Jenifa Wawuda
@jenifawawuda
I improve customer health, retention, and service operations across support teams.
KenyaWhat I'm looking for
I monitor omnichannel support queues and customer health indicators as a Real-Time Analyst, helping teams meet SLAs and improve service delivery.
I've led enablement sessions, analyzed daily performance trends, and partnered with Operations, Management, and Support leads to reduce handle time and improve CSAT. Previously, I managed high-volume chat, email, and phone inquiries in Zendesk, earning 5-Star CSAT ratings and a promotion within 10 months.
My background also includes leading customer experiences for 80+ daily guests and managing client communications, conflict resolution, and administrative workflows. I bring a customer-first approach to escalations, retention, and cross-functional problem-solving.
Experience
Work history, roles, and key accomplishments
Real Time Analyst
Unknown
Mar 2025 - Present (1 year 7 months)
Monitors real-time omnichannel support queues and health indicators to enforce SLAs, conducts enablement sessions, and collaborates with operations to improve service quality.
Customer Support Specialist
Unknown
May 2024 - Mar 2025 (10 months)
Managed high-volume customer inquiries via chat, email, and phone using Zendesk, achieving 5-star CSAT and handling complex escalations to reduce churn risk.
Customer Experience Lead
The Ladle Soup Bar
Feb 2021 - Nov 2021 (9 months)
Led a team of 7+ associates to serve 80+ daily guests, achieving a 75% customer satisfaction rate and resolving conflicts to drive repeat engagement.
Client Relations & Administrative Assistant
Little Angels Academy
Jan 2019 - Sep 2019 (8 months)
Served as primary point of contact for parent inquiries, managed communications, and coordinated cross-departmental administrative workflows.
Education
Degrees, certifications, and relevant coursework
Daystar University
Bachelor of Arts, International Relations
Completed three years of a Bachelor of Arts in International Relations program.
Our Lady of Mercy Secondary School
Kenya Certificate of Secondary Education, Secondary Education
Earned the Kenya Certificate of Secondary Education (KCSE).
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
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