LNlornah ndathe
@lornahndathe
Customer Success Manager specializing in building strong customer relationships.
KenyaWhat I'm looking for
I specialize in building strong customer relationships, ensuring smooth onboarding, and driving long-term value. By proactively identifying challenges and offering tailored solutions, I’ve helped reduce churn, increase retention, and drive account growth. My approach has led to a 40% boost in customer engagement and a 30% increase in upsell revenue.
I excel at collaborating with cross-functional teams, using customer insights to refine processes, and ensuring every client gets the most out of their experience. Now, I’m eager to bring my problem-solving mindset and customer-first approach to a team that prioritizes long-term success.
Experience
Work history, roles, and key accomplishments
Customer Success & Quality Analyst
Sama
Feb 2022 - Nov 2023 (1 year 9 months)
As a Customer Success & Quality Analyst at Sama, I reduced churn by 40% through personalized onboarding strategies and improved customer retention by 60% via proactive engagement. I enhanced customer satisfaction scores by 35% through data-driven process optimization and designed a training program that increased team efficiency by 70%.
Customer Success & Sales Representative
Zeraki
Mar 2020 - Jan 2022 (1 year 10 months)
In my role as a Customer Success & Sales Representative at Zeraki, I boosted customer engagement by 45% with personalized success roadmaps and exceeded sales targets by 40% by identifying upsell opportunities. I resolved 90% of customer issues on the first interaction, significantly improving our Net Promoter Score.
Credit Analyst Intern (Customer Risk & Success)
Youth Enterprise Development
Aug 2019 - Feb 2020 (6 months)
During my internship as a Credit Analyst at Youth Enterprise Development, I reduced delinquency rates by 40% through risk analysis and personalized payment plans. I improved fraud detection by 20% and enhanced loan processing efficiency by 70%, significantly improving customer experience.
Education
Degrees, certifications, and relevant coursework
MUMount Kenya University
Bachelor of Commerce, Finance
2021 -
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Interested in hiring lornah?
You can contact lornah and 90k+ other talented remote workers on Himalayas.
Message lornahFind your dream job
Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
