Open to opportunities

Susan Nafula

@susannafula1

Customer-focused operations and support professional delivering empathetic, accurate worker support in high-volume environments.

Kenya

Message

What I'm looking for

I seek a role in worker or customer operations where I can own end-to-end support, improve workflows, mentor teams, and deliver reliable 24/7 platform support.

I am an operations and support professional with 8+ years delivering fast, accurate, and empathetic support across chat, voice, and CRM-driven workflows. I specialize in worker operations for high-volume, time-sensitive marketplaces and 24/7 service models.

I have owned end-to-end case resolution using Salesforce and Zoho, maintained detailed CRM records, and supported onboarding, escalation handling, and documentation accuracy. I consistently meet SLA targets while processing high caseloads with strong attention to compliance and quality.

In leadership roles I have mentored and onboarded over a dozen team members, coordinated daily performance reviews, and improved operational efficiency by identifying workflow gaps and streamlining reporting. I bring hands-on experience with Google Workspace, Trello, Slack, and other collaboration tools.

I am flexible and experienced in shift-based and remote support environments, committed to delivering reliable, high-quality platform support that improves retention, turnaround times, and worker satisfaction.

Experience

Work history, roles, and key accomplishments

Team Leader – Customer Operations

Jafari Credit

Mar 2023 - Sep 2025 (2 years 6 months)

Led high-volume worker and client support operations, owning end-to-end case resolution and mentoring 12+ team members to ensure SLA adherence and consistent service delivery across 24/7 shifts.

Salesforce Zoho Onboarding Escalation Management Shift Scheduling

Sales Agent – Customer Support

Premier Credit Limited

Mar 2019 - Dec 2022 (3 years 9 months)

Delivered chat and voice support resolving issues promptly and processed 150+ cases/applications per month while guiding onboarding and maintaining compliant CRM records to improve retention.

Customer Support CRM (Salesforce)Zoho Case Management Onboarding Data Entry Google Workspace

Sales Representative

Platinum Credit Limited

Oct 2018 - Dec 2018 (2 months)

Promoted logbook loan products to increase daily conversions, processed high volumes of inquiries, and supported repayment follow-ups to improve customer satisfaction.

Sales Customer Service Documentation Review Client Engagement Relationship Building

Business Developer

Jamii Bora Bank

Aug 2017 - Oct 2018 (1 year 2 months)

Onboarded and managed a pipeline of 80+ SME clients by assessing needs and aligning banking products, strengthening retention and supporting loan processing compliance.

Business Development Pipeline Management Client Relationship Management Loan Documentation Field Sales

Acting Supervisor

Tiramisu Hub

Apr 2016 - Jun 2017 (1 year 2 months)

Supervised a team of 10+ staff, coordinated front- and back-of-house operations to improve turnaround times, managed scheduling and inventory to maintain service consistency.

Team Supervision Shift Management Inventory Control Service Recovery Staff Training Coordination