Open to opportunities

jacklyn nzau

@jacklynnzau

Message

I deliver customer satisfaction through digital support and rigorous quality analysis.

Kenya

Message

What I'm looking for

I’m looking for a role where I can combine customer support with quality assurance—resolving issues across digital channels, analyzing feedback and audits, and improving service delivery through measurable insights and strong cross-team collaboration.

I’m a detail-oriented customer service and quality professional who supports customers across phone, email, chat, SMS, and social media, resolving queries and complaints in real time. I focus on customer satisfaction, loyalty, and retention by keeping communication accurate, timely, and confidence-preserving.

In my current role as a Customer Service Representative at Airtel Kenya, I serve as a key communication link between the company and customers across multiple digital channels. I handle 50+ daily inquiries, capture and analyze customer feedback to identify service gaps, maintain accurate CRM records, and escalate complex issues appropriately.

Previously, I built deep quality expertise at SamaSource as a Quality Analyst and Data Agent. I conducted daily, weekly, and monthly quality audits, identified recurring defects and performance trends, improved audit consistency through targeted feedback and corrective actions, and supported remediation decisions with structured quality reports and scorecards.

I also bring commercial and operations experience from Sales Executive work at Safaricom PLC and sales roles at Jumia Kenya, where I achieved strong performance against targets and strengthened customer and retailer relationships. Alongside this, I supported finance workflows as a Finance Intern and I’m currently pursuing CPA (K), keeping my work grounded in accuracy, compliance, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Representative

Current

Airtel Kenya

Oct 2025 - Present (9 months)

Served as a key communication link between the company and customers across phone, email, chat, and social media platforms, handling 50+ daily inquiries and complaints. Resolved issues in real time, escalated complex cases appropriately, and maintained accurate CRM records while capturing feedback to recommend improvements.

Customer Support Complaint Resolution Phone Support Email Support Social Media Support Customer Escalation Customer Feedback Analysis CRM Systems

Quality Analyst

SamaSource

Mar 2021 - Sep 2025 (4 years 6 months)

Conducted daily, weekly, and monthly quality audits on agent outputs to ensure adherence to client standards, accuracy benchmarks, and compliance requirements. Identified recurring quality defects and performance trends, maintained quality scorecards and reports, and supported gap closure through feedback and SOP adherence.

Quality Audits & Compliance Quality Reporting Escalation For Quality Compliance Queries

Data Agent

SamaSource

Jan 2020 - Feb 2021 (1 year 1 month)

Delivered high-accuracy data outputs while meeting defined quality thresholds and productivity targets. Applied established quality checks to ensure data integrity and compliance with client specifications and followed process guidelines to support team performance goals.

Data Quality Data Integrity Process Adherence

Sales Executive

Safaricom PLC

Jan 2018 - Dec 2019 (1 year 11 months)

Achieved 120% of monthly sales targets for SIM cards and M-Pesa products through field sales and activations. Built relationships with retailers to increase repeat sales by 30% and conducted product demonstrations and customer education sessions.

Sales Sales Targets M Pesa Sales Field Sales Customer Onboarding Product Demonstrations Customer Education Activation Sales Growth

Sales Representative

Jumia Kenya

Jan 2016 - Sep 2017 (1 year 8 months)

Exceeded quarterly sales targets by 15–20% while managing client accounts and improving customer retention rates. Assisted with onboarding new vendors and handled customer inquiries and complaint resolution.

Sales Sales Target Achievement Account Management Customer Retention Vendor Onboarding Client Inquiries Complaint Resolution

Finance Intern

Christian Student Leadership Centre

Mar 2015 - Jul 2015 (4 months)

Supported preparation of weekly and monthly financial reports to improve financial tracking and transparency. Assisted with invoice processing, purchase order creation, budget forecasting, and inventory tracking including cash register reconciliation.

Financial Reporting Invoice Processing Budgeting & Forecasting Budgeting