irene gichugu
@irenegichugu
I improve customer satisfaction through high-volume, multi-channel customer support.
KenyaWhat I'm looking for
At Safaricom PLC, I've managed 50+ daily customer interactions across phone, email, SMS, and social media, delivering tailored support and resolving complaints with long-term customer loyalty in mind.
I've helped increase customer satisfaction by 85% through procedures that reduced waiting times and contributed to a 20% reduction in repeat complaints. I also maintain 98% CRM data-entry accuracy, handle escalations and risk issues, and coach new team members in customer service, conflict resolution, and data entry.
Experience
Work history, roles, and key accomplishments
Customer Experience Executive
Safaricom PLC
Jan 2017 - Jan 2025 (8 years)
Managed 50+ daily customer interactions across phone, email, and social media, consistently exceeding satisfaction and retention metrics. Coached new team members and resolved escalated complaints, contributing to a 20% reduction in repeat issues.
Education
Degrees, certifications, and relevant coursework
Kenya Institute of Management
Diploma, Human Resource Management
Diploma in Human Resource Management from Kenya Institute of Management.
Egerton University
Bachelor of Commerce, Finance
Bachelor of Commerce in Finance from Egerton University.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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