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Theodora Shitemi

@theodorashitemi

Customer Experience Associate improving customer journeys, satisfaction, loyalty, and retention through analytics, CRM, and cross-team leadership.

Kenya

Message

What I'm looking for

I am looking to join a competitive organization that “values, nurtures and develops its workforce” with professionalism and structured learning. I want to grow by using my knowledge to improve customer experience, reduce churn, and lead customer-focused teams.

I am a Customer Experience Associate focused on making every step of the customer journey “smooth, engaging, and effective.” I track and improve customer satisfaction, loyalty, and reduce churn by using feedback and measurable experience metrics.

I map the customer journey, identify pain points, and collect and analyze feedback to guide improvements. I also collaborate with sales, marketing, product, and customer service teams to turn customer insights into practical actions.

As a customer-facing leader, I lead, train, and manage customer-facing teams for great service. I develop and test strategies to boost customer value and retention, and I use CRM tools to monitor customer experience metrics while managing communication channels to keep customers connected and happy.

Before CX, I built strong customer-facing and commercial experience as a Technical Sale and Marketing Agent, Sales and Marketing Executive, and Customer Service Rep., handling presentations, sales transactions, complaint resolution, and customer inquiries via email and chat. I hold a Bachelor of Education (Special Needs), which strengthens my communication, patience, and inclusive support mindset.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Associate

Current

LoHo Learning

May 2025 - Present (10 months)

Ensures a smooth customer journey by mapping experiences, identifying pain points, and collecting feedback to drive improvements. Tracks customer satisfaction and loyalty using CRM tools, trains customer-facing teams, and manages communication channels to improve retention.

Customer Journey Mapping Customer Retention Customer Communications

Technical Sales & Marketing Agent

Interintel Technologies

Jun 2023 - Sep 2024 (1 year 3 months)

Managed sales by contacting new and existing customers, explaining product/service advantages, and delivering persuasive presentations. Processed transactions and resolved post-sale concerns, including complaints, returns, and discounts, while supporting market understanding through conferences.

Customer Outreach Product Presentations Complaint Resolution Returns And Discount Handling

Sales and Marketing Executive

Macwear Africa Collections

Jul 2022 - May 2023 (10 months)

Drove sales and marketing by reaching out to new and existing customers and presenting product/service benefits to encourage purchases. Supported the full sales process by communicating before and after sales, handling transactions and cash register operations, and resolving customer complaints, returns, and price changes.

Pre And Post Sales Communication Cash Register Returns And Price Change Handling

Customer Service Representative

Royale Rationell Consult

Aug 2020 - Jul 2022 (1 year 11 months)

Handled customer inquiries via email and chat, providing accurate and timely support while adhering to service level agreement deadlines. Coordinated with internal teams for faster resolutions and escalated complex issues to managers when needed.

Email Support SLA Management Escalation Management

Education

Degrees, certifications, and relevant coursework

St Paul’s University

Bachelor of Education (Special Needs Education), Special Needs Education

2016 - 2020

Grade: 2nd Class Honours - Lower Division

Earned a Bachelor of Education (Special Needs Education) at St Paul’s University from 2016 to 2020. Graduated with a cumulative average of 59.42 and 2nd Class Honours (Lower Division).