WJWesa 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
CIC Insurance Group
May 2025 - Present (5 months)
Provide prompt, solution‑driven support to over 1,500 clients, improving satisfaction and retention through clear communication of policy details and regulatory changes. Collaborate across teams to resolve escalated issues and streamline service delivery, while also handling multichannel stakeholder queries (phone, email, webforms) and escalating priority cases per standard operating procedures.
TEProvided empathetic, multichannel support (phone, chat, and email) to a diverse client base, ensuring consistent customer satisfaction. Maintained detailed interaction records to support reporting and quality assurance, while collaborating with sales and technical teams to escalate and track critical issues to resolution.
Customer Retention Specialist
Coamana Market Limited
Feb 2024 - May 2024 (3 months)
Onboarded over 70 users monthly, ensuring smooth product adoption and high user satisfaction. Maintained accurate CRM records, supported documentation, and collaborated with cross-functional teams to enhance operational efficiency. Analyzed customer feedback trends, directly contributing to platform improvements and user experience optimization.
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.
MUMount Kenya University
Bachelor of Procurement, Procurement
2019 - 2022
Grade: Second Class Upper Division
Activities and societies: Scrabble Chess
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
Interested in hiring Wesa?
You can contact Wesa and 90k+ other talented remote workers on Himalayas.
Message WesaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
