Open to opportunities

Joan Kamau

@joankamau

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Customer service specialist with 10+ years improving satisfaction and streamlining operations.

Kenya

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What I'm looking for

I seek a role where I can improve customer experience, use data-driven insights to reduce complaints, collaborate cross-functionally, and grow into leadership responsibilities.

I am a dynamic customer service specialist with over ten years of experience delivering exceptional support across fintech, logistics, and consumer services. I excel at onboarding, data management, building cross-functional relationships, drafting service policies, and using customer feedback and trend analysis to reduce complaints and improve satisfaction.

My achievements include boosting customer satisfaction metrics (up to 85%), reducing complaint recurrence by 70%, implementing process improvements that cut complaints by 10%, and contributing to product testing and AI data annotation efforts. I bring strong communication, problem-solving, and reporting skills to help organizations scale customer experience and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Specialist

Current

Cleo AI

Mar 2025 - Present (7 months)

Provide live chat support and credit-builder card assistance, perform data annotation to improve AI, and report product issues and trends to product teams to enhance user experience.

Live Chat Support CRM Data Annotation Customer Feedback Analysis Cross Functional Collaboration

Customer Service Representative

Haco Industries (K) Limited

Jan 2022 - Jul 2024 (2 years 6 months)

Managed onboarding, order cancellations and PFIs, prepared weekly/monthly reports, coordinated with finance and sales, and implemented a customer survey that improved satisfaction by 30%.

Onboarding Order Management Reporting Survey Root Cause Analysis Database Management MS Office

Client Service Lead

Edgescope Logistics Limited

Oct 2020 - Dec 2021 (1 year 2 months)

Oversaw client service staff, standardized policies and procedures, and implemented preventive measures that reduced issue recurrence by 70% while maintaining an 85% customer satisfaction rating.

Team Leadership SLA Management Policy Development Customer Feedback Issue Tracking Process Improvement

Customer Service Advocate

Tala

Feb 2017 - Jun 2020 (3 years 4 months)

Handled escalated multi-channel support, resolved payment issues via M-Pesa, developed service scripts, and collaborated on product testing, increasing customer satisfaction by 40%.

Escalation Management Data Analysis Product Testing Collaboration Customer Retention

Data Entry Temp

International Organization for Migration

Nov 2016 - Jan 2017 (2 months)

Captured and verified data, conducted feasibility and inventory studies, managed asset registration and VAT exemption documentation to ensure accurate records.

Data Entry Data Verification feasibility studies Inventory Management Asset Registration Documentation

Customer Care Agent

StarTimes Media

Dec 2015 - Sep 2016 (9 months)

Monitored customer feedback, handled inquiries with empathy, maintained detailed interaction records, and resolved issues to improve service and repeat purchases.

Customer Relations Record keeping Communication Relationship Building