Beryl

Customer-focused operations professional with 5+ years of experience in the logistics, transportation, SaaS, and customer service industries, specializing in customer success, product support, operations, and sales development. Skilled in workflow optimization, customer relationship management, process improvement, and cross-functional collaboration to deliver seamless customer experiences. Recognized for strong communication, problem-solving, and driving measurable results.

Product Specialist at Senga Technologies (2025-09 – 2026-05)

• Onboarded and trained 20+ new customers monthly through virtual product walkthroughs using Google Meet, Zoom, and Google Workspace, improving platform adoption and reducing onboarding delays.
• Increased customer onboarding efficiency by 30% through the development of structured onboarding workflows, training materials, and self-service documentation.
• Collaborated cross-functionally with sales, support, and development teams via Slack, CRM systems, and internal product tools to resolve customer issues and improve user experience.
• Identified operational inefficiencies for logistics and dispatch clients and recommended tailored software solutions that improved workflow visibility and delivery coordination.
• Conducted 100+ product demonstrations and sales enablement sessions monthly, supporting prospect engagement and contributing to customer acquisition efforts.
• Developed FAQs, onboarding guides, and knowledge base content that reduced repetitive support requests by approximately 25%.
• Tested newly released platform features, documented usability issues, and submitted actionable feedback to product and engineering teams, contributing to continuous platform improvement.
• Maintained accurate customer records, onboarding progress, and support updates across internal systems to ensure seamless communication and customer success tracking.
• Delivered timely troubleshooting and customer support, contributing to improved customer satisfaction, retention, and overall product engagement.

Customer Service Operations Associate at Senga Technologies (2024-05 – 2025-07)

• Managed 50+ daily customer inquiries through email, phone, chat support systems, and CRM platforms while maintaining a 98% customer satisfaction rate.
• Streamlined logistics workflows and trip coordination processes using Google Sheets and internal operational systems, reducing average delivery delays by 22%.
• Maintained centralized customer and operational databases with 100% reporting accuracy to support interdepartmental coordination and decision-making.
• Coordinated closely with dispatch, fleet, and warehouse teams via Senga OS, WhatsApp, phone calls, and Google Workspace to ensure timely trip assignments and compliance documentation.
• Conducted delivery follow-ups, issue resolution, and after-sales engagement to strengthen customer retention and quality assurance processes.
• Assisted with reporting, operational tracking, and escalation management to improve workflow visibility across teams.

Sales Development Representative / Customer Success Associate at Senga Technologies (2023-06 – 2024-05)

• Prospected and qualified 300+ leads per quarter using Pipedrive and communication platforms, maintaining a 30% conversion rate from demo to active client.
• Onboarded and trained 100+ customers through product walkthroughs, support documentation, and onboarding sessions, reducing first-month churn to under 5%.
• Conducted proactive NPS surveys and customer follow-ups, contributing to a 12-point increase in overall customer satisfaction scores.
• Collaborated cross-functionally through Slack, Basecamp, and Google Workspace with product, tech, and support teams to resolve customer issues and reduce average resolution time by 35%.
• Designed and maintained a customer health tracking dashboard using Google Sheets, enabling proactive outreach and increasing upsells by 20%.
• Supported account management and customer retention initiatives through ongoing engagement and operational support.

Customer Support Specialist at Laine Designs (2022-07 – 2023-05)

• Delivered customer support to 60+ customers daily through WhatsApp, Instagram, Facebook, and Shopify support channels, maintaining an average 4.8/5 customer rating.
• Managed online order processing, delivery tracking, and issue resolution workflows, achieving 98% order fulfillment accuracy.
• Developed monthly customer insight reports using Google Sheets to support marketing, product, and design strategy decisions.
• Coordinated influencer and ambassador communication, contributing to a 40% increase in social media engagement within six months.
• Improved customer response times from 12 hours to under 2 hours by introducing a standardized support and escalation workflow.

Customer Service Specialist & Distributor Sales Representative at Kipchimatt Supermarket (2021-07 – 2022-11)

• Managed relationships with B2B distributor accounts, contributing to an 18% increase in wholesale sales revenue.
• Recruited and onboarded 15+ distributor clients while implementing inventory tracking processes that improved reorder accuracy by 50%.
• Supervised a 12-member operations team consisting of loaders, drivers, and merchandisers to improve delivery efficiency and coordination.
• Resolved customer escalations and distributor concerns, achieving a 92% first-contact resolution rate.
• Conducted weekly inventory audits, stock reconciliations, and operational reporting to reduce inventory variances by 40%.

Customer Service Specialist at The Manger Guest and Conference Center (2020-04 – 2021-05)

• Managed front desk operations and coordinated 20+ daily guest check-ins and check-outs while maintaining high guest satisfaction ratings.
• Handled reservations through phone, email, and online booking systems, reducing double-booking incidents by 90%.
• Managed POS transactions, reconciliations, and daily financial reporting with 100% accuracy.
• Responded to customer complaints and emergency situations professionally, contributing to improved guest service ratings.
• Trained and supported new front office staff to standardize communication and service delivery processes across shifts.

Bachelor of Arts in Criminology and Security Studies – Laikipia University (2019)