Open to opportunities

Murielle Amondi

@murielleamondi

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Customer Experience Manager delivering customer success, retention, and data-driven support.

Kenya

Message

What I'm looking for

I’m looking for a customer-centric team where I can lead Customer Success, improve retention and Account Health, and optimize the Customer Journey with data-driven insights—while collaborating cross-functionally to reduce churn and deliver fast, empathetic support.

I’m a Customer Experience Manager with 4+ years’ experience delivering customer-centric solutions across healthcare and service-driven environments. I focus on Customer Success, client retention, and same-day issue resolution, improving satisfaction by 20% through personalized chat and email support.

In my roles, I manage high-volume client interactions, maintain meticulous documentation for engagement and compliance, and navigate ambiguous situations with a Partner-First Mindset and Customer Empathy. I use Zendesk, Salesforce, and Google Workspace to troubleshoot, improve Account Health, and drive Product Adoption—while mentoring teams and implementing process improvements that strengthen the Customer Journey.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Manager

Current

Equity Afia

Jul 2023 - Present (2 years 11 months)

Improved operational efficiency by streamlining client interactions and scheduling 200+ appointments per month while maintaining Customer Success productivity standards. Resolved 95% of cases within SLAs via Zendesk and Salesforce and increased client engagement through events and workshops for 300+ participants.

& Customer Success Zendesk Salesforce SLA Management Customer Onboarding Google Workspace Process Optimization

Nutritionist

Equity Afia

Jul 2021 - Jun 2023 (1 year 11 months)

Provided personalized virtual nutrition and voice support to 150+ clients per month, improving satisfaction through tailored service plans and detailed documentation. Delivered virtual workshops for audiences up to 200, used Salesforce to monitor progress with 100% data accuracy, and supported churn prevention through long-term solutions.

Customer Support Google Workspace Salesforce Client Retention Customer Training Market Research