Open to opportunities

John njangiru

@johnnjangiru

Message

Customer service team leader improving KPIs through coaching, process improvement, and project delivery.

Kenya

Message

What I'm looking for

I’m looking for a customer service leadership role where I can coach teams, drive KPI performance, and improve processes—using data and structured planning to deliver excellent customer experiences and support business growth.

I’m a customer service team leader with over 4 years of experience leading high-performing teams across diverse sectors. I drive results through strategic planning, team management, and process improvement—keeping service delivery strong while pushing performance targets and measurable KPIs.

In my recent role, I managed daily operations, coordinated task allocation, and coached teams through new products and process changes. I also improved customer satisfaction ratings from 67% to 80%, while previously leading outbound initiatives, handling customer complaints, analyzing call statistics, and compiling weekly management reports.

Experience

Work history, roles, and key accomplishments

Team Lead

Sama

May 2021 - Dec 2025 (4 years 7 months)

Managed daily operations of the Samasource Centre to ensure high-quality service delivery to clients. Coordinated task allocation, coached team members on product/process changes, and monitored KPIs to drive productivity and corrective actions.

Team Leadership Team Management KPIs Coaching Operations Management Process Improvement Performance Metrics Service Delivery

Senior Associate Customer Service

Standard Investment Bank

Dec 2017 - Feb 2022 (4 years 2 months)

Led outbound lead generation initiatives to support corporate and school revenue targets. Resolved customer complaints, analyzed call statistics to improve sales performance, and prepared weekly management reports while running performance reviews against customer service KPIs.

Customer Service Outbound Sales Complaint Resolution Sales Performance Management Management Reporting Performance Reviews

Customer Care Representative

Morison Engineering Ltd

Jun 2015 - Oct 2017 (2 years 4 months)

Handled inbound and outbound calls to deliver exceptional customer support while consistently meeting sales targets within scheduled timeframes. Maintained service quality through responsive customer communication.

Customer Support Outbound Calling Sales Target Achievement Customer Communications Problem Solving Service Quality Management

Customer Care Representative

Horizon Contact Center (Yu Mobile)

May 2013 - Mar 2015 (1 year 10 months)

Provided outstanding customer service through effective communication and problem-solving. Identified upselling opportunities for additional services to contribute to revenue growth.

Customer Care Problem Solving Effective Communicator Upselling Customer Service Quality