BRENDA MUGURE GITHINJI
Customer Experience Lead
Nairobi, Kenya
Overview
2
2
Languages
3
3
Certifications
5
5
years of professional experience
Summary
Brenda is a data-driven customer experience and operations specialist based in Nairobi, Kenya. With 10 years of driving transformative customer journeys, I combine empathy, strategy, and measurable results to elevate brand experiences.
From shaping humanitarian initiatives with the Kenya Red Cross Society to representing global brands like Diageo and Solera, I have led cross-functional teams, orchestrated complex projects, and built enduring customer loyalty across diverse sectors.
Specializing in omni-channel support, team leadership, and stakeholder engagement, I partner with organizations to design seamless, memorable experiences that drive retention and growth. Passionate about leveraging technology and human insight, I transform interactions into strategic opportunities for lasting impact.
Work History
Customer Experience Specialist
Consultant
10.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Built relationships with customers and community to promote long term business growth with minimum calls of 80 per day with 10% sales increase.
- Logged customer data into company CRM system to foster strong account management and rapport.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Reduced response times by implementing effective communication channels between customers and support agents.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
CCI KENYA
2 2022 - 09.2023
- Worked for an international insurance company Solera, based in the united states , under claims department for insurance companies like Geico, Progressive,IAA and All states to name but a few.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Team lead
TruBlaq Marketing Agency
09.2019 - 03.2022
- Remained knowledgeable in latest guidelines and best practices to ensure delivery of regulatory compliant service.
- I learned so much about leadership and management. This was after being a brand ambassador for brands like Safaricom, Eabl , and Unilever products and was later promoted to a team lead after 8 months.
- Managed and mentored team of 6 and above to deliver exceptional service.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
Administrative Assistant
Top Marine Shipping Logistics
10.2020 - 06.2021
- Received, sorted and directed incoming mail to maintain good communication channels.
- I learned about customer relations, shipping and consignment as well as entrepreneurship.
- Helped less experienced staffs of three members manage daily assignments.
- Developed strategies to streamline and improve office procedures.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
Education
Artificial Intelligence
ALX Group
Africa 04.2001 -
Customer Service
CCI Global
Solera University 05.2022
Bachelor of Arts - B.A in Economics and Statistics
Kenyatta University
Nairobi, KenyaCertificate of Higher Education - Certified Public Accounting Part 1
Kimathi University
NyeriHigh School Diploma -
Naromoru Girls Secondary School
Nyeri 04.2001 - 01.2012
Skills
Logistical planning
Professional telephone demeanour
Stakeholder relationship management
Customer needs analysis
Process optimisation
Solution minded
Google Analytics
Customer Relationship Management (CRM)
Artificial Intelligence Concept
AI Augmented Development Skills
Account management
Certification
Chartered Community Outreach with the Kenya Red Cross & Junior &Senior First Aid.
Timeline
Customer Experience Specialist
Consultant
10.2023 - Current
Administrative Assistant
Top Marine Shipping Logistics
10.2020 - 06.2021
Team lead
TruBlaq Marketing Agency
09.2019 - 03.2022
Artificial Intelligence
ALX Group
04.2001 -
High School Diploma -
Naromoru Girls Secondary School
04.2001 - 01.2012
Certificate of Higher Education - Certified Public Accounting Part 1
Kimathi University
Bachelor of Arts - B.A in Economics and Statistics
Kenyatta University
Customer Service
CCI Global
Customer Service Representative
CCI KENYA
2 2022 - 09.2023