Gladys Wambui
@gladyswambui
Marketing automation specialist optimizing CX, CRM, and data-driven workflows.
KenyaWhat I'm looking for
I am a marketing automation and customer experience specialist who builds scalable, zero-touch workflows that improve engagement and operational efficiency. I design and implement integrations and migrations across platforms such as HubSpot, Workato, Zapier and other MarTech to deliver reliable, automated processes.
At Sand Technologies I automated logistics communications and cohort credentialing, achieving 95% delivery success, 100% data accuracy during migrations, and measurable lifts in engagement and conversion. I also led platform enablement initiatives and personally validated target datasets to ensure smooth rollouts.
Previously I established SLA-driven support processes at ALX and resolved cross-regional customer escalations at JUMO, creating documentation and processes that reduced turnaround times and escalations. I combine technical troubleshooting, CRM strategy, and clear communication to deliver results and drive continuous improvement.
Experience
Work history, roles, and key accomplishments
Marketing Automation Specialist
Sand Technologies
Nov 2023 - Present (2 years 7 months)
Designed and executed end-to-end marketing and event automation workflows, achieving 95% delivery success and reducing manual email handling by 90%, while increasing participant engagement 25% and conversions 15%.
Martech Support Specialist
ALX
Jan 2021 - Nov 2023 (2 years 10 months)
Implemented a 48-hour SLA for customer query resolution and CRM integrations, maintained data cleanliness below 5%, and reduced escalations via root-cause analysis by 10% while improving support TAT month-on-month.
Customer Experience Specialist
Jumo.World Kenya
Oct 2015 - Jul 2020 (4 years 9 months)
Managed technical investigations and resolutions across African and Asian markets, standardized customer responses to improve satisfaction, and shared insights that informed product and process improvements.
Customer Service Agent
Jumo.World Kenya
Oct 2014 - Oct 2015 (1 year)
Conducted market surveys, managed support tickets and escalations, maintained customer satisfaction metrics, and enforced SLAs to ensure timely resolution of customer and IT issues.
Education
Degrees, certifications, and relevant coursework
Egerton University
Bachelor of Commerce, Marketing
2016 - 2016
Completed Bachelor of Commerce with a focus in Marketing at Egerton University.
Kenya Polytechnic University College
Diploma, Sales and Marketing
2011 - 2011
Awarded a Diploma in Sales and Marketing from Kenya Polytechnic University College.
Kenya Polytechnic University College
Diploma, Human Resource Management
2010 - 2010
Awarded a Diploma in Human Resource Management from Kenya Polytechnic University College.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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