Open to opportunities

Joanne Kemunto

@joannekemunto

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Customer-focused professional with 7 years in service and leadership.

Zimbabwe

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What I'm looking for

I am looking for a role that values customer satisfaction and team collaboration, where I can leverage my skills in leadership and service excellence to drive positive outcomes.

I am a highly organized and customer-focused professional with over 7 years of experience in customer service, team leadership, content moderation, and hospitality. My expertise lies in managing diverse teams and resolving client concerns while maintaining service excellence in both digital and in-person settings. I thrive in high-pressure environments, utilizing empathy, efficiency, and clear communication to deliver exceptional experiences.

Throughout my career, I have demonstrated a proven ability to lead teams effectively, as seen in my role as Team Lead for the Glassdoor project at Sama, where I implemented performance improvement plans and conducted regular quality audits. My background in customer service has equipped me with strong skills in conflict resolution, emotional intelligence, and operational coordination, allowing me to foster long-term customer trust across various sectors, including technology, healthcare, and hospitality.

Experience

Work history, roles, and key accomplishments

Current

Team Lead (Glassdoor Project)

Current

Sama

Jul 2021 - Present (3 years 11 months)

Led a team of content moderators for the Glassdoor project, ensuring adherence to community standards and platform accuracy. Supervised daily workflows, implemented performance improvement plans, and conducted regular quality audits to maintain high moderation standards.

Content Moderation Team Leadership Quality Assurance Performance Management

Content Moderator/Analyst (Glassdoor Project)

Sama Kenya

Dec 2017 - Jun 2021 (3 years 6 months)

Reviewed and moderated user-submitted content on the Glassdoor platform, ensuring all content met platform guidelines and quality assurance standards. Collaborated with global moderation teams to improve consistency and played a key role in training AI models through content labelling.

Content Moderation Quality Assurance AI Training

Customer Service Representative (CSR)

Sanlam Kenya

Jul 2016 - Sep 2017 (1 year 2 months)

Handled high-volume inbound calls from policyholders, providing support on policy queries, billing issues, and account updates. Resolved customer concerns with accuracy and professionalism, resulting in improved customer satisfaction and identified upsell opportunities.

Customer Service CRM Tools Conflict Resolution Lead Generation Policy Management

Customer Service Representative (CSR)

Hello Doctor

Apr 2015 - Jun 2016 (1 year 2 months)

Conducted outbound calls to promote healthcare services, achieving an 89% conversion rate on enrolled clients. Educated potential clients on available medical benefits and maintained accurate call logs while ensuring compliance with data protection guidelines.

Outbound Sales Healthcare Services Data Protection Telehealth

Customer Relations / Receptionist / Housekeeping Support

Peppercorn Resort Naivasha

Aug 2013 - Sep 2014 (1 year 1 month)

Greeted and checked in guests, ensuring efficient front desk operations and excellent customer satisfaction. Handled guest inquiries, managed room bookings, and worked closely with housekeeping to ensure rooms were clean and well-stocked.

Inventory Management

Caregiver

Annex Hospital Nakuru

Jun 2008 - Sep 2010 (2 years 3 months)

Provided personal care to patients including assistance with bathing, grooming, feeding, and mobility. Offered companionship and emotional support, ensuring patients felt comfortable and respected while performing light housekeeping duties.

Patient Care Light Housekeeping Communication

Front Office & Housekeeping Trainee

Great Rift Valley Lodge and Golf Resort

Feb 2008 - Apr 2008 (2 months)

Trained in front office operations including guest reception, check-in/check-out procedures, and reservation handling. Assisted the housekeeping department in daily room cleaning, linen management, and room inspection routines.

Office Housekeeping Laundry Services