Looking for a job

SHARON ACHIENG

@sharonachieng1

Supporting e-commerce founders in improving customer experience by eliminating support backlogs, workflow chaos, and organized order tracking | Custom

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

Customer Experience Manager

Current

Safaricom

Sep 2022 - Present (3 years 8 months)

Led end-to-end customer support operations across email, chat, and phone channels,
maintaining customer satisfaction scores above 90%.
 Managed and coached a team of 20–30 support representatives to improve response
quality and resolution efficiency.
 Reduced average response time by 35% through workflow optimization and ticket
prioritization strategies.

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

Customer Service Supervisor

Safaricom

Oct 2019 - Aug 2022 (2 years 10 months)

Provided frontline customer support across phone, email, and chat, resolving inquiries in
line with SLAs to 85%.
 Consistently exceeded performance KPIs, achieving high customer satisfaction ratings up
to 94%.
 Documented customer interactions accurately in CRM systems (Salesforce, Zendesk)

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

Inventory Analyst

Branded Communications Limited

Jan 2019 - Sep 2019 (8 months)

Managed supplier relationships, negotiated favorable contracts, and achieved a 15% cost
reduction in purchasing.
 Monitored and evaluated vendor performance for continuous improvement.
 Supported budget management and financial accuracy in procurement operations
 Ensured timely delivery of goods and services while maintaining quality standards.

Inventory Rotation Compliance Excel

Customer Support Agent

branded communication Agency

Apr 2018 - Jan 2019 (9 months)

Served as a frontline customer support agent handling in-person, phone, and chat
inquiries.
 Improved customer satisfaction by 30% through active listening and proactive problemsolving.
 Processed payments, returns, and orders accurately, maintaining full audit compliance.

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