Open to opportunities

Rachael Aduma

@rachaeladuma

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Results-driven Customer Experience & CRM Specialist with 14 years' experience.

Kenya

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What I'm looking for

I am looking for a role that fosters growth, values customer-centric strategies, and promotes team collaboration.

I am a results-driven Customer Experience & CRM Specialist with over 14 years of progressive experience in customer service, digital support operations, and client relationship management. My expertise in CRM platforms like Zendesk, Salesforce, and Freshdesk has consistently improved customer satisfaction and streamlined workflows. I have a proven track record of delivering agent training that drives measurable performance improvements, and I excel in managing high-volume, omnichannel support environments.

Throughout my career, I have demonstrated leadership in team management, onboarding, and quality assurance. I have successfully spearheaded CRM operations at RapidPace Ltd, optimizing ticket handling time by 30% and achieving a CSAT score of over 92%. My experience also includes training over 100 new agents at Safaricom PLC, where I developed performance monitoring templates that reduced error rates by 35%. I am passionate about supporting business operations and implementing customer retention strategies that yield tangible results.

Experience

Work history, roles, and key accomplishments

Current

CRM Specialist & Team Lead

Current

RapidPace Ltd

Oct 2024 - Present (9 months)

Spearheaded CRM operations, optimizing usage of Zendesk and Salesforce to improve ticket handling time by 30%. Managed and coached a team of remote agents, resulting in a 20% boost in resolution accuracy and a consistent CSAT score of over 92%.

Zendesk Salesforce Team Leadership Workflow Optimization Quality Assurance Remote Team Management Customer Satisfaction Ticketing

Virtual Executive Assistant

Vireo Digital Solutions

Jan 2024 - Nov 2024 (10 months)

Provided executive support to international clients including calendar management, inbox handling, travel coordination, and data entry. Managed CRM updates, lead tracking, and reporting for client pipelines.

Executive Support Calendar Management Inbox Management Data Entry CRM Reporting Client Communication Workflow Automation

Customer Service Induction Trainer

Safaricom PLC

Jun 2023 - Jan 2024 (7 months)

Led customer experience onboarding for new hires, equipping over 100+ agents with core product knowledge, CRM tools training, and service quality frameworks. Developed performance monitoring templates and feedback tools, reducing agent error rates during onboarding by 35%.

Customer Training Onboarding CRM Tools Quality Performance Monitoring Product Knowledge Agent Development

Customer Experience Executive

Safaricom PLC

Aug 2017 - Jun 2023 (5 years 10 months)

Delivered hybrid customer service support, managing inquiries across voice, email, and live chat channels with an average response SLA of under 2 minutes. Used CRM tools to resolve 50+ service tickets daily, leading to a 25% improvement in customer resolution speed.

Customer Service CRM Tools Live Chat Email Support Escalation Management Customer Service SLA’S

Call Center Agent / Customer Care Representative

Safaricom PLC

Jun 2012 - Aug 2016 (4 years 2 months)

Supported over 150+ customers daily with account queries, service faults, and product education. Helped restructure escalation paths, cutting average resolution time by 20%.

Customer Support Account Management Service Fault Resolution Product Education Escalation Management Customer Care Problem Solving Communication

Customer Support Representative (EPZ Outsourcing)

Kencal EPZ

Jul 2008 - Sep 2009 (1 year 2 months)

Provided transcription and call center support for Telkom and Orange Kenya subscribers. Maintained call documentation quality that exceeded compliance benchmarks.

Transcription Call Center Support Customer Service Documentation Compliance Data Entry Communication Problem Solving Quality Assurance Telecommunications

Education

Degrees, certifications, and relevant coursework

Jomo Kenyatta University of Agriculture and Technology (JKUAT)

Diploma, Information Technology

Studied Information Technology, gaining foundational knowledge in various IT concepts and applications. Completed coursework relevant to modern technological landscapes.