Open to opportunities

Susan Wambua

@susanwambua

Message

Customer care and operations leader driving service excellence and team performance.

Kenya

Message

What I'm looking for

I seek a leadership role where I can optimize operations, coach teams, improve CSAT/NPS, and implement process and cost efficiencies in a customer-focused organization.

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

Customer Care Executive

M-KOPA

Jun 2021 - Aug 2025 (4 years 2 months)

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 Service CSAT Team Leadership Process Improvement Performance Monitoring Coaching Data Analysis

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.

Customer Relations Office Administration Record keeping Staff Supervision Customer Satisfaction Process Optimization

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.

Operations Management Process Design Sales Growth Reporting

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.

Executive Support Client Relations Scheduling Documentation Communication

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.