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sandra sawe

@sandrasawe

Customer Experience Specialist at Kika Liquor Stores Limited, who raised customer satisfaction by 30% through customer journey strategies.

Kenya

Message

At Kika Liquor Stores Limited, I designed customer journey strategies that raised satisfaction scores by 30% and boosted loyalty and retention. I also expanded the client base by 25% through data-driven acquisition strategies.

Earlier at Kika Liquor Stores Limited, I directed a frontline team of 10+ as Customer Experience Lead, reducing turnaround times by 25%. As a Customer Service Executive, I supported more than 50 clients daily and helped implement retention programs that reduced churn by 10%.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Kika Liquor Stores Limited

Jul 2024 - Present (2 years 2 months)

Directed company-wide CX strategy, managing budgets and day-to-day operations while reducing overhead costs by 12% through process optimization. Expanded the client base by 25% through data-driven acquisition strategies and strengthened stakeholder partnerships.

Customer Experience Strategy Budget Management Process Optimization Data Driven Acquisition Stakeholder Management Customer Journey Mapping Corporate Trainer Mentorship

Customer Experience Lead

Kika Liquor Stores Limited

Sep 2020 - Jun 2024 (3 years 9 months)

Directed a frontline team of 10+ to deliver exceptional service, reducing turnaround times by 25% and consistently surpassing customer expectations. Launched targeted retention campaigns that lifted repeat business by 20% within one year.

Team Leadership Customer Service Retention campaigns Market Research Performance Management Partner Negotiation

Customer Service Executive

Kika Liquor Stores Limited

Mar 2015 - Aug 2020 (5 years 5 months)

Delivered frontline customer support to 50+ clients daily, resolving inquiries with a 90% satisfaction rate and strengthening long-term relationships. Conducted customer due diligence and market research that informed product offerings.

Customer Support Market Research Payroll Processing Staff Scheduling Retention Programs Compliance