Elaine Randiki
Summary
Results-oriented Customer Success Professional with extensive experience in customer support, administration, and BPO management. Proficient in optimizing customer interactions through CRM platforms such as Zendesk, Intercom, Mteja, and Playvox. Skilled in leveraging analytical expertise to identify trends in customer behavior and utilizing metrics (FRT, CSAT, MRT, resolution times) to proactively ensure a seamless and satisfying customer experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
SENIOR CUSTOMER OPERATIONS TEAM LEAD
Chipper Cash
02.2022 - Current
- Evaluating live chats, emails, and social media interactions to ensure high-quality associate-customer communication.
- Developing internal processes around NPS surveys, CSAT scores, MRT & FRT to enhance Customer Success
- Providing regular feedback and coaching to address knowledge gaps and enhance awareness.
- Collaborating with Outsourced Leads and teams to improve operational KPIs, including CSAT, FRT, and productivity.
- Act as an escalation point for critical issues impacting a client's success and drive risk mitigation
- Utilizing data management tools for compiling and tracking performance metrics at team and individual levels
CUSTOMER COMMUNICATIONS & EDUCATION LEAD
Chipper Cash
02.2022 - Current
- Crafted detailed support articles/FAQs and managed Customer Knowledge Base content
- Orchestrated timely outbound communication during downtimes and outages
- Maintained up-to-date, accurate, and brand-consistent customer communication
- Produced performance metric reports for management evaluation and process improvement
- Efficiently managed CRM tools to enhance user assistance
- Analyzed business processes for automation and improvement opportunities
- Successfully raised user self-serve rates by 10%
- Developed and updated procedures to ensure correct adherence across support teams.
CUSTOMER SUPPORT TEAM LEAD
Bolt, KE.
11.2019 - 02.2022
- Collaborated with Outsourced Leads and teams to enhance operational KPIs (CSAT, FRT, Productivity)
- Liaised with internal and external departments to obtain necessary documentation for client requirements
- Elevated customer service standards through staff assessment and constructive feedback
- Monitored calls, analyzed CSAT/DSAT scores, and provided real-time coaching for improvement
- Oversaw performance, delivered feedback, and conducted QC evaluations for in-house and outsourced teams
- Developed a culture of continuous growth through KPI implementation and regular process reviews.
CUSTOMER SUPPORT SPECIALIST
Bolt, KE.
07.2018 - 11.2019
- Evaluated customer issues and caller trends, implementing proactive corrections for improvement
- Managed 150+ daily chats via CRM tools, ensuring productivity and quality targets were consistently met
- Analyzed customer complaints, providing appropriate corrective actions
- Participated in team meetings and training sessions to stay informed about product updates
- Ensured customer satisfaction by addressing needs courteously and promptly
- Utilized customer service software for interaction management and satisfaction tracking
- Monitored surveys and feedback to develop corrective actions for service-related issues.
BUSINESS SUPPORT EXECUTIVE
Flexi Personnel Ltd
02.2015 - 08.2017
- Consulted with customers, proposed upgrades, and closed sales for current products and services
- Prepared for scheduled audits by reviewing reports and documentation
- Managed office supplies, ensuring adherence to the fixed budget
- Volunteered for special projects of varying complexities
- Streamlined office operations by monitoring client correspondence and data communications
- Provided on-demand support to senior leadership, facilitating communication between executives and management
- Delivered exceptional customer experiences, fostering strong relationships
- Updated department documentation (license databases, infrastructure maps, FAQs) for consistent response levels
- Created and designed content and presentation collateral for meetings with potential clients.
ADMINISTRATIVE ASSISTANT
Anofra Investments Ltd
11.2013 - 01.2015
- Restocked supplies and managed purchase orders to ensure optimal stock levels
- Implemented a record filing system for improved document organization and management
- Scheduled office meetings and client appointments for staff teams
- Completed forms, reports, logs, and records for efficient human resources documentation
- Opened and distributed incoming mail to expedite responses to client inquiries
- Handled client correspondence and internal communications professionally
- Performed administrative tasks, document management, and report development for inter-departmental use.
Education
Bachelor of Business Management (BBM) - Business Management
Moi University - Kenya
KCSE -
Kianda School - Kenya
01.2008
Skills
- Customer Support
- Business Process Improvement
- BPO Management
- Knowledge Management
- Administrative support
- Quality Assurance (QA) controls
- Process optimization
Certification
- Directorate of Occupational Safety and Health Services - Occupational Health and Safety Training Certificate
- Better Business Writing Skills - Udemy
- Foundations of Project Management - Google Career Certificates
- Customer Success Management Fundamentals - LinkedIn
Timeline
SENIOR CUSTOMER OPERATIONS TEAM LEAD
Chipper Cash
02.2022 - Current
CUSTOMER COMMUNICATIONS & EDUCATION LEAD
Chipper Cash
02.2022 - Current
CUSTOMER SUPPORT TEAM LEAD
Bolt, KE.
11.2019 - 02.2022
CUSTOMER SUPPORT SPECIALIST
Bolt, KE.
07.2018 - 11.2019
BUSINESS SUPPORT EXECUTIVE
Flexi Personnel Ltd
02.2015 - 08.2017
ADMINISTRATIVE ASSISTANT
Anofra Investments Ltd
11.2013 - 01.2015
Bachelor of Business Management (BBM) - Business Management
Moi University - Kenya
KCSE -
Kianda School - Kenya
- Directorate of Occupational Safety and Health Services - Occupational Health and Safety Training Certificate
- Better Business Writing Skills - Udemy
- Foundations of Project Management - Google Career Certificates
- Customer Success Management Fundamentals - LinkedIn
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