lornah 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
Mount Kenya University
Bachelor of Commerce, Finance
2021 -
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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