Rahama Hussein
@rahamahussein
Customer Experience Specialist improving retention, efficiency, and service excellence with data.
KenyaWhat I'm looking for
I’m a Customer Experience Specialist who drives retention, operational efficiency, and service excellence in fast-paced, data-driven environments. I translate customer insights into action to improve satisfaction, reduce resolution time, and strengthen loyalty—achieving up to 15% retention growth and 95% escalation resolution rates.
In my roles at Securex Agencies Ltd, I owned customer experience performance by analyzing behavioral and operational data, identifying retention, churn, and service gaps, and then partnering cross-functionally to turn insights into process improvements. I designed KPI dashboards and SLA frameworks, strengthened data governance for reliable real-time reporting, and resolved 30+ monthly escalations through structured resolution workflows.
Experience
Work history, roles, and key accomplishments
Senior Customer Experience Executive
Securex Agencies Ltd
Mar 2025 - Present (1 year 3 months)
Owned customer experience performance by analyzing retention/churn drivers, maintaining KPI dashboards and SLA frameworks to support a 2-hour response standard. Resolved 30+ monthly escalations with a 95% success rate by implementing structured resolution workflows.
Customer Relations Executive
Securex Agencies Ltd
Jan 2023 - Feb 2025 (2 years 1 month)
Drove a 15% increase in client retention by designing and implementing data-driven onboarding and engagement strategies. Built KPI tracking frameworks and analyzed customer feedback and service data to identify experience gaps, improving satisfaction and stakeholder reporting.
Sales Advisor
Securex Agencies Ltd
Jun 2021 - Dec 2022 (1 year 6 months)
Evaluated market and customer data to uncover growth opportunities and refine engagement strategies that improved conversion rates. Administered CRM systems for data integrity and pipeline tracking and delivered actionable insights to support customer operations and service delivery.
Education
Degrees, certifications, and relevant coursework
Jomo Kenyatta University of Agriculture and Technology
Bachelor of Science, Strategic Management
Earned a Bachelor of Science in Strategic Management at Jomo Kenyatta University of Agriculture and Technology.
Moringa School
Data Analysis, Data Analysis
Completed a Data Analysis certification through Moringa School.
Coursera
Project Management, Project Management
Completed a Project Management certification through Coursera.
LinkedIn Learning
AI Essentials, Artificial Intelligence
Completed an AI Essentials certification via LinkedIn Learning.
Coursera
Certified Support Agent, Customer Support
Completed a Certified Support Agent certification through Coursera.
Alison
Diploma in Customer Service, Customer Service
Completed a Diploma in Customer Service via Alison.
Coursera
Foundations of Scrum Master, Scrum
Completed Foundations of Scrum Master certification through Coursera.
HubSpot Academy
Customer Journey Mapping, Customer Journey Mapping
Completed a Customer Journey Mapping certification through HubSpot Academy.
Zendesk
Zendesk for Customer Service Agents, Customer Service
Completed the Zendesk for Customer Service Agents certification with Zendesk.
Udemy
Introduction to Bitcoin & Crypto Assets, Cryptocurrency
Completed Introduction to Bitcoin & Crypto Assets training on Udemy.
Alison
Stakeholders Relationships Management, Stakeholder Management
Completed a Stakeholders Relationships Management certification via Alison.
East Africa Customer Care Centre
Customer Experience, Customer Experience
Completed a Customer Experience certification through East Africa Customer Care Centre.
Beam
Mastering Strategic Sales & The Craft of Relationship Management, Sales and Relationship Management
Completed Mastering Strategic Sales and The Craft of Relationship Management training through Beam.
Availability
Location
KenyaAuthorized to work in
Portfolio
github.com/RahmaHussein112Job categories
Skills
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