CHARITY MUKUNYA
Customer Success Team Lead
Nairobi
Summary
Accomplished Customer Service Team Lead at Branch Microfinance Bank, known for elevating customer satisfaction levels through data-driven strategies and process automation. Proficient in team management and quality assurance, successfully boosted CSAT by 10% and promoted cross-functional collaboration to enhance the overall customer experience and operational efficiency.
Overview
13
13
years of professional experience
Work History
Customer Experience & Operations Lead
Branch Microfinance Bank
04.2023 - 05.2025
- Managed and optimized customer support operations, driving a 10%+ increase in CSAT and a 15%+ improvement in FCR.
- Developed data-driven strategies for improving response times, reducing drop rates, and optimizing call center staffing.
- Led process automation initiatives to create and optimize a chat-bot feature, improving efficiency and reducing manual work for customer queries.
- Designed and conducted training programs to enhance product knowledge, resulting in a 25%+ improvement in resolution accuracy and an average of 90% QA for the team.
- Implemented workforce planning and shift scheduling, ensuring optimal coverage and resource allocation to maintain a chat-based resolution of 15 from the previous 40 minutes average times.
- Spearheaded the revamp of customer response templates and chat-bot flows, leading to faster issue resolution and improved customer engagement.
- Collaborated with engineering and product teams to refine KYC workflows, reducing friction for customers and improving the on-boarding process.
- Analyzed customer feedback trends, identifying key pain points and implementing targeted solutions.
- Monitored call center and ticketing system performance, identifying bottlenecks and optimizing workflows.
- Worked cross-functionally with QA, fraud, and engineering teams to resolve high-impact customer issues.
- Designed customer retention strategies, reducing churn through improved engagement and proactive issue resolution.
- Maintained performance dashboards, tracking key customer support metrics and presenting insights to leadership.
- Shift planning and resource allocation, improving support team efficiency.
- Conducted team 1:1s too review performance and coaching resulting in increased team productivity.
- Hiring and Training new team members, inducting them into the team and planning their 30, 60, 90 days on boarding plan.
- Handling team escalations daily and coming up with quarterly annual team OKRs.
Customer Success Senior Associate
Branch Microfinance Bank
04.2020 - 04.2023
- Assisted in recruitment outreach to prospective employees.
- Assisted the team lead in training new agents and conducting regular team check-ins.
- Effectively conducted team 1:1s and syncs to update them on new product.
- Managed daily operations effortlessly when the team lead was unavailable.
- Ensured normal business continuity by liaising with Engineers and other relevant team members.
- Mentored junior associates in maintaining a high level of professionalism and delivering exceptional service to clients.
- Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions.
- Responded proactively and positively to rapid change.
- Investigated and resolved account issues, service delivery concerns.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
Customer Social Media Community Manager
Branch Microfinance Bank
04.2017 - 04.2023
- Reduced response time from several days to below 30 minutes for customer inquiries on social media channels while using Zendesk as an efficient monitoring system: Closing over 200 tickets daily.
- Improved customer satisfaction by addressing concerns and answering questions in a timely manner on social media platforms.
- Streamlined communication processes by creating guidelines and best practices for social media interactions within the company.
- In line with this, I conducted training to incoming team members to ensure standardized responses.
- Collaborated closely with the Marketing team to strategize and execute social campaigns, contributing to brand visibility and product promotion.
- Successfully managed social media accounts, engaging the audience, and generating interest in existing and upcoming products or services.
- Curated relevant content from diverse sources to share with the community, fostering engagement and interaction.
- Demonstrated proactive monitoring of social media channels, promptly responding to comments, messages, and mentions.
- Cultivated a positive and welcoming online environment by engaging with users in a genuine and friendly manner.
- Proficient in crisis management, effectively handling sensitive situations and crises with professionalism and empathy.
- Collaborated with cross-functional teams to develop crisis communication plans and responses, ensuring timely and appropriate resolutions.
- Conducted Swahili translations for the target market in Tanzania.
Fin-tech Customer Service Specialist
Branch International
02.2016 - 04.2017
- Responded to over 650 messages daily to meet and exceed the set target.
- Retained an average QA score of over 90% annually against the set target of 85%.
- Escalated complex customer issues and followed ensuring we maintained customer satisfaction.
- Escalated any system bugs which ensured continuous quality service delivery.
- Conducted customer education on product usage.
- Came up with product ideas to help improve the onboarding process.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
Customer Service Specialist
AFB
01.2014 - 01.2015
Customer Service
Horizon Contact Centers, Yu Mobile
01.2013 - 01.2014
Customer Service Executive
Knite Communication
01.2012 - 01.2013
Education
Social Media Marketing Short Course - Social Media Marketing
University of Cape Town
Online06.2020
Diploma in Journalism and Mass Communication - Communications
Mount Kenya University
Thika12.2012
Skills
Team management
Team Leadership
Customer service
Customer service excellence
Quality Assurance & Compliance Monitoring
Customer Experience Optimization (CSAT, NPS, FCR)
Process Improvement & SOP Development
Performance Audits and Data Analysis
Team Coaching and Training
Stakeholder Communications
CRM & Ticketing Systems (Zendesk)
Cross-functional collaboration (Engineering, Product, and Compliance)
Interests
Literature and Writing
Environmental conservation
Networking
CSR
Travel
Timeline
Customer Experience & Operations Lead
Branch Microfinance Bank
04.2023 - 05.2025
Customer Success Senior Associate
Branch Microfinance Bank
04.2020 - 04.2023
Customer Social Media Community Manager
Branch Microfinance Bank
04.2017 - 04.2023
Fin-tech Customer Service Specialist
Branch International
02.2016 - 04.2017
Customer Service Specialist
AFB
01.2014 - 01.2015
Customer Service
Horizon Contact Centers, Yu Mobile
01.2013 - 01.2014
Customer Service Executive
Knite Communication
01.2012 - 01.2013
Social Media Marketing Short Course - Social Media Marketing
University of Cape Town
Diploma in Journalism and Mass Communication - Communications
Mount Kenya University