithnjoroge2

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Kenya |
| Authorized to work in | Kenya |
| Salary expectations | 65k+ USD |
| Job categories | Customer Support Specialist, Customer Support Specialist, Account Manager, Operations Analyst |
| Skills | Key Account Management, Customer Support, Customer Retention, Account Growth, Sales Pipeline Management, Omni Channel Support, Inbound Calling, Outbound Calling, Live Chat, Email Support, Video Support, Ticket Lifecycle Management, Escalation Management, Conflict De escalation, Root Cause Analysis |

## What I'm looking for

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

## About

```text
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

### Key Account Manager (current)

Aquantuo. May 2023 - Present

```text
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.
```

Skills: 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

```text
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.
```

Skills: 3CX, Bitrix, Jira, Customer-Support, Logistics, Upselling, Record-keeping, Cross-functional-Coordination

### Customer Support & Frontline Associate

Patfam Enterprise. Jan 2021 - Apr 2021

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

Skills: Customer-Service, Payment-Processing, Returns-Management, Communication-Skills

### Accounts Payable & Administrative Support

NSSF. Sep 2020 - Oct 2020

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

Skills: Data-Entry, Vendor-Management, Reconciliations, Accounts-Payable

## Education

### KCA University

Bachelor of Commerce, Finance. 2017 - 2020. Grade: Second Class Upper Division

```text
Bachelor of Commerce in Finance from KCA University, graduated with Second Class Upper Division.
```

### KCA University

Certified Public Accountant (CPA) Section One, Accounting

```text
Certified Public Accountant (CPA) Section One certification obtained in 2019.
```

### Mary Leakey Girls' High School

Kenya Certificate of Secondary Education, Secondary Education

```text
Completed Kenya Certificate of Secondary Education (KCSE) at Mary Leakey Girls' High School in 2015.
```

## Tech stack

- Salesforce
- Google Docs
- Gmail
- Jira
- 3CX
- Google Workspace
- Google Sheets
- Microsoft Excel
- Zoom
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint

To contact Faith, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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