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Purity Nkatha

@puritynkatha

Customer Success professional with 18+ years' experience across banking, distribution, and travel from onboarding through retention and cross sell.

Kenya

Message

What I'm looking for

I'm seeking a customer success role where my cross-sector background and steady, people-first approach would add value.

At Exotique Tours and Travel Limited, I designed personalised travel packages around customers’ interests, budgets and preferred dates, lifting satisfaction by 25%. I served as the main point of contact from first inquiry through post-trip follow-up.

I reworked booking workflows and coordination with hotels and transport providers, giving clients clearer arrangements and fewer delays. I also introduced a feedback routine after each holiday and shared recurring themes with management to refine itineraries and supplier choices.

Earlier, as Key Account Manager at Manara Limited - Unilever Distributor, I ran branch operations and key retail and wholesale accounts. I opened two further profitable branches within two years and grew the customer base by 40%.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Associate

Current

Exotique Tours and Travel Limited

Jul 2016 - Present (10 years 3 months)

Designed personalised travel packages, lifting satisfaction by 25%. Led a team handling inquiries across phone, email and chat, and introduced feedback routines to refine itineraries.

Customer Success Travel Planning Booking Management Team Leadership Zendesk Slack Zoom Customer Retention Complaint Resolution

Key Account Manager

Manara Limited - Unilever Distributor

May 2013 - Jun 2016 (3 years 1 month)

Ran branch operations and a portfolio of key accounts, opening two further branches and growing the customer base by 40%. Cut stock variances by 15% and raised delivery efficiency by 25%.

Key Account Management Stock Control Inventory Management Order Fulfilment Route Planning Team Leadership Sales Business Development

Admin and Procurement Officer

Veterinaries Sans Frontiers - Belgium

Apr 2012 - Apr 2013 (1 year)

Handled procurement of office equipment and supplies, cutting turnaround time by 20%. Maintained asset registers and inventory documentation, increasing accuracy by 10%.

Procurement Supplier Management Inventory Control Asset Management Invoice Processing Logistics Management

Direct Sales Representative

National Bank of Kenya

Sep 2008 - Mar 2012 (3 years 6 months)

Sold more than five bank products through prospecting and referrals, growing customer acquisition by 20%. Guided new customers through applications and account activation.

Direct Sales Sales Prospecting Customer Acquisition Product Knowledge Customer Service Reporting