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Joysharon Njue

@joysharonnjue

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Customer support specialist driving retention and exceptional client outcomes.

Kenya

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What I'm looking for

I seek a customer-focused role where I can resolve complex client issues, improve retention, and contribute to process improvements within a collaborative, growth-oriented team.

I am a customer support specialist with 6+ years of experience delivering outstanding service across insurance, telecom, healthcare, and construction sectors. I focus on resolving complex client issues, improving satisfaction scores, and reducing operational downtime through clear communication and technical troubleshooting.

I consistently exceed performance goals by leveraging CRM tools (including SAP), designing performance metrics, and collaborating with teams to optimize service delivery. My work has driven measurable improvements: higher client satisfaction, faster claim processing, reduced equipment downtime, and increased team productivity.

I hold a BSc in Business Innovation Technology Management and certifications in project management and digital marketing. I bring adaptability, proactive problem-solving, and a customer-first ethos that strengthens retention and builds long-term client relationships.

Experience

Work history, roles, and key accomplishments

Customer Experience Specialist

Insurance Supermarket

Jun 2022 - Sep 2024 (2 years 3 months)

Managed inbound/outbound client calls and delivered tailored insurance product support, improving client satisfaction and consistently exceeding performance goals across flexible shifts.

Customer Support Performance Optimization Conflict Resolution

Brand Ambassador

Safaricom

Jun 2021 - Jul 2022 (1 year 1 month)

Engaged 1,000+ customers through events and activations, collected feedback to refine campaigns, and contributed to a 25% increase in brand awareness and 10% regional sales growth.

Event Marketing Customer Engagement Feedback Sales Support Campaign Optimization Relationship Building Reporting

Customer Support Specialist

Kabod Construction Limited

May 2020 - Apr 2022 (1 year 11 months)

Led customer service operations, improving client satisfaction by 20% and reducing equipment downtime by 15% through timely technical support and data-driven performance metrics.

Customer Service Technical Support CRM Data Management Training Development Performance Metrics Troubleshooting Team Collaboration

Customer Service Attaché

National Health Insurance Fund

Jan 2020 - Mar 2020 (2 months)

Processed 500+ health claims and handled registrations with 98% accuracy, cutting turnaround time by 20% and maintaining a 95% satisfaction rate via rapid call handling.

Claims Processing Customer Service Data Entry Call Center Operations Records Management client support Process Improvement

Sales Executive

Airtel

Aug 2019 - Feb 2020 (6 months)

Managed full sales cycle and increased revenue by 30% while boosting customer retention by 20% through negotiation, upselling, and data-driven sales strategies.

Sales Prospecting Negotiation Upselling CRM Sales Analytics Customer Retention

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology

Bachelor of Science, Business Innovation Technology Management

Completed a Bachelor of Science in Business Innovation Technology Management focusing on the intersection of business strategy and technology-driven innovation.