Esther Mumbua Kasila
General Virtual Assistance
Machakos
Summary
Customer-focused professional with over 11 years of experience in customer service, operations, and enterprise solutions. Skilled in handling customer inquiries, resolving issues efficiently, and delivering high-quality service to enhance customer satisfaction. Strong background in sales and digital solutions acquisition, ensuring alignment with business goals and customer needs. Adept at data analysis, stakeholder engagement, and training staff to improve service delivery. Proven ability to streamline operations, maintain compliance with regulatory requirements, and build strong customer relationships through personalized interactions.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Customer Experience Executive (Call Centre)
Safaricom PLC
04.2023 - 12.2024
- Managed customer interactions across multiple channels, responding to over 350 inquiries weekly with a focus on providing accurate and timely solutions.
- Resolved customer issues with a high resolution rate of 96%, ensuring customer satisfaction and loyalty.
- Collaborated with internal teams to enhance service delivery, contributing to a 15% improvement in customer satisfaction scores.
- Provided regular feedback from customer interactions to influence process improvements and product development.
- Led training initiatives for junior team members, promoting a consistent and high-quality customer service experience.
- Analyzed customer data and feedback to identify emerging trends, informing strategic decisions to enhance customer engagement and retention.
- Maintained up-to-date knowledge of products and services, ensuring accurate information was provided to customers, leading to a 10% reduction in repeat inquiries.
Customer Experience Executive (Retail Sales Department)
Safaricom PLC
06.2020 - 04.2023
- Provide exceptional customer service by addressing inquiries and resolving issues, handling over 250 customer interactions weekly.
- Support retail sales teams by driving customer engagement and sales, contributing to a 10% increase in monthly sales.
- Analyze customer feedback to identify service improvement areas, implementing changes that enhance customer satisfaction.
- Monitor customer trends and preferences, offering actionable insights to improve service delivery.
- Train and mentor new customer service staff, ensuring they meet company standards and deliver a consistent customer experience.
- Collaborate with other departments to streamline processes and enhance overall customer satisfaction.
- Develop and implement customer service strategies, improving response time and overall service efficiency.
Customer Experience Executive (Regional Sales)
Safaricom PLC
05.2016 - 05.2020
- Manage customer relationships and resolve inquiries, handling over 300+ interactions weekly.
- Monitor regional customer feedback, identifying improvement opportunities, leading to a 15% increase in customer satisfaction.
- Collaborate with sales teams to drive retention strategies and support regional growth.
- Ensure high-quality service delivery across regional touchpoints, tracking customer satisfaction metrics.
- Work with cross-functional teams to align customer experience strategies with business goals.
- Continuously improve the customer experience by analyzing feedback and implementing changes.
- Develop and implement customer service strategies, improving response time and overall service efficiency.
Customer Experience Executive (Channels Cluster)- Coast
Safaricom PLC
03.2013 - 05.2016
- Address customer inquiries and resolve issues across multiple channels (phone, email, social media, etc.), ensuring a positive experience.
- Track and report on customer satisfaction metrics, achieving a 98% satisfaction rate over a six-month period.
- Identify trends and areas for improvement based on customer feedback.
- Analyze customer feedback data to help optimize service delivery.
- Build and maintain relationships with customers.
- Work with cross-functional teams to address customer issues and implement effective solutions.
- Manage escalated customer complaints, resolving 95% of issues within 24 hours to ensure customer satisfaction.
Education
Bachelor of Science - Human Resources
Meru, Mountain Region 01.2010 - 01.2013
Diploma - Human Resources Management
The Kenya Institute of Management (KIM)
01.2008 - 01.2009
Advanced Certificate - Human Resources Management
The Kenya Institute of Management (KIM)
01.2007 - 01.2008
Certificate - Business Management
The Kenya Institute of Management (KIM)
Kenya Certificate of Secondary Education - undefined
Mbooni Girls Secondary School
01.2003 - 01.2006
Skills
Customer Relationship Management
undefinedTimeline
Customer Experience Executive (Call Centre)
Safaricom PLC
04.2023 - 12.2024
Customer Experience Executive (Retail Sales Department)
Safaricom PLC
06.2020 - 04.2023
Customer Experience Executive (Regional Sales)
Safaricom PLC
05.2016 - 05.2020
Customer Experience Executive (Channels Cluster)- Coast
Safaricom PLC
03.2013 - 05.2016
Bachelor of Science - Human Resources
01.2010 - 01.2013
Diploma - Human Resources Management
The Kenya Institute of Management (KIM)
01.2008 - 01.2009
Advanced Certificate - Human Resources Management
The Kenya Institute of Management (KIM)
01.2007 - 01.2008
Kenya Certificate of Secondary Education - undefined
Mbooni Girls Secondary School
01.2003 - 01.2006
Certificate - Business Management
The Kenya Institute of Management (KIM)
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