Open to opportunities

Fiona Gatei

@fionagatei

Customer Experience Specialist and Key Account Manager improving satisfaction, retention, and operations through data-driven CRM.

Kenya

Message

What I'm looking for

I’m looking for a customer experience and account-focused role where I can use CRM, NPS/feedback analysis, and process improvement to raise satisfaction, retention, and response times—working with cross-functional teams to deliver memorable service aligned to business goals.

I’m a customer-centric professional with over five years of experience enhancing customer satisfaction, streamlining operations, and driving retention through effective problem-solving and relationship management. I’ve consistently improved outcomes by optimizing service delivery and using customer feedback loops and CRM to personalize interactions.

In my current role as Admin & Customer Experience Manager at Winfield Africa Limited, I elevated customer satisfaction scores by 30%, reduced administrative costs by 15%, and increased customer retention by 20% by handling inquiries promptly and leading frontline service training. I also implemented CRM to improve response times by 25%, and I organize client meetings and company events to strengthen engagement and team cohesion—always aligning service delivery with business objectives.

Experience

Work history, roles, and key accomplishments

Current

Admin & Customer Experience Manager

Current

Winfield Africa Limited

Apr 2023 - Present (3 years 2 months)

Elevated customer satisfaction by 30% by resolving inquiries quickly and implementing a continuous customer feedback loop. Streamlined office operations, reducing administrative costs by 15%, and improved response times by 25% through CRM implementation while increasing retention by 20%.

Customer Satisfaction CRM Implementation Office Operations Retention Management

Client Relations Manager

The Food Library Limited

Jun 2021 - Mar 2023 (1 year 9 months)

Improved outlet transaction speed by 15% by optimizing cash float management. Increased checkout efficiency by 20% through cashier supervision and reduced wait times by 25%, while building customer confidence with a 30% increase tied to accurate, professional transactions.

Client Relations Cashier Customer Service Leadership Wait Time Reduction

Front Desk Associate

Capital Alliance Valuers & Assessors Limited

Aug 2019 - May 2021 (1 year 9 months)

Improved first impressions and increased customer satisfaction by 15% by maintaining a welcoming, organized front-desk environment. Achieved a 90% first-contact resolution rate, reduced customer response times by 20%, and lowered administrative costs by 10% through proactive office supply and logistics management.

First Contact Resolutions Response Time Reduction Records Management Logistics Coordination Administrative Cost Reduction

Customer Care Officer

Milan Concepts Limited

Aug 2018 - Jul 2019 (11 months)

Maintained 100% error-free cash reconciliation by counting and reconciling cash floats each shift. Reduced checkout time by 15% via POS transaction processing, increased customer satisfaction by 20% through responsive peak-period support, and grew repeat business by 25% with high-profile client relationship management.

Cash Reconciliation POS Checkout Time Reduction Customer Satisfaction Client Relationship Management Peak Period Service Support Repeat Business Growth