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Loise Waithaka

@loisewaithaka

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Customer Experience Specialist improving loyalty through empathetic, multichannel support.

Kenya

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What I'm looking for

I’m looking for a fast-paced, customer-centric role where I can use multichannel support and data insights to improve satisfaction, reduce complaints, and strengthen loyalty. I want ownership, cross-functional collaboration, and clear service standards to deliver consistent experiences.

I’m a Customer Experience Specialist and Customer Support professional with a track record of improving satisfaction, resolving issues quickly, and building long-term customer loyalty across retail, banking, and operations. I bring strong multichannel support capability, data-driven decision-making, and a talent for simplifying complex information into clear, empathetic solutions in high-volume environments.

In my current role as a Customer Success Lead at Kuku Chic, I lead daily customer experience operations—resolving 90% of concerns on first contact and improving satisfaction scores by 35%. I analyze feedback to identify recurring process gaps and service trends, and I implement improvements that reduced complaints by 40% within six months, while also coordinating across sales, production, and delivery teams to protect order accuracy and on-time fulfillment.

Previously, I served as a Customer Success Specialist at Maranatha Poultry Enterprise Limited, where I reduced stock-related complaint volumes by 95% through forecasting and proactive communication, and maintained 98% accuracy for customer product availability. Before that, I worked as a Customer Service Analyst at Fuga Stock Feeds Limited and a Customer Service Officer at Faulu Microfinance Bank, strengthening first-contact resolution, service reliability, and customer trust through consistent communication, documentation accuracy, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Lead

Current

Kuku Chic

Nov 2022 - Present (3 years 8 months)

Lead daily customer experience operations, resolving 90% of concerns on first contact and improving customer satisfaction by 35%. Analyze feedback to implement process improvements that reduced complaints by 40%, and train frontline staff to improve service consistency by 30%.

Customer Experience Operations Customer Satisfaction Customer Feedback Analysis Process Improvement Cross functional Coordination Order Accuracy Response Rate Management

Customer Success Specialist

Maranatha Poultry Enterprise Limited

Jan 2021 - Oct 2022 (1 year 9 months)

Managed customer-facing inventory inquiries and ensured product availability, reducing stock-related complaints by 95% through forecasting and proactive communication. Resolved 90% of customer cases on first contact by troubleshooting supply discrepancies and following up clearly.

Customer Facing Support Forecasting Supply Discrepancy Troubleshooting

Customer Service Analyst

Fuga Stock Feeds Limited

Oct 2015 - Dec 2020 (5 years 2 months)

Maintained proactive supplier and internal communication to reduce customer-facing delivery delays by 40% and improve order reliability. Inspected incoming goods to prevent quality issues and improved storage and FIFO practices, reducing returned items by 90% and stock-related interruptions by 95%.

Supplier Coordination Inventory Management Incoming Goods Return Reduction First Out Inventory Data Accuracy Dispatch Documentation

Customer Service Officer

Faulu Microfinance Bank Limited

Oct 2014 - Sep 2015 (11 months)

Provided high-standard support for banking products and services, improving customer understanding and satisfaction by 40%. Resolved 95%+ of inquiries on first contact using empathy and active listening, and assisted with transactions and documentation to reduce service desk wait times by 30%.

Banking Customer Support Customer Service Active Listening Transaction Support Service Desk Wait Time Reduction Petty Cash Management

Accounts Assistant

Euros Petroleum Dealers Limited

May 2013 - Aug 2014 (1 year 3 months)

Handled administrative duties, daily sales reconciliation, and data posting into QuickBooks with strong attention to detail. Managed cash allocations and prepared verified financial records, supporting reliable data tracking and organizational integrity.

Quickbooks Cash Allocation Administrative Support Data Tracking Organizational Integrity