Martin Njau
@martinnjau
Customer service leader with 8+ years driving KPIs, quality, and team performance.
KenyaWhat I'm looking for
I’m a results-driven customer service operations leader with 8+ years’ experience in operations, customer service, and team leadership. I ensure high-volume customer service teams meet monthly targets for customer satisfaction, quality, and productivity, while serving as the direct escalation channel for complaints to resolution.
Across Kenya and other markets, I supervise, coach, and set performance KPIs for service representatives, manage backlog and shift schedules, and deliver customer experience and floor metrics within timelines. I also support continuous improvement through training documentation, CRM updates, quality assurance, and proactive issue identification—backed by IT Service Management and leadership training, plus an Advanced Diploma in Business and Accounting (ACCA Level 2).
Experience
Work history, roles, and key accomplishments
Resulting Lead
Shop and Deliver Ltd
Sep 2019 - Present (6 years 11 months)
Led the customer service team to meet monthly targets for customer satisfaction, quality, and productivity. Acted as the escalation channel for customer complaints and supervised coaching, KPI setting, shift schedules, and customer/floor metrics delivery.
Customer Service Agent
Shop and Deliver Ltd
Jun 2016 - Aug 2018 (2 years 2 months)
Handled customer enquiries across e-mail, phone, and face-to-face channels while working to agreed service levels and productivity standards. Took ownership of queries through to resolution, performed quality assurance, and supported continuous improvement activities.
Customer Service Rep - Airtel Money
Horizon Contact Centers
Jun 2015 - May 2016 (11 months)
Managed inbound/outbound calls for Airtel Money accounts, maintaining customer experience within quality standards. Updated customer information on the CRM, handled objections and complaints, supported escalation processes, and contributed to team performance.
Retail Sales Officer
Chase Bank
May 2014 - Mar 2015 (10 months)
Sold retail banking products and services to support sustainable business growth while providing excellent customer experience across channels. Monitored and escalated performance issues affecting bank systems and produced regular sales reports.
Account Clerk
Jondu Enterprise
Jul 2013 - Oct 2013 (3 months)
Managed customer/prospect outreach and correspondence to understand needs and support order processing. Prepared quotations and handled purchase orders by tracking orders through delivery.
Enumerator (Contractual)
Independent Electoral and Boundaries Commission
Aug 2013 - Present (13 years)
Worked as an Enumerator (Contractual) and met assigned targets.
Electoral Clerk (Contractual)
Independent Electoral and Boundaries Commission
Dec 2012 - Present (13 years 8 months)
Served as an Electoral Clerk (Contractual) and met assigned targets.
Education
Degrees, certifications, and relevant coursework
KCA University
Advanced Diploma in Business and Accounting (ACCA Level 2), Business and Accounting
2010 - 2013
Advanced Diploma in Business and Accounting with ACCA Level 2. Studied from 2010 to 2013.
University of Nairobi
Bachelor of Arts, Sociology and Economics
2009 - 2013
Bachelor of Arts in Sociology and Economics. Studied from 2009 to 2013.
Queen of Apostle Seminary Secondary School
Kenya Certificate of Secondary Education
2004 - 2007
Grade: B+
Secondary education at Queen of Apostle Seminary Secondary School. Completed studies from 2004 to 2007, earning a B+.
Utafiti Primary School
Primary School Education
1996 - 2003
Grade: A-
Primary education at Utafiti Primary School. Completed studies from 1996 to 2003, earning an A-.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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