Cynthia Buyaki
Customer Experience Professional
Nairobi
Summary
Results-driven professional with a proven track record in optimizing client relationships, enhancing customer satisfaction, and driving business growth. Skilled in resolving customer issues, managing cross-functional teams, and implementing innovative strategies to elevate user experiences. Experienced in reducing churn by 60%, improving system adoption, and delivering actionable insights to improve operations. Adept at leveraging CRM systems and data analysis to streamline processes and ensure seamless customer interactions.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Customer Success Lead
PlugIn Media Ltd
Accra, Ghana
07.2023 - 08.2024
- Managed client portfolios, identifying growth opportunities and generating consistent revenue.
- Led cross-time-zone teams to deliver seamless client experiences, ensuring 95% SLA adherence.
- Designed and executed the SAT Visa Waiver Event, achieving a turnout of 111 attendees and increasing partner engagement by 20%.
- Developed innovative digital marketing strategies to enhance client brand visibility in the Ghanaian market.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
Enterprise Account Manager
Popote Pay
Nairobi, Kenya
10.2022 - 07.2023
- Improved onboarding experiences, reducing churn by 60% and driving 30% revenue growth.
- Enhanced user journeys and implemented feedback loops in collaboration with cross-functional teams.
- Delivered tailored training sessions, resulting in a 25% increase in system adoption and an additional KES 500k in revenue.
- Cultivated a pipeline of new partnerships, leading to a 15% expansion in the customer base.
- Generated new contacts through networking and cold calling.
- Built and cultivated healthy pipeline of customers interested in partnering with company.
- Provided timely updates on account activities, enabling the management team to make informed decisions in driving business growth.
Client Relationship Manager
Popote Pay
Nairobi, Kenya
07.2017 - 08.2021
- Spearheaded strategic engagement initiatives, achieving an 85% Customer Satisfaction Score (CSAT).
- Conducted mass onboarding events, including the Popote Business Breakfasts, to drive client engagement.
- Grew key accounts by 30% through upselling and cross-selling initiatives.
- Analyzed client feedback to implement process improvements that enhanced user satisfaction and efficiency.
- Analyzed client feedback to identify areas for improvement and implemented changes accordingly.
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Recommended new products to clients and maintained solutions-oriented problem-solving for long-term client relationships.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Assessed client needs and developed plans to adequately address current and future objectives.
Education
Bachelor of Commerce - Business Administration
Riara University
Kenya 04.2001 - Current
Skills
Customer Success and Retention
Certification
Professional Scrum Master I
Accomplishments
Successfully managed customer escalations, resolving 95% of issues within 48 hours to ensure customer loyalty.
Analyzed feedback from digital platforms, delivering actionable insights that improved user satisfaction by 20%.
Streamlined the return and refund processes for key clients, reducing resolution times by 30%.
Enhanced communication channels for customers, resulting in faster query resolution and increased retention.
Additional Information
Experience managing digital customer interactions, including resolving issues related to orders, payments, and service delivery.
Proven ability to work with internal teams to implement changes that improve the overall customer experience.
Timeline
Customer Success Lead
PlugIn Media Ltd
07.2023 - 08.2024
Enterprise Account Manager
Popote Pay
10.2022 - 07.2023
Client Relationship Manager
Popote Pay
07.2017 - 08.2021
Bachelor of Commerce - Business Administration
Riara University
04.2001 - Current
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