Looking for a job

SHARON ACHIENG

@sharonachieng1

Kenya

Message

What I'm looking for

Seeking a remote role in Customer Care or Operations Management where I can apply my skills in team leadership, process improvement, and customer experience. I value growth, collaboration, and contributing to service excellence.

I am a Customer Service and Operations Specialist with 8+ years of experience supporting clients, managing inquiries, and ensuring smooth business operations. I excel in communication, problem-solving, CRM management, and delivering professional remote support across different industries.

My background includes customer success, email/chat support, record management, workflow coordination, and maintaining high customer satisfaction. I’m known for being organized, dependable, and able to work independently or as part of a team.

In addition to client support, I also offer graphic design services, creating clean, modern, and visually appealing marketing materials. I design flyers, posters, branding assets, social media content, and short promotional videos that help businesses improve their visibility and communicate effectively with their customers.

I combine customer insight with creative skills — allowing me to support businesses not only through operations and customer service, but also through visually branded content that strengthens engagement.

I am remote-ready, adaptable, and passionate about helping businesses deliver excellent customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Safaricom Franchise

Sep 2022 - Present (3 years 3 months)

Led and mentored a multi-channel customer support team using Salesforce and ZOHO, improving customer satisfaction scores by 40% and increasing team efficiency by 35% through process improvements and SOPs.

Customer Support Salesforce Team Leadership Process Improvement SOPs KPI Management Zoho Multichannel Support

Customer Care Representative

Branded Communications Limited

Oct 2019 - Aug 2022 (2 years 10 months)

Provided frontline multi-channel customer support and handled escalations to meet SLAs, consistently exceeding KPIs and contributing to improved resolution processes and high customer satisfaction ratings.

Customer Support Salesforce ZOHO Escalation Handling SLA Management Phone Support Email Support Chat Support Zoho

Store Controller

Branded Communications Limited

Jan 2019 - Sep 2019 (8 months)

Oversaw daily store operations and inventory controls, reducing stock discrepancies by 25% and implementing rotation and monitoring systems to minimize wastage and shortages.

Inventory Management Stock Control Reporting Loss Prevention Procurement Coordination Inventory Rotation Compliance Excel

Procurement Officer

Company Name

Apr 2018 - Jan 2019 (9 months)

Managed supplier relationships and negotiated contracts to achieve a 10% reduction in purchasing costs while ensuring timely delivery and monitoring vendor performance.

Procurement Supplier Management Contract Negotiation Cost Reduction Vendor Evaluation Budget Support Purchasing

Cashier / Frontline Associate

Company Name

Aug 2017 - Apr 2018 (8 months)

Handled 300+ daily transactions with 100% cash balancing accuracy, delivered excellent customer service, and promoted add-on sales to increase daily revenue.

Record keeping Cash Handling Customer Service Transaction Reconciliation Sales Support Accuracy