Wesa Johnstone
@wesajohnstone
Experienced contact center executive specializing in multichannel customer retention.
KenyaWhat I'm looking for
I am a contact center executive with 3+ years supporting high-volume BPO and financial service clients, focused on delivering calm, empathetic, solution-driven service across phone, email, and chat.
I have hands-on experience with Zendesk, Zoho, Microsoft Dynamics 365 and familiarity with Salesforce and softphone systems, and have delivered support for 1,500+ clients while onboarding 70+ users monthly and contributing to product improvements.
I seek to apply my strong investigation, escalation handling, and CRM skills to a mission-driven, US-based credit service team in a 100% remote capacity, and I consistently drive retention, satisfaction, and KPI performance.
Experience
Work history, roles, and key accomplishments
Contact Center Executive
Google Workspace CIC Insurance
May 2025 - Present (4 months)
Delivered solution-driven multichannel support to 1,500+ clients, improving satisfaction and retention; simplified complex policy and regulatory information to enhance compliance and understanding.
TEDelivered empathetic multichannel support and maintained accurate interaction records, assisting sales and technical teams by escalating and tracking critical issues to resolution; recognized as top performer.
Customer Retention Specialist
Coamana Market Limited
Feb 2024 - May 2024 (3 months)
Onboarded 70+ users monthly and maintained CRM data accuracy, identifying customer feedback patterns that informed product improvements and supported upselling initiatives.
Education
Degrees, certifications, and relevant coursework
Generation Kenya
Certificate, Digital Customer Service
2022 - 2022
Completed a Certificate in Digital Customer Service at Generation Kenya in March–April 2022.
MUMount Kenya University
Bachelor of Procurement, Procurement
2019 - 2022
Completed a Bachelor of Procurement at Mount Kenya University from January 2019 to July 2022.
St. Bakhita Training Institute
Certificate, Information Technology
2016 - 2016
Completed a Certificate in Information Technology at St. Bakhita Training Institute between May 2016 and September 2016.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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