Open to opportunities

Getrude Milly

@getrudemilly

Message

Customer Success Manager focused on retention, onboarding, and high client satisfaction.

Kenya

Message

What I'm looking for

I’m looking for a customer success role where I can drive measurable retention, lead onboarding via Teams/Zoom, resolve escalations quickly, and improve NPS with data-driven feedback loops.

I’m a customer-focused professional with 3+ years of experience managing client relationships and driving measurable retention results. I’m known for proactively building long-term partnerships, tracking satisfaction, and turning client feedback into service improvements.

I’ve improved client retention by 25% through relationship management strategies, while maintaining a 95% satisfaction rate. I’ve also boosted Net Promoter Scores by 15 points by collecting targeted feedback and implementing improvements that matter to customers.

In my roles, I design and deliver onboarding sessions remotely (Microsoft Teams and Zoom), monitor satisfaction metrics to identify trends, and resolve escalations within 24 hours (95% issue resolution rate). I also reduce client time-to-value by 20% through structured onboarding and develop feedback surveys that directly inform process changes.

Beyond customer success, I bring strong operations and service experience—streamlining workflows, improving wait times, and strengthening digital record-keeping for efficiency and fewer service errors. I thrive collaborating with internal teams to ensure smooth delivery, clear communication, and reliable support for clients at scale.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Remote

Jan 2024 - Present (2 years 6 months)

Managed 15+ client accounts remotely by delivering onboarding sessions, monitoring customer satisfaction, and implementing service improvements based on feedback. Resolved client escalations within 24 hours and improved NPS by 15 points through targeted survey-driven process changes.

Client Onboarding Client Relationship Management NPS Client Satisfaction Surveys Escalations Microsoft Teams Zoom Stakeholder Management

Current

Virtual Assistant & Client Coordinator

Current

Private Clients

Jan 2023 - Present (3 years 6 months)

Coordinated ongoing communications and project delivery for 5+ concurrent private clients from a remote setting. Produced executive presentations and reports and supported email marketing campaigns to improve open rates by 18%.

Client Coordination Email Marketing Email Campaigns Executive Presentation Executive Reporting Confidentiality

Guest Relations & Events Support

Brackenhurst Retreat & Conference Centre

Sep 2023 - Dec 2023 (3 months)

Supported front office operations for a 100+ room retreat centre, handling guest check-ins and inquiries during corporate retreats and conferences. Coordinated event logistics for up to 200 guests and received management commendation for reliability and attention to detail.

Guest Relations Event Logistics Customer Service

Customer Service & Operations Lead

Fastech Cyber

Nov 2022 - Dec 2023 (1 year 1 month)

Led customer service and operations by managing 50+ daily customer interactions and maintaining a 4.5/5 satisfaction rating. Streamlined service workflows using digital record-keeping, reducing wait times by 15 minutes and service errors by 20%.

Customer Service Customer Operations Process Improvement Record keeping Workflow Optimization