stellah chepkirui
@stellahchepkirui
I manage high-volume customer support, follow-up, complaint resolution, and retention across phone and email channels.
KenyaWhat I'm looking for
I've progressed from Customer Experience Intern to Customer Experience Executive at a telecommunications services company, managing 50+ daily customer interactions through outbound calls and email. I support onboarding, account requests, upgrades, complaints, follow-up, retention, and service fulfilment.
I keep customer records accurate, coordinate escalations with Technical, Billing, Sales, and Operations teams, and turn feedback into Excel-based reports on recurring issues and trends. I also bring first-line IT support experience, strong process compliance, and a customer-focused approach to structured, high-volume work.
Experience
Work history, roles, and key accomplishments
Customer Experience Executive
Telecommunications Services Company
Feb 2023 - Aug 2026 (3 years 6 months)
Managed 50+ customer interactions daily through outbound calls and email, providing accurate information and proactive follow-up. Maintained customer records, handled complaints, coordinated escalations, and prepared feedback reports.
Customer Experience Intern
Telecommunications Services Company
Aug 2022 - Jan 2023 (5 months)
Supported customers through outbound phone and email interactions, providing clear information and assistance. Entered and updated customer complaints and service requests in internal CRM systems.
IT Support Attaché
National Postal Services Organization
Sep 2020 - Dec 2020 (3 months)
Provided first-line support to internal users and documented reported issues and resolutions. Assisted with basic technical troubleshooting and communicated solutions clearly to users.
Education
Degrees, certifications, and relevant coursework
Jomo Kenyatta University of Agriculture and Technology
Bachelor of Business Information Technology, Business Information Technology
2018 - 2022
Pursued a Bachelor of Business Information Technology, focusing on the intersection of business and IT.
Cisco Networking Academy
Cisco CCNA 1-3, Networking
2016 - 2017
Completed Cisco CCNA 1-3, covering networking fundamentals and routing and switching.
Moi University
Diploma in Information Technology, Information Technology
2014 - 2015
Completed a Diploma in Information Technology, gaining foundational knowledge in IT.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Job categories
Skills
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