Vivian Mugao PVP
@vivianmugaopvp
I lead customer retention teams that reduce churn, improve satisfaction, and grow repeat revenue.
KenyaWhat I'm looking for
At M-KOPA Solar, I lead a customer retention team of 10+ agents, improving retention by 25%, reducing churn by 18%, and increasing repeat customer rates by 30% through targeted engagement campaigns.
I've built my career across customer retention, telesales, customer chat support, enrollment, and credit processing. I handle high-volume customer interactions, resolve complaints quickly, use performance metrics to improve service, and identify upselling opportunities that increase revenue.
I coach remote and in-person teams to exceed targets while maintaining a positive customer experience. I use Zendesk, Zoho, and Freshdesk to manage cases, track customer activity, document interactions, and improve support workflows.
Experience
Work history, roles, and key accomplishments
Led a team of 10+ agents improving customer retention rate by 25% through targeted engagement strategies. Reduced churn by 18% by analyzing customer feedback and implementing proactive support solutions.
Education
Degrees, certifications, and relevant coursework
Mount Kenya University
Bachelor of Arts, History & CRE
2018 - 2024
Pursued a Bachelor of Arts degree with a focus on History and CRE, developing strong analytical and communication skills.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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