Summary
Overview
Work History
Education
Skills
Extra-Curricular Activities
Personal Information
Timeline
Generic

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 -
Esther MwanzaCustomer Experience Manager