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.
