Sandra Masibayi
@sandramasibayi
Senior Customer Service leader driving team performance, issue resolution, and customer satisfaction.
KenyaWhat I'm looking for
I am an experienced Senior Customer Service Executive with over five years leading contact centre teams, resolving complex customer issues, and improving performance through coaching and metrics-driven strategies. I consistently motivate staff, implement process improvements, and maintain high service standards under pressure.
I combine strong technical troubleshooting, customer education, and feedback-driven product insight to boost satisfaction and productivity. I am eager to leverage my leadership and customer-service expertise in a Team Leader role to help an organization deliver excellent customer experiences and measurable results.
Experience
Work history, roles, and key accomplishments
Senior Contact Centre Officer
Ngao Credit Limited
Jul 2021 - Present (4 years 4 months)
Lead frontline support handling multichannel customer inquiries, troubleshooting technical issues, and managing ticket resolution to improve service responsiveness and feedback collection since July 2021.
Telesales Agent
Platinum Credit Limited
Oct 2020 - Jul 2021 (9 months)
Generated and qualified high-volume leads via cold calling, upsold products and scheduled sales appointments, contributing to increased revenue through meeting cold-calling and upsell targets (Oct 2020–Jul 2021).
Customer Support Representative
BuyMore Limited
Jan 2020 - May 2020 (4 months)
Provided live chat, email and phone support for orders and returns, documented sales data and trained junior staff to improve support quality during Jan 2020–May 2020.
Nutrition and Dietetics Attaché
Kisumu County Hospital
Aug 2016 - Nov 2016 (3 months)
Counseled patients on nutrition, monitored foodservice quality and trained staff on diet principles to support patient care during Aug 2016–Nov 2016.
Receptionist
Enigma Resort
Jul 2015 - Dec 2015 (5 months)
Served as first point of contact, managed multi-line calls, guest enquiries and complaints while maintaining a professional front-desk experience (Jul 2015–Dec 2015).
Receptionist
Lakers Hub
Jan 2013 - Oct 2014 (1 year 9 months)
Managed visitor reception, phone enquiries and information sharing to ensure consistent, welcoming front-office operations from Jan 2013 to Oct 2014.
Education
Degrees, certifications, and relevant coursework
St. Agnes Girls High School
Kenya Certificate of Secondary Education (K.C.S.E), Secondary Education
Awarded the Kenya Certificate of Secondary Education (K.C.S.E) from St. Agnes Girls High School.
St. Mary’s Butula Girls
Kenya Certificate of Primary Education (K.C.P.E), Primary Education
Completed the Kenya Certificate of Primary Education (K.C.P.E) at St. Mary’s Butula Girls.
Eldoret National Polytechnic
Diploma in Nutrition and Dietetics, Nutrition and Dietetics
2017 -
Completed a Diploma in Nutrition and Dietetics at Eldoret National Polytechnic.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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