Esther Mwanza
Customer Experience Manager
Nairobi
Summary
Dynamic and experienced Customer Experience Manager with a strong background in customer service, operations management, and team leadership. Proven track record in client relationship management, team motivation, and driving performance. Master's degree in Organizational Psychology, expertise lies in understanding team dynamics, optimizing customer experiences, and enhancing productivity. Skilled at managing diverse teams, streamlining processes, and improving service delivery in the beauty, e-commerce, and retail industries.
Overview
6
6
years of professional experience
Work History
CEX Manager & Senior Beauty Consultant
BaKi Beauty
07.2023 - Current
- Lead a team of customer service agents, providing mentorship, training, and support to enhance service quality and meet sales & brand marketing OKRs.
- Oversee customer interactions, inquiries, and escalations, ensuring quick resolution and improved client satisfaction.
- Manage sales reporting platforms, providing transparency on revenue performance and customer insights.
- Collaborate with marketing and sales teams to drive campaigns, product promotions, and community engagement.
- Develop educational content for social media, boosting brand credibility and customer trust.
Sales Team Lead
Goodlife Pharmacy Limited
07.2022 - 06.2023
- Led a sales team to achieve a 104% sales increase, implementing data-driven insights and performance tracking.
- Supervised beauty advisors, ensuring exceptional customer experiences and satisfaction.
- Analyzed customer behavior and KPIs, identifying opportunities for improved engagement and retention.
Customer Experience Lead
African Hair Limited
04.2021 - 06.2022
- Increased customer return rate through personalized service and tailored recommendations.
- Equipped sales representatives with excellent communication skills to build strong client relationships.
- Contributed to achieving top customer satisfaction, recognized as the top-ranking e-commerce brand in Kenya in May 2021.
Beauty Advisor and Sales Rep
African Hair Limited (BeautyClick)
10.2020 - 04.2021
- Delivered expert product recommendations and consultations, boosting sales.
- Managed social media customer inquiries, converting leads into purchases.
Part-Time Fashion Assistant & Store Manager
AdzJoa
11.2018 - 06.2020
- Managed client appointments, product demonstrations, and sales tracking.
- Provided detailed reports and collaborated with design teams.
Education
Master of Science - Organisational Psychology
UNICAF University
Lilongwe, Malawi 04.2001 -
Bachelor of Arts - Psychology & Minor in Spanish
United States International University-Africa
Nairobi, Nairobi Province, Kenya 01.2015 - 01.2019
Skills
- Customer Experience & Relationship Management
- Team Leadership & People Management
- Organizational Psychology & Team Motivation
- Training & Development
- Performance Tracking & KPI Analysis
- Conflict Resolution & Customer Escalations
- Communication & Stakeholder Engagement
- Data-Driven Decision-Making
- E-commerce & Retail Operations
Extra-Curricular Activities
- Co-founder & Therapist, Songa Initiative, Nairobi, Kenya, 2020 — Present
- Psychology Volunteer, Basic Needs Watch, Nairobi, Kenya, September 2019 — February 2020
- Camp Counselor, Swamp Camp Services INC, Nairobi, Kenya & Johannesburg, South Africa, 2015 — 2019
- Community Service Volunteer, Magodo Children's Home, Nairobi, Kenya, September 2018 — December 2018
- Student Volunteer, VCT and Drug Awareness Committee at USIU-Africa, Nairobi, Kenya, 2017 — 2018
Personal Information
- Date of Birth: 08/31
- Nationality: Kenyan
Timeline
CEX Manager & Senior Beauty Consultant
BaKi Beauty
07.2023 - Current
Sales Team Lead
Goodlife Pharmacy Limited
07.2022 - 06.2023
Customer Experience Lead
African Hair Limited
04.2021 - 06.2022
Beauty Advisor and Sales Rep
African Hair Limited (BeautyClick)
10.2020 - 04.2021
Part-Time Fashion Assistant & Store Manager
AdzJoa
11.2018 - 06.2020
Bachelor of Arts - Psychology & Minor in Spanish
United States International University-Africa
01.2015 - 01.2019
Master of Science - Organisational Psychology
UNICAF University
04.2001 -
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