Open to opportunities

Keith Juma

@keithjuma

Message

I'm a customer experience specialist focusing on QA, coaching, and multi-channel support.

Kenya

Message

What I'm looking for

I'm seeking a collaborative, customer-focused role where I can apply QA, coaching, and process-improvement skills to raise CSAT and FCR, work cross-functionally, and grow into senior operational roles.

I'm a customer experience specialist who combines empathetic, solution-focused support with rigorous quality assurance to improve user outcomes and agent performance. I prioritize clear communication and consistent service delivery across chat, email, phone, and social channels.

I have driven measurable improvements in key metrics, including a 15% CSAT increase, a 10% reduction in repeat contacts, a 15% improvement in First Contact Resolution, and consistently maintained >95% QA evaluation accuracy. I led the rollout of an updated QA scorecard, partnered with training teams to design targeted coaching, and authored knowledge base content to reduce repetitive queries.

I bring strengths in coaching, process optimization, trend analysis, escalation management, and cross-functional collaboration with product and tech teams. I am passionate about helping users achieve their goals and building scalable support processes that improve satisfaction and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Quality Assurance Analyst

Current

Simple. Life Apps Inc

Jul 2024 - Present (1 year 1 month)

Increased Customer Satisfaction (CSAT) by 15% in 8 months through actionable QA insights and coaching; reduced repeat contacts by 10% and improved FCR by 15% via updated QA scorecard and trend analysis.

Quality Assurance Coaching CSAT QA Scorecards Root Cause Analysis Reporting

Customer Support Representative

Simple. Life Apps Inc

Dec 2023 - Jun 2024 (6 months)

Resolved 90–95% of customer inquiries on first contact and maintained CSAT above 90% across chat, email, and phone while authoring knowledge-base content to reduce repeat queries.

Customer Support Multichannel Support CSAT Knowledge Base Troubleshooting Subscription Management CRM

Contact Center Representative

Shop and Deliver Limited

Jan 2021 - Nov 2023 (2 years 10 months)

Achieved over 95% customer satisfaction through first-call resolution and reduced average response time by 20% while handling 100+ customer interactions daily.

Call Resolution CRM Multichannel Support KPIs Response Time Optimization Customer Relations

Telesales Contact Center Representative

Platinum Credit Limited

Sep 2018 - Sep 2020 (2 years)

Consistently achieved 120% of sales targets and increased customer retention by 15% while managing 50 inbound and 100+ outbound calls daily; awarded Best Telesales Agent 2019.

Telesales Outbound Calling Sales Targets CRM Customer Retention Objection Handling Reporting

Medical Sales Representative

Sunpar Pharmaceuticals Limited

Feb 2017 - Jan 2018 (11 months)

Exceeded monthly sales quotas averaging 115% and expanded territory relationships with ten new clients while demonstrating product use to clinical customers.

Medical Sales Territory Development CRM Upselling Market Research Trade Shows

Education

Degrees, certifications, and relevant coursework

Egerton University

Bachelor of Science, Biomedical Science and Technology

2012 - 2016

Grade: First Class Honors, GPA 3.60/4.0

Bachelor of Science in Biomedical Science and Technology from Egerton University (September 2012–May 2016); graduated First Class Honors with a GPA of 3.60/4.0.