Open to opportunities

loise kanini

@loisekanini

Message

I grow global accounts through customer retention, streamlined operations, and multi-channel support.

Kenya

Message

What I'm looking for

I'm seeking a Senior Customer Experience role where I can apply account management, customer retention, distributed operations, and global client relations experience.

At APS Resources International, I increased account retention and key account growth by 25% across global regions, converted 35% of initial consultations into long-term enterprise agreements, and maintained on-time candidate placement for multinational clients.

I've led customer support, account management, onboarding, and service delivery across remote international teams spanning seven countries. Previously, at Copia Global, I helped resolve over 1,500 monthly client inquiries while maintaining 98% customer satisfaction and reducing ticket handling time by 30%.

Experience

Work history, roles, and key accomplishments

Customer Experience & Account Manager

APS Resources International

Apr 2024 - Mar 2026 (1 year 11 months)

Increased account retention and key account growth by 25% across global regions by implementing structured client engagement strategies. Orchestrated operational workflows and cross-time-zone collaboration with distributed delivery teams across multiple countries.

Customer Support Technical Support Account Management Account Retention Customer Onboarding Service Delivery Ticket Resolution CRM Administration Escalation Management Cross functional Coordination Workflow Automation Quality Assurance Data Analysis Stakeholder Engagement SOP Development

Executive Assistant – Band Manager

Dan Barnett Big Band

Jan 2024 - Mar 2024 (2 months)

Coordinated complex event itineraries and performance logistics for over 20 live concerts, achieving 100% on-time execution across multiple venues. Centralised multi-channel vendor communications using remote-first collaboration tools to ensure seamless virtual event coordination across time zones.

Task Management Event Coordination Content Moderation Trend Analysis Scheduling Management

Customer Service Support

Copia Global Limited

Jan 2022 - Dec 2023 (1 year 11 months)

Engineered a multi-channel issue resolution framework that resolved over 1,500 monthly client inquiries while maintaining a 98% customer satisfaction score. Facilitated cross-functional problem resolution between technical and operational departments to reduce average ticket handling time by 30%.