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Juliet Wambua

@julietwambua

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Customer Experience specialist driving retention with data-informed service.

Kenya

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What I'm looking for

I seek a role focused on member/customer experience using data-driven improvements, cross-functional collaboration, and opportunities to scale processes and improve retention.

I am a dynamic, empathetic, and tech-savvy Customer Experience Specialist with over 10 years of cross-sector experience in telecommunications, healthcare, and e-commerce. I leverage data insights and digital tools to streamline workflows, elevate satisfaction, and inform strategic decisions.

At Antara Health I supported over 17,000 members, used Mixpanel and Tableau to analyze engagement, and helped convert dependents to achieve a 47% increase in billable members while contributing to an NPS of 75+ and CSAT above 92%.

I bring proven experience in high-volume recipient engagement, CRM management, reporting, process optimization, and cross-functional collaboration. I deliver thoughtful, human-centered service, strong operational discipline, and a track record of measurable impact.

Experience

Work history, roles, and key accomplishments

Member Experience Associate

Antara Health

Dec 2023 - Jul 2025 (1 year 7 months)

Drove personalized member engagement and care coordination for 17,000+ members, improving onboarding and increasing billable members by 47% while maintaining NPS 75+ and CSAT >92%.

Member Engagement Care Coordination Mixpanel Tableau Data Analysis Onboarding NPS CSAT Reporting

Customer Service Specialist

GiveDirectly Kenya

Aug 2020 - Feb 2023 (2 years 6 months)

Managed high-volume recipient support and eligibility verifications, achieving 96% first-contact resolution and 98%+ data accuracy while completing 1,500+ post-transfer verifications.

Mobile Money Verification M&E Coordination CSAT

Call Center Supervisor

Kasha Global Inc.

Dec 2018 - Jan 2020 (1 year 1 month)

Led call center and fulfillment operations, resolving 100+ weekly inquiries with 95% satisfaction and achieving 98% on-time fulfillment while increasing repeat customer retention by 30%.

Call Center Operations order fulfillment Customer Retention Logistics Coordination Performance Metrics CRM

Digital Content Assistant

Bridge International Academies

Nov 2015 - Jul 2018 (2 years 8 months)

Edited and published 200+ instructional materials with 99% accuracy and managed 80+ weekly customer inquiries, reducing publishing turnaround by 20% through process improvements.

Content Editing Customer Support Process Optimization Quality Assurance SLA Management