CHRISTINE WAIRIMU WANJAU
Nyeri
Summary
Strategic Customer Experience Practitioner (PMP) with 8+ years driving service excellence, digital adoption and operational efficiency across telecommunications, IT and retail. Skilled in designing customer-centric programs, conducting Voice of the Customer (VoC) analysis and leading CX maturity assessments, delivering measurable improvements such as 20% faster service processing and enhanced customer satisfaction. Recognized for crossfunctional collaboration, process optimization and translating insights into actionable outcomes that elevate both customer and employee experiences.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Retail Franchise Operations Specialist
Safaricom PLC
03.2025 - Current
- Enhances customer experience by aligning sales, billing and delivery operations to client expectations, ensuring timely and accurate fulfillment of client expectations.
- Track and optimize customer orders through Salesforce and ERP systems, resolving discrepancies promptly.
- Delivers actionable CX insights through data reporting, feedback analysis and escalation management, enabling proactive service improvements.
- Improves operational efficiency by 18% through workflow redesign and process automation initiatives.
- Selected as a culture champion for foster a positive workplace culture and supports employee engagement programs.
Dealer Empowered Trainer
Safaricom PLC
07.2024 - 04.2025
- I am proud to have updated the data base for over 2000 staff by mapping them to the correct location, cluster and Territory.
- I successfully moderated both virtual and in-person training for more than 800 franchise staff and new Trade Development Representatives.
- I Provided post training support and weekly coaching on NPS and non-quality SRs to the franchise and care outlets teams which helped improve our customer satisfaction to 78 % and resolution score to 79% against a target of 60% and our NPS greatly improved to 50% through sensitization on the WhatsApp group and driving accountability by sharing individual scores on a weekly basis.
- I Organized post-training sessions for the trained agents which contributed to 96% of product knowledge.
Retail Sales and Customer Support Specialist
Safaricom PLC
07.2018 - 05.2023
- Delivered actionable insights through Voice of the Customer and CX Maturity Assessments, closing service gaps and enabling targeted improvement plans.
- Enhanced customer engagement by designing personas and journey maps that addressed key pain points across touchpoints.
- Integrated digital tools (CRM, ERP, QMS) across IT, Product and Retail teams, creating a seamless and consistent customer experience.
- Visited over 100 rural villages across Laikipia territory to increase smartphone access, generating valuable insights into underserved markets and digital adoption patterns.
- Onboarded more than 10000 customers, tracking repayment plans and usage behaviour laying the groundwork for customer segmentation and predictive analysis.
- Contributed to a 25% increase in rural market penetration in 6 months by analysing customer needs and optimizing outreach strategies through data-informed adjustments.
- Provided daily mobile care support to 30+ customers, capturing support trends and identifying common issues, enabling data-backed improvements in service delivery.
- Managed logistics and daily rig movement, supporting a 98% route efficiency rate; used performance data to streamline operations and reduce outreach delays.
- Spearheaded continuous improvement initiatives, reducing service processing time by 20% and increasing Net Promoter Score (NPS).
Team Leader Rotation
Safaricom PLC
09.2022 - 03.2023
- Supported CX and digital transformation projects through structured project governance and progress tracking.
- Develop customer and operational dashboards in Power BI and Excel to visualize service performance.
- Conduct risk assessments and change management reviews to ensure seamless delivery of customer impacting initiatives.
- Advanced Excel skills, including pivot tables, v-lookup and complex formulas, enabled efficient tracking of stock levels and quick generation of reports.
- Improved reporting efficiency by generating daily sales and finance reports using Power BI and Excel, reducing manual reporting time by 40%. resulting in faster month-end close and 15% improved reporting accuracy
- Collected raw sales data from transact pos system, cleaned and analysed using excel and power BI, ensuring the team and management accessed accurate daily sales reports and up-to-date financial insights.
- Analysed and identified trends in daily sales and financial data, leading to a 35% increase in revenue through targeted financial optimizations.
- Identified discrepancies between bank cash and cheque reports through Excel data reconciliation, resolving issues that led to a 10% reduction in financial errors.
Education
Co-operative business - Finance
The cooperative University of Kenya
01.2016
Skills
- Customer Experience Design: Improves touchpoints through journey mapping, persona creation and Voice of the Customer insights
- Service & Operational Excellence: Streamlines workflows and drives continuous improvement across customer-facing processes
- Stakeholder Engagement: Builds alignment and collaboration across teams to enhance service delivery and client satisfaction
- CX Program Management: Leads cross-functional initiatives to elevate customer and employee experience outcomes
- Data-Driven Insights: Uses CRM, ERP and BI tools to analyze performance and identify improvement opportunities
- Change & Enablement: Trains and supports teams in adopting customer-centric tools, systems and behaviors
- Risk & Issue Resolution: Proactively addresses service gaps to ensure seamless and consistent
Affiliations
Women In Technology - Safaricom PLC
Certification
- Moringa School DevOps Engineering (2024)
- VMedu,Inc Scrum Fundamentals (2019)
- Safaricom PLC Data Analytics Associate (2025)
- ALX Africa Virtual Assistant (2024)
Timeline
Retail Franchise Operations Specialist
Safaricom PLC
03.2025 - Current
Dealer Empowered Trainer
Safaricom PLC
07.2024 - 04.2025
Team Leader Rotation
Safaricom PLC
09.2022 - 03.2023
Retail Sales and Customer Support Specialist
Safaricom PLC
07.2018 - 05.2023
Co-operative business - Finance
The cooperative University of Kenya
Community Service & Volunteer Work
- Safaricom PLC, Volunteer, 2025, Present, Women in Technology, Safaricom PLC – Volunteer
- Safaricom PLC, CSR Representative & Project Vetting Committee Member, 2024-09, Present, Assisting with coordination of hand-over of community-based programs., Play an active role in Safaricom PLC Corporate Social Responsibility (CSR) Committee, responsible for reviewing, allocation and vetting projects submitted nationwide to ensure alignment with organizational values and community impact goals.
- Large Hearts Life Power, Member, Laikipia, Kenya, 2021, Present, Supporting mental health awareness and outreach initiatives., Participate in programs that restore the dignity of individuals living in poverty through donations, mentorship, and empowerment activities.
- Volunteer, Girls’ Health Initiative, Help raise funds and distribute sanitary pads to schoolgirls, promoting menstrual health, confidence, and consistent school attendance.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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TOOLS
CRM/ERP: Salesforce, Oracle, Dynamics 365 | BI Tools: Power BI, Tableau, QlikView | PM Tools: MS Project, Jira, Smartsheet, Confluence, Asana | Collaboration: SharePoint, Slack, Teams, Zoom | Platforms: AWS, Azure | Advanced MS Excel & Office Suite | DevOps | Canva