Grace Achieng

Customer Experience leader with 6+ years scaling CX operations for a 400,000+ customer base across Kenya. Owns end-to-end customer experience quality frameworks, using CSAT, NPS, and ticket-trend analysis to identify root causes and drive structured, data-informed improvements. Works cross-functionally with Product and Operations teams to close feedback loops and translate customer insight into process, training, and policy change.

Builds reporting dashboards for CX visibility and has led teams of 50+ agents through high-pressure operational change, including a full-scale customer transition during a company closure.

Call Center Manager — Customer Experience & Success Operations - KOKO Networks

(2025-09 - 2026-02)

Role concluded following company closure, February 2026

• Owned the customer experience quality framework across nationwide support operations serving 400,000+ active customers, ensuring consistent evaluation standards and actionable feedback loops.
• Led a 50-agent distributed team (including 6 Team Leads) across multiple regions, managing escalations, quality programs, and cross-channel service delivery.
• Analyzed CSAT and NPS feedback alongside ticket trend data to identify recurring issues and root causes, closing the loop with Product and Operations teams via Jira.
• Built weekly and monthly CX reporting dashboards (Domo Analytics, Google Workspace) tracking CSAT, resolution rates, and service performance for leadership visibility.
• Drove continuous improvement initiatives across support quality, operational efficiency, and customer satisfaction during a high-pressure company wind-down.
• Served as escalation lead for high-value and complex customer cases, protecting retention outcomes and maintaining transparency through the closure transition.

Assistant Manager, Customer Care - KOKO Networks

(2024-10 - 2025-08)

• Mapped end-to-end customer journey friction points and redesigned support workflows and CRM queue management, reducing ticket backlog and accelerating resolution times.

Bachelor of Business Management in Business Management – Mount Kenya University (2025-01)

Diploma in Business Administration in Business Administration – The Cooperative University of Kenya (2018-01 – 2019-12)