Looking for a job

Joan Karanja

@joankaranja

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5+ yrs experience handling support, feedback, and service excellence across industries.

Kenya

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What I'm looking for

I am looking for a job that aligns with my background in analytics and communication. I am excited about opportunities to contribute my skill sets in analysis and data visualizations to a dynamic team. I also value a company that fosters professional growth and innovation.

I’m a customer service and data-driven support professional with over 5 years of experience working across multiple industries including tech, e-commerce, media, and events. I’ve led customer service teams, supported global clients, and worked as a liaison between talent, production, and business stakeholders. My background includes roles with companies like SeePU Solutions, Safaricom, Coke Studio, and Glassrack.net, where I developed a deep understanding of user experience, service quality, and performance metrics.

I’m passionate about solving problems, creating seamless customer journeys, and using data insights to improve service outcomes. I’m also certified in Data Analytics and Power BI, which allows me to blend communication and tech to make better decisions and drive operational efficiency.

My interests extend beyond the workplace—I'm enthusiastic about event planning, creative projects, social media strategy, and building meaningful human connections. I’ve curated mental health awareness events, led contestant coordination for mentorship programs, and chaperoned artists for international TV productions.

I’m actively seeking remote or hybrid opportunities where I can continue to grow in customer experience, data support, or community/talent engagement roles. I love working with teams that value empathy, innovation, and purpose.

Experience

Work history, roles, and key accomplishments

Head of customer service

SeePU Solutions

Apr 2019 - Jul 2025 (6 years 3 months)

Led a customer service team resolving 15+ daily inquiries, supporting 10+ diverse clients daily and serving as first point of contact. Proficient in CRM tools (Zoho) for email/message management. Analyzed interactions to cut complaints by 20%, improved satisfaction from 65% to 80%, and developed standardized scripts while collaborating to enhance service delivery.

Data Collection Data Cleaning Customer Care Customer Support Customer Service Data Analysis

Customer Service Experience

Executive AutoGlass

Jan 2017 - Feb 2019 (2 years 1 month)

Handled global customer inquiries on car parts, shipping, and orders via phone, email, and chat. Provided specs, tracked shipments, and guided on customs. Coordinated with logistics for timely fulfillment, managed returns/warranty claims, and logged cases in CRM. Ensured clear communication, follow-up, and flexibility across time zones to boost customer satisfaction.

Data Analysis MS Excel Communication Communications Customer Service Communication Skills Service Delivery Voice Calls Email Support Shipping & Logistics

Data Entry Specialist

Cloud Factory

Jun 2017 - Jul 2018 (1 year 1 month)

Input, verify, and update customer records, usage metrics, and billing data in cloud systems. Ensured accuracy, flagged discrepancies, and collaborated with support, sales, and IT to resolve issues. Provided reliable data for reports, maintained confidentiality, documented processes, and supported global teams with strong time management and remote efficiency.