Open to opportunities

stella mburu

@stellamburu

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Customer support specialist driving faster response, higher retention, and measurable revenue growth.

Kenya

Message

What I'm looking for

I seek a customer-facing role where I can improve processes, lead a team, and increase retention through data-driven support and strong client relationships.

I am a customer support specialist with over two years' experience improving service processes, leading teams, and driving measurable results. I have a demonstrated record of reducing response times by 50% and resolving 90% of customer complaints on first contact.

At Monarch Lounge and Diani Sea Resort I led cross-functional teams, implemented process improvements, and launched marketing initiatives that boosted revenue and client retention. I combine strong communication, leadership, and problem-solving skills with hands-on experience in project management and digital tools.

I am committed to delivering exceptional customer experiences, mentoring teams to higher performance, and using data-driven strategies to increase satisfaction and drive business growth.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

Monarch Lounge

Nov 2024 - Jul 2025 (8 months)

Devised customer retention strategies that increased sales conversion from 60% to 80% and instituted a service process reducing response time by 50%, while leading a 10-person cross-functional team to boost productivity 30%.

Customer Support Customer Retention Team Leadership Process Improvement CRM Event Coordination Revenue Growth

Guest Relations Officer

Diani Sea Resort

Dec 2023 - Aug 2024 (8 months)

Resolved 90% of customer complaints on first contact and streamlined reporting to cut data entry time by 55%, driving $65,000 in new business and increasing client retention by 40%.

Reporting Optimization Customer Retention Staff Training CRM