Looking for a job

Joan Abok

@joanabok

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I improve customer satisfaction, retention, and service delivery through personalized, data-informed support.

Kenya

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What I'm looking for

I’m looking for a customer-focused role where I can improve service delivery, build lasting client relationships, use customer insights to strengthen retention, and collaborate across teams to support business growth.

At Eye Rafiki Limited, I deliver personalized customer support and eyewear consultations that improved customer satisfaction by 30%. I also streamlined appointment scheduling and patient flow, reducing wait times by 25%.

I implemented a structured customer feedback system that improved product offerings and service delivery by 20%, while resolving inquiries and complaints in ways that reduced escalations by 40%.

Previously at Virtual Earners Innovative Ltd, I managed calendars, meetings, email communication, and customer inquiries to improve workflow efficiency, response times, and client retention. I used Google Workspace, Trello, and Slack to support organized, collaborative delivery.

I bring experience in customer retention, CRM, reporting, sales support, feedback analysis, stakeholder management, and data analytics. I’m motivated by creating seamless, personalized customer interactions that strengthen loyalty and support business growth.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Eye Rafiki Limited

Jan 2024 - Present (2 years 8 months)

Delivered personalized customer support and consultation, improving satisfaction rates by 30% through tailored recommendations and proactive follow-ups. Streamlined appointment scheduling and patient flow, reducing wait times by 25% and enhancing overall customer experience.