Open to opportunities

Linet Ouma

@linetouma

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Customer Care Executive focused on CRM-driven service improvements and loyalty growth through fast resolution.

Kenya

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What I'm looking for

I’m looking for a role where I can use CRM and customer communication to improve service outcomes, grow loyalty, and deliver measurable results—while continuing to strengthen my data and analytical skills in a supportive team.

I’m a customer care professional who turns day-to-day support into measurable results. In my recent role, I streamlined processes and used CRM tools to track and analyse customer interactions.

I’ve delivered strong performance across customer-facing environments—exceeding satisfaction targets, resolving 95% of inquiries on first contact, and boosting upsell opportunities by 30% through effective communication. I also supported sales and service alignment by collaborating closely with teams to match customer needs to solutions.

Beyond customer care, I bring hands-on experience in data annotation—labeling datasets to enhance machine learning accuracy and reducing error rates—plus exposure to the insurance industry through my attachment. I’m detail-focused, accountable, and adaptable, with a strong commitment to data integrity, compliance, and consistent service quality.

Experience

Work history, roles, and key accomplishments

Customer Care Executive

Lynnah's Beauty Store

Aug 2025 - Jan 2026 (5 months)

Streamlined customer care processes, reducing response time by 25% and resolving 95% of inquiries on the first contact. Increased loyalty and upsell opportunities, boosting customer satisfaction targets by 20% consistently.

Customer Support CRM Tools Upselling Customer Relationship Management Customer Satisfaction Conflict Management Data Analysis Communication Attention To Detail

Direct Sales Representative

M-Kopa

Feb 2025 - Jul 2025 (5 months)

Built client relationships to boost repeat business by 40%. Used CRM tools to track leads and improve follow-up while analyzing market trends and supporting marketing campaigns to drive brand awareness.

Direct Sales Lead Follow Up CRM Tools Market Trends Relationship Marketing Marketing Campaigns Customer Service Analytical Thinking

Data Annotator

Samasource

Jun 2024 - Dec 2024 (6 months)

Labeled datasets to enhance machine learning accuracy and supported model training that increased performance metrics. Delivered large-scale projects ahead of schedule by using advanced annotation tools and collaborating with cross-functional teams.

Data Annotation Data Tagging Quality Assurance Data Integrity Cross Functional Collaboration Project Delivery Compliance

Insurance Attacheé

Miran Insurance Brokers Limited

Jan 2024 - Apr 2024 (3 months)

Improved client relations, increasing satisfaction by 15% while implementing filling systems that reduced retrieval time by 40%. Handled confidential information discreetly and facilitated communication across departments to strengthen collaboration.

Client Relations Confidentiality Document Management Customer Satisfaction Accountability

Data Annotator

Remotask

Mar 2023 - Nov 2023 (8 months)

Produced high-quality dataset annotations using advanced tools for categorisation and tagging, reducing error rates by 25%. Maintained data integrity and compliance through meticulous records and delivered projects ahead of schedule despite changing requirements.

Data Annotation Quality Control Data Integrity Compliance Record keeping

Delivery Personnel & Customer Care

Cinta Beauty World

Apr 2019 - Dec 2020 (1 year 8 months)

Managed timely deliveries with a 98% on-time record while resolving customer inquiries quickly to improve service experience. Used CRM tools to track and improve customer interactions, building repeat business and earning multiple customer commendations.

Customer Care CRM Tools order fulfillment Service quality Customer Relationship Management Communication Attention To Detail Problem Solving

Education

Degrees, certifications, and relevant coursework

University of Africa

Bachelor of Commerce (B.Com), Insurance

2019 - 2024

Graduated with a B.Com in Insurance from the University of Africa (2019–2024).

Jekan Computer Training College

Certificate, Advanced Programming / Project Management

2021 - 2021

Grade: Distinction

Achieved a certificate in Advanced Programming with distinction and received a certificate in project management.

Lugulu Girls' High School

KCSE, Secondary Education (KCSE)

2015 - 2018

Grade: B-

Achieved grade B- in the Kenya Certificate of Secondary Education (KCSE) examinations (2018).

Sega Girls' Primary School

KCPE, Primary Education (KCPE)

2006 - 2014

Grade: A- (375)

Achieved a score of 375 (A-) in the Kenya Certificate of Primary Education (KCPE) examinations (2014) and received awards for excellence in mathematics and science.