Open to opportunities

Grace Njoki

@gracenjoki3

Customer experience specialist with 3+ years in multinational airline support, QA, and SME coaching across voice, chat, and email.

Kenya

Message

What I'm looking for

I’m looking for a fully remote role where I can deliver world-class customer experiences, strengthen QA and compliance, and coach teams to improve performance—working effectively across time zones with async, digital-first tools.

I’m a customer experience professional with 3+ years supporting multinational airline customers in high-volume environments, delivering seamless service across voice, live chat, and email. I’m known for consistently meeting QA benchmarks—focusing on tone, accuracy, policy adherence, and effective resolutions—while monitoring compliance and quality in real time.

As an SME lead, I evaluate interactions against QA scorecards, identify performance gaps, and provide structured feedback and real-time product knowledge coaching to agents across remote teams. I also handle escalations with professionalism, apply consultative sales techniques to drive ancillary revenue, maintain accurate CRM records in Quiq and Skyspeed, and adapt quickly to evolving remote support tools and asynchronous workflows across time zones.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Rep - SME Lead

Current

CCI Global

Sep 2024 - Present (1 year 10 months)

Delivered multinational airline customer support via inbound/outbound calls and live chat for a US-based carrier in a remote-delivery BPO environment. Served as an SME to coach agents, evaluate QA against scorecards, resolve escalations with compliance, and maintain CRM records in Quiq and Skyspeed.

Customer Experience QA Compliance Monitoring SME Coaching Live Chat Inbound Outbound Calls De escalation CRM Consultative Sales Upselling Objection Handling Real Time Guidance Asynchronous Communication

Recruiter Support / Customer Service

CCI Global

Sep 2023 - Aug 2024 (11 months)

Supported talent acquisition and onboarding operations for a major US airline through chat and email in a remote-first environment. Guided candidates with onboarding documentation and system navigation, maintained QA and compliance standards, reviewed documentation accuracy, and supported smooth communication between distributed teams and applicants.