Lydia Kanana
@lydiakanana
Customer Experience & Retention Specialist delivering proactive support, improving satisfaction through structured coordination.
CanadaWhat I'm looking for
I’m a client-focused Customer Experience & Retention Specialist who supports service delivery through clear, proactive client communication and structured follow-ups. I’ve improved client coordination efficiency by 40% and reduced service delays and escalations by 30% using real-time updates, structured tracking, and proactive issue resolution.
In fast-paced environments, I manage multi-account workflows and keep client journeys smooth through empathetic engagement, onboarding support, and consistent satisfaction monitoring. I’ve maintained a 95%+ service reliability rate by coordinating between internal teams and clients, while handling 15–20 requests daily and managing 50+ weekly interactions.
I also strengthen operations by collecting and documenting feedback, improving internal process adjustments and service improvements by 20%. I’m comfortable working in CRM and collaboration systems (HubSpot/Zoho, Google Workspace, Microsoft Office, Asana, Trello) to ensure accurate tracking, reporting, and workflow optimization.
Experience
Work history, roles, and key accomplishments
Customer Support & Virtual Assistant
Canada Remote
Jan 2023 - Mar 2026 (3 years 2 months)
Supported client-facing coordination and service delivery by implementing structured communication systems, improving response efficiency by 40%. Managed real-time updates and proactive follow-ups to reduce service delays by 30%, increase client satisfaction consistency by 25%, and maintain 95%+ service reliability while handling 15–20 requests daily.
Customer Service & Admin Support
Arroway Industries
Jun 2021 - Dec 2022 (1 year 6 months)
Managed communication between clients and service providers for 50+ weekly interactions, improving client response turnaround time by 45% through real-time updates and prioritization. Handled 20+ daily client/service adjustments, maintained accurate request tracking for reporting accuracy gains of 25%, and improved client satisfaction and service consistency by 30% while achieving 95%+ completion
Education
Degrees, certifications, and relevant coursework
Meru University
Master of Business Administration (MBA), Business Administration
Completed a Master of Business Administration (MBA) focused on business administration studies at Meru University.
Nazareth Computer College
Diploma in Computer Science, Computer Science
Completed a Diploma in Computer Science at Nazareth Computer College.
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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