SARAH ADHIAMBO
@sarahadhiambo
I improve customer experiences through order operations, escalations, logistics coordination, and performance-driven team support.
KenyaWhat I'm looking for
At Jumia, I process and validate customer orders across phone, email, and live chat, helping customers move smoothly from order placement through delivery.
I coordinate with delivery riders, warehouse teams, logistics partners, finance, sales, and operations teams to resolve order discrepancies, payment issues, dispatch delays, and complex escalations.
I use CRM systems, logistics dashboards, KPI reports, and Excel to maintain accurate customer records, monitor performance, identify service gaps, and improve end-to-end service delivery.
Previously, as a Trainer/Team Leader at Tenspot Ltd, I led customer service agents, coached performance, supported onboarding, monitored quality, and helped teams meet service-level and customer experience standards.
Experience
Work history, roles, and key accomplishments
Customer Experience & Operations Associate
Jumia
Apr 2022 - Present (4 years 5 months)
Processes and validates customer orders across phone, email, and live chat, ensuring accurate fulfillment within SLAs. Manages high-volume interactions, resolves escalations, and coordinates with logistics teams to ensure timely delivery.
Trainer/Team Leader
Tenspot Ltd
Jan 2021 - Feb 2022 (1 year 1 month)
Led and supervised a team of customer service agents, ensuring achievement of performance targets and SLAs. Provided coaching, monitored KPIs, and coordinated with cross-functional teams to improve service delivery.
Education
Degrees, certifications, and relevant coursework
KCA University
Bachelor's Degree, Journalism and Digital Media
Pursuing a Bachelor's Degree in Journalism and Digital Media.
Rongo University
Diploma, Media and Journalism
2019 -
Completed a Diploma in Media and Journalism.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
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