Resume

Proactive and customer-focused professional with 4+ years of experience in customer success, virtual support, sales, and administrative coordination.

Summary

Proactive and customer-focused professional with expertise in client relationship management, retention strategies, virtual assistance, transcription, and operational coordination. Skilled in CRM systems, digital marketing, email and calendar management, and business development. Recognized for improving customer satisfaction by up to 30% and thriving in fast-paced, remote-first environments.

Education

Certificate — Kenyan Sign Language

Kenya Institute of Special Education

Diploma — Nutrition & Dietetics

Thika School of Medical & Health Sciences

Professional Experience

Customer Success Manager

Blossom Bags | Feb 2025 – Aug 2025
  • Boosted client retention by 30% through customer-focused business strategies.
  • Led digital marketing campaigns, increasing brand visibility by 40%.
  • Maintained 95% customer satisfaction through timely support and relationship building.
  • Managed budgeting and expense tracking, improving resource allocation by 20%.
  • Analyzed sales and customer data to improve service efficiency by 25%.

Transcriber

Scribie.com | Dec 2023 – Jan 2025
  • Completed 200+ hours of transcription with 98% accuracy.
  • Edited and formatted transcripts to enhance clarity and professionalism.
  • Reduced client revision requests by 40% through meticulous proofreading.
  • Handled diverse accents and dialects with cultural awareness.
  • Maintained 95% client satisfaction rate through timely communication.

Lead Cashier

Kima Supermarket | Jan 2023 – Oct 2023
  • Ensured 100% accuracy in inventory and sales reconciliation.
  • Processed 100+ daily transactions with 98% accuracy.
  • Improved repeat customer visits by 25% through excellent service.
  • Coordinated restocking and optimized product displays, boosting impulse sales by 15%.
  • Communicated effectively with vendors and teams to maintain smooth operations.

Customer Service Representative

Delta Networks | May 2021 – Apr 2022
  • Handled 50+ daily calls, improving issue resolution time by 30%.
  • Ensured 100% resolution through follow-ups and solution-based communication.
  • Improved timely collections by 25% through database management.
  • Strengthened customer loyalty with proactive, empathetic communication.
  • Accurately documented interactions to support cross-team collaboration.