naima ronoh
@naimaronoh
I improve customer experiences through high-volume support, case ownership, and real-time service monitoring.
KenyaWhat I'm looking for
I've supported high-volume customer operations at Call Centre International Kenya, handling phone and email enquiries, complaints, escalations, follow-ups, and accurate CRM case records.
As a Real-Time Analyst, I monitor service activity, identify issues affecting response times and customer experience, and coordinate with supervisors and support teams to restore service levels. I use Excel, CRM/contact-centre systems, workforce systems, and reporting dashboards to support operational decisions.
My earlier administrative support experience at Britam Holdings strengthened my approach to client communication, documentation, scheduling, and cross-team coordination. I'm known for staying calm under pressure, listening carefully, and following through on customer concerns.
Experience
Work history, roles, and key accomplishments
Real-Time Analyst
Call Centre International (CCI) Kenya
Aug 2024 - Feb 2026 (1 year 6 months)
Monitored high-volume customer service operations, escalated issues, and prepared reports to support service improvement.
Customer Service Representative
Call Centre International (CCI) Kenya
May 2019 - Aug 2024 (5 years 3 months)
Handled high-volume customer enquiries by phone and email, managed complaints, and maintained accurate CRM records.
Administrative Assistant
Britam Holdings
Aug 2013 - Apr 2017 (3 years 8 months)
Provided administrative and client support, handled telephone communication, and maintained accurate documentation.
Education
Degrees, certifications, and relevant coursework
Nairobi Aviation College
Diploma, Front Office and Administration Management
Diploma in Front Office and Administration Management from Nairobi Aviation College.
Kyethivo Girls Secondary School
Kenya Certificate of Secondary Education, Secondary Education
Kenya Certificate of Secondary Education (KCSE) from Kyethivo Girls Secondary School.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
Interested in hiring naima?
You can contact naima and 90k+ other talented remote workers on Himalayas.
Message naimaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
