Fridah Joseph

Empathetic and solutions-driven professional with 6+ years of progressive experience in customer experience, sales, and media production. Proven ability to detect recurring customer complaints, de-escalate high-pressure situations, and partner with product teams to resolve root causes. Fluent in English and Kiswahili, with diplomas in Project Management and Communication. Seeking to apply pattern recognition and client advocacy as a Customer Experience Specialist.

Customer Experience Associate - Freelance / Remote

(2020 - 2026)

• Resolved 200+ customer tickets across email, chat, and phone for small e-commerce and SaaS clients.
• Identified a recurring “login loop” issue and escalated with data to a product team, leading to a bug fix that reduced related tickets by 85%.
• Maintained 4.8/5 star satisfaction rating through active listening and clear follow-ups.

Sales Representative - Nutrawell - Nairobi, Kenya

(2022 - 2026)

• Managed 100+ client accounts daily; identified complaint pattern about delayed delivery communication – proposed SMS alert system that reduced complaints by 35%.
• Escalated product quality issues with documentation, leading to two formulation improvements.
• Consistently achieved 95% customer satisfaction rating in post-interaction surveys.

Senior Video Editor - Chuka University - Chuka, Kenya

(2025 - 2026)

• Edited promotional and academic videos; translated complex information into clear visual stories.
• Built cross-department collaboration skills – directly applicable to working with engineering teams.
• Managed tight deadlines while maintaining high attention to detail (transferable to ticket prioritization).

Diploma - Communication - Daystar University (2017 - 2019)

Diploma - Project Management - Chuka University (2017 - 2019)

Kenya Certificate of Secondary Education - Nguvui Girls High School (2010 - 2016)

Kenya Certificate of Primary Education - Utafiti Primary School (2015 - 2010)