Velona Atieno
@velonaatieno1
Customer service coordinator driving satisfaction and operational efficiency.
KenyaWhat I'm looking for
I am a Customer Service Coordinator with over 10 years of experience improving customer experiences and optimizing operations across retail, banking and telecommunications sectors. I consistently drive measurable results ā including a 20% increase in customer satisfaction and a 10-point gain in NPS.
My background includes coordinating cross-functional teams, managing order processing and after-sales service, and producing performance dashboards that reduced errors by 15%. I have led teams, managed budgets, and implemented process improvements that increased retention and on-time fulfillment.
I seek to leverage my skills in remote or hybrid customer service roles within dynamic organizations where transparent communication, workflow optimization and customer-centric strategies are valued.
Experience
Work history, roles, and key accomplishments
Customer Service Coordinator
Rosewood Furniture
Nov 2023 - Present (2 years 2 months)
Improved client satisfaction and on-time order fulfillment by coordinating production communications, facilitating daily WIP meetings, and managing after-sales service scheduling, resulting in a 10-point NPS increase and 15% error reduction.
Bank Teller
Diamond Trust Bank
Jan 2022 - Feb 2023 (1 year 1 month)
Processed 100+ daily transactions with 100% accuracy, opened accounts driving a 10% customer base increase, handled currency exchange and transaction reporting to reduce reconciliation discrepancies by 5%.
Customer Support Manager
Dufry Kenya Ltd
Jan 2015 - Aug 2019 (4 years 7 months)
Led a team of 20+ support staff, improving customer satisfaction by 25% and team retention by 20% via training, performance management, and budget optimization to improve service response times.
SPCustomer Experience Assistant
Safaricom PLC
Feb 2013 - Apr 2015 (2 years 2 months)
Resolved high-volume customer inquiries, processed 200+ SIM replacements and M-PESA reversals weekly, and increased product adoption by 10% through tailored customer engagements and accurate follow-up tracking.
Sales Representative
Coca-Cola
Jan 2009 - Dec 2013 (4 years 11 months)
Executed sales activities and retail distribution initiatives to drive product availability and support regional sales targets during a multi-year tenure.
Education
Degrees, certifications, and relevant coursework
MAManagement University of Africa
Bachelor of Business Management, Business Management & Leadership
2015 - 2019
Completed a degree program in Business Management and Leadership with coursework focused on management principles and leadership development.
KMKenya Institute of Management
Diploma in Business Management, Business Management
2010 - 2012
Completed a Diploma in Business Management covering foundational business practices and management skills.
Kenya College of Communication and Technology
Professional Certification, Procurement
2007 - 2007
Completed a Chartered Institute of Procurement and Supply qualification focusing on procurement fundamentals.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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