Susan Wambua
@susanwambua
Customer care and operations leader driving service excellence and team performance.
KenyaWhat I'm looking for
I am a customer service and operations professional with over nine years' experience across telecommunications, visa application centers, and service industries, focused on improving processes and enhancing customer experience.
I have led teams supporting large customer bases, driven measurable improvements in CSAT and NPS, implemented payment and booking innovations, and introduced record-keeping systems that cut costs and boosted revenue.
I bring strengths in people management, quality assurance, compliance, and data-driven operational optimization, and I am committed to coaching teams and delivering reliable, customer-focused service.
Experience
Work history, roles, and key accomplishments
Supported a Kenyan customer base of over 3 million users, improving CSAT/NPS and reducing response times through process improvements and team coaching, contributing to 80%+ satisfaction rates.
Customer Relations & Office Administrator
Wanderjoy Party World
Apr 2018 - Feb 2019 (10 months)
Resolved customer issues and supervised administrative staff while introducing record-keeping systems that cut costs by 25% and recommended new products based on customer needs.
Operations Executive
Tele-contact Limited
Dec 2015 - Apr 2018 (2 years 4 months)
Managed operations for UK, Australia, and Belgium Visa Application Centers, launched premium home services increasing sales 30% and implemented online booking and mobile payments to reduce queues.
Personal Assistant & Front Office Admin
Disney Insurance Brokers
Mar 2013 - Aug 2015 (2 years 5 months)
Managed CEO scheduling and documentation, improved front office operations and client relations, and recorded and resolved customer complaints to enhance service delivery.
Relationship Center Supervisor
Essar Telecom
Mar 2011 - Jan 2013 (1 year 10 months)
Supervised service center teams, resolved escalated customer queries, conducted training and performance evaluations, and managed sales and cash reporting to meet quality standards.
Sales & Marketing Executive
East Africa Educational Publishers
Sep 2008 - Oct 2009 (1 year 1 month)
Promoted and sold educational products across East Africa, managing client relationships and sales operations to meet regional targets.
Education
Degrees, certifications, and relevant coursework
Nairobi Aviation College
Diploma, Computer Engineering
2009 - 2009
Completed a Diploma in Computer Engineering at Nairobi Aviation College in 2009.
Nairobi Aviation College
Certificate, Mass Communication
2007 - 2007
Completed a Certificate in Mass Communication at Nairobi Aviation College in 2007.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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