Fridah Nc

Customer communication and support professional with 5 years of experience engaging with local and international customers across chat, email, WhatsApp, social media, and other digital channels. Experienced in building positive customer relationships through warm, responsive, personalized communication and understanding different customer needs and expectations. Strong ability to maintain natural conversations, listen actively, respond with empathy, adapt communication style to different personalities, and remain professional and focused while handling multiple customer interactions.

Comfortable working independently in remote environments, following communication processes, handling routine high-volume interactions, and using digital tools to maintain accurate customer information.

Account Manager | Customer Communication at OptiqueImages (2024-08 – 2025-11)

• Served as the primary point of contact for customers from initial inquiry through project delivery and post-service follow-up.
• Maintained clear, friendly, and professional communication throughout the customer journey.
• Responded to customer enquiries and social media messages while ensuring timely follow-up.
• Built strong customer relationships through personalized communication and proactive engagement.
• Adapted communication based on individual customer needs, expectations, and preferences.
• Coordinated customer updates, timelines, and service information to keep customers informed and engaged.
• Identified customer needs and opportunities for repeat business through ongoing relationship management.
• Worked closely with photographers, editors, and production teams to ensure customer expectations were understood and fulfilled.

Account Management Executive at Popote Payments (2018-01 – 2023-02)

• Managed relationships with local and international B2B customers throughout the customer lifecycle.
• Maintained consistent and responsive communication with customers, helping them navigate questions, issues, and product-related needs.
• Built trusted customer relationships through proactive engagement, attentive listening, and personalized support.
• Conducted regular customer health reviews to identify concerns, understand customer needs, and strengthen relationships.
• Improved customer response times by 40%, supporting a faster and more positive customer experience.
• Maintained a 90% customer retention rate through responsive support and proactive relationship management.
• Collaborated with Product, Engineering, Operations, and Support teams to resolve customer issues and communicate customer feedback.
• Supported customer onboarding and training through clear, easy-to-understand communication.
• Maintained accurate customer interaction and account information within CRM systems.
• Used AI-powered tools to improve communication, documentation, and workflow efficiency.
• Mentored junior team members in customer service and telesales communication.

Customer Support Executive at Foresight Ventures | KenyaHelpers (2014-01 – 2017-08)

• Managed customer conversations across phone, email, chat, social media, and WhatsApp.
• Handled a high volume of customer interactions while maintaining professional and responsive communication.
• Adapted communication to different customer needs and situations to provide effective support.
• Built positive customer relationships through attentive service and timely responses.
• Tracked customer interactions and escalations to ensure issues were followed through to resolution.
• Collaborated with internal teams to resolve customer concerns and improve the overall customer experience.
• Exceeded performance targets by 35%, resulting in promotion.

Customer Support Executive at Globerobe Inc (2011-05 – 2013-12)

• Managed high-volume inbound customer interactions across phone and digital communication channels.
• Supported local and international customers with questions, requests, and service issues.
• Provided first-contact resolution and reduced repeat enquiries by 30%.
• Maintained clear, professional, and customer-focused communication during routine and complex interactions.
• Built positive customer relationships through responsive and reliable support.
• Improved response efficiency and overall customer satisfaction.

Diploma in Journalism and Media Studies – Institute of Commercial Management / East African School of Media