Open to opportunities

Loise njeri

@loisenjeri

Message

Customer experience professional

Kenya

Message

What I'm looking for

Seeking a remote leadership role in customer experience

As a seasoned customer experience professional with over 5 years of experience, I have developed a strong background in customer relations, service improvement, and operational optimization. My expertise lies in enhancing customer retention through feedback management systems, process improvement, and cross-functional collaboration.

I have a proven track record of delivering results, having led initiatives that resulted in a 15% reduction in complaint resolution time and a 10% improvement in customer retention. I am well-versed in working with CRM tools, such as Zonka Feedback, to gather actionable insights and drive customer-centric strategies.

My experience spans across regions in Kenya, Uganda, and Rwanda, where I have worked in remote collaboration, inventory management, and data analysis. I am seeking a remote leadership role to leverage my expertise in customer satisfaction, operational excellence, and driving value realization for clients.

Experience

Work history, roles, and key accomplishments

Current

Customer Relations Officer

Current

Java House Africa

Nov 2019 - Present (5 years 7 months)

Led customer onboarding and engagement initiatives, improving complaint resolution time by 15% through streamlined processes and targeted training programs. Enhanced feedback management via CRM tools, increasing actionable insights by 19% and driving customer-centric improvements across 100+ branches in Kenya, Uganda, and Rwanda.

Customer Experience CRM Systems Feedback Process Improvement Data Analysis Remote Collaboration Order Processing Report Preparation Inventory Management

Storekeeper

Java House Africa

Jul 2017 - Nov 2019 (2 years 4 months)

Optimised inventory management processes, improving stock accuracy by 20% through effective audits and minimising discrepancies. Collaborated remotely with branch managers to resolve inventory issues and reduced operational costs by 15% through waste reduction practices.

Inventory Management Data Analysis Process Improvement Remote Collaboration Order Processing Report Preparation CRM Systems Microsoft Excel Google Suite

Virtual Assistant

Homework Market

Jan 2016 - May 2017 (1 year 4 months)

Managed client calendars and developed project tracking systems, increasing productivity by 20%. Delivered professional customer support and conducted data entry for over 100 client projects, ensuring accuracy and timely resolutions.