Open to opportunities

Sophie Karanja

@sophiekaranja

Message

Customer support specialist focused on retention, quality, and measurable results.

Kenya

Message

What I'm looking for

I seek a customer-focused role where I can improve CX and retention, coach teams, use QA to raise performance, and contribute to measurable sales and operational improvements.

I am a customer support specialist with strong experience in multichannel support, conflict resolution, and sales-driven customer retention. I prioritize empathy and clear communication to create positive customer experiences while meeting KPIs.

Across roles at CCI Kenya and Safaricom PLC, I handled high-volume inbound and outbound interactions, maintained first-call resolution, and consistently exceeded performance metrics such as CSAT, AHT, and FCR. I am proficient with CRM and contact center tools including Zendesk, Salesforce, Shopify, and Excel.

I have experience in quality assurance work—auditing interactions, coaching agents, and contributing to process improvements that raised CSAT and FCR. I also mentored new hires and supported compliance with data security and company protocols.

My background includes sales achievements, having driven significant revenue growth by combining product knowledge with strategic prospecting and client education. I seek roles where I can improve customer experience, mentor teams, and deliver measurable service and sales results.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

CCI Kenya

Nov 2024 - Mar 2026 (1 year 4 months)

Delivered multichannel customer support and mentored new hires while achieving an 85% FCR and improving CSAT through targeted coaching and quality audits.

Customer Support Zendesk Salesforce Conflict Resolution KPI Tracking Quality Assurance

Customer Service Representative

ACL – Safaricom PLC

Nov 2021 - Mar 2023 (1 year 4 months)

Provided technical and account support to customers, maintained data privacy compliance, and conducted follow-ups to ensure resolution and high customer satisfaction.

Customer Service Technical Support Data Privacy Active Listening CRM

Dealer Sales Executive

ACL – Safaricom PLC

Oct 2021 - Mar 2023 (1 year 5 months)

Sold business products to SMEs and corporate clients, increasing sales by 75% through strategic prospecting and client education.

B2B Sales Prospecting Relationship Management Sales Strategy CRM Revenue Growth

Accounts & Management Intern

Greenhouse Ltd

Oct 2019 - Jan 2020 (3 months)

Supported financial operations using QuickBooks, prepared invoices and ETR receipts, and managed confidential records to assist internal reporting.

Quickbooks Invoicing Payment Processing Administrative Support Financial Reporting

Acting Quality Analyst

CCI Kenya

Nov 2018 - Nov 2018 (0 months)

Conducted quality audits across voice and email channels, provided coaching to agents, and identified trends that supported CSAT and FCR improvements.

Quality Assurance Coaching & Compliance Root Cause Analysis Reporting