Winfred Ndumia
@winfredndumia
I manage VIP sportsbook relationships, CRM campaigns, retention, and complex customer escalations.
KenyaWhat I'm looking for
At WezaBet, I manage high-value VIP sportsbook customers, using player activity and lifecycle trends to drive retention, loyalty, engagement, and revenue growth. I develop personalized bonuses and promotions, run CRM campaigns, resolve escalations, and support responsible gambling compliance.
I've built over 10 years of customer experience, CRM, account management, and iGaming operations experience across 9UBET, BetLion Kenya / 888 Africa, Body of Hair, Vision Tech Solutions, Brangelite Suppliers, and R&R Collection. I also train teams on Zendesk and customer service practices while producing service and performance reports.
Experience
Work history, roles, and key accomplishments
VIP Key Account Manager
WezaBet
Aug 2025 - Present (1 year 2 months)
Manages a portfolio of high-value VIP sportsbook customers, driving retention and revenue growth. Develops personalized bonus strategies and executes CRM campaigns to improve engagement and reactivation.
CRM Trainer & Customer Service Specialist
9UBET
Feb 2025 - Jun 2025 (4 months)
Delivered training on Zendesk CRM tools and customer service best practices. Managed customer interactions across multiple channels and produced reports on service metrics and satisfaction.
Customer Service Specialist
BetLion Kenya / 888 Africa
Jun 2022 - Jan 2024 (1 year 7 months)
Handled high volumes of inbound and outbound customer interactions, identifying needs and providing timely solutions. Resolved complaints and built sustainable customer relationships.
Back Office Administrator & Customer Experience Specialist
Body of Hair
Feb 2020 - Jan 2022 (1 year 11 months)
Managed back-office operations, customer transactions, and administrative tasks. Handled payments, refunds, and returns while resolving customer concerns.
Customer Care Representative
Vision Tech Solutions
May 2018 - Feb 2020 (1 year 9 months)
Responded to client inquiries and managed customer engagements. Supported SMS marketing campaigns and order processing, preparing daily reports.
Sales & Marketing Officer
Brangelite Suppliers
Aug 2016 - Mar 2018 (1 year 7 months)
Managed customer relationships and product inquiries. Supported sales, marketing, stock-taking, and payment reconciliation.
Sales & Customer Care Representative
R&R Collection
Dec 2014 - Jun 2016 (1 year 6 months)
Assisted customers with product selection and purchases. Built strong customer relationships and prepared stock reports.
Education
Degrees, certifications, and relevant coursework
Alison
Certificate in Customer Service Skills, Customer Service
Completed a Certificate in Customer Service Skills in 2025.
MidAfrica School of Computer
Certificate in Computer Software Applications, Computer Software Applications
Completed a Certificate in Computer Software Applications in 2014.
Wamagana Girls Secondary School
Kenya Certificate of Secondary Education (KCSE), Secondary Education
2010 - 2013
Attained the Kenya Certificate of Secondary Education (KCSE) from 2010 to 2013.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Salary expectations
Skills
Interested in hiring Winfred?
You can contact Winfred and 90k+ other talented remote workers on Himalayas.
Message WinfredGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
