Fridah Njagi

I’m a results-driven Customer Service Professional with 3+ years of experience delivering high-volume multichannel support. I handle phone, email, live chat, and walk-in requests while resolving escalated complaints and maintaining excellent CSAT in fast-paced environments.

In my Senior Customer Service Representative & Team Leader role at Kuku Foods Ltd (KFC Kenya), I managed 80–100+ daily customer interactions and ensured accurate data entry across CRM and POS platforms. I also support operational reporting and management decisions using clean, well-documented case notes.

I collaborate cross-functionally with teams including kitchen, delivery, and operations to meet customer needs and reduce service delays. I’ve led scheduling, shift coordination, documentation, and performance reporting for a team of 5–8 agents, while coaching others on issue resolution and de-escalation.

I’m comfortable supporting US-based business operations remotely, including proactive outbound follow-up calls post-resolution to improve retention and gather feedback for a US-based franchise brand. I bring strong English communication, remote work readiness, and a dependable approach to keeping service standards aligned with franchise expectations.