Customer Experience Manager
XADO East Africa Ltd
07.2021 - 11.2023
Esther Njoroge
customer experience
Nairobi
Timeline
Logistics Officer
Octane stores
08.2018 - 04.2021
Business Support Officer
Netwrap consulting ltd
04.2015 - 03.2018
Diploma in Law - Law
Kenya School of Professional Studies
01.2006 - 11.2008
Work History
Customer Experience Manager
XADO East Africa Ltd
07.2021 - 11.2023
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Streamlined customer service processes, leading to more efficient resolution of inquiries and complaints.
- Initiated loyalty program that increased repeat business by rewarding frequent customers.
Logistics Officer
Octane stores
08.2018 - 04.2021
- Provided procurement of goods, provision of transportation services, tracking of movement and change to support safe and secure operations.
- Supervised logistics functions and operations.
- Coordinated cross-functional teams in executing complex logistics projects, resulting in successful completion within deadlines and budgets.
- Managed logistics assets for timely and cost-effective delivery of cargoes.
- Established strong relationships with suppliers and carriers, fostering collaboration for improved service levels and cost reductions.
- Delivered logistic support to leverage existing resources with cost-effective savings.
Business Support Officer
Netwrap consulting ltd
04.2015 - 03.2018
- Supported executive-level staff by handling complex scheduling needs and managing confidential information discreetly.
- Enhanced overall team efficiency by streamlining administrative processes and implementing innovative solutions.
- Streamlined internal communications by creating clear channels for information sharing among team members.
- Collaborated with cross-functional teams for the successful execution of strategic initiatives.
- Maintained smooth back-office functions to promote efficient business operations.
- Developed and maintained key business relationships to support organizational growth and expansion.
- Coordinated company events and meetings, managing logistics to ensure seamless execution.
- Executed training programs.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Skills
Cross-functional collaboration
Voice of customer analysis
Customer empathy
Data analytics
Customer feedback management
Decision-making
Customer retention strategies
Service promotion
Teamwork
Education
Diploma in Law - Law
Kenya School of Professional Studies
Nairobi 01.2006 - 11.2008
Summary
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Similar Profiles
Esther NjorogeEsther Njoroge
Customer Experience Manager at XADO East Africa LtdCustomer Experience Manager at XADO East Africa Ltd
Natalie NjengaNatalie Njenga
Business Lead – International Brands at L’Oréal East AfricaBusiness Lead – International Brands at L’Oréal East Africa
Dr VISWA MOHAN PEDAGOPUDr VISWA MOHAN PEDAGOPU
Professor / Academic Project Coordinator |Researcher |Project Management at Arden University, Germany / Wolaita Sodo University, East Africa / NSAKCET / AIZZA CET/ Shoolini University| MANUU| IndiaProfessor / Academic Project Coordinator |Researcher |Project Management at Arden University, Germany / Wolaita Sodo University, East Africa / NSAKCET / AIZZA CET/ Shoolini University| MANUU| India
Kyle Temple-MurrayKyle Temple-Murray
Managing Director at NADSKA LtdManaging Director at NADSKA Ltd
MACKLYNE IMARYMACKLYNE IMARY
Customer Support Expert at TeleperformanceCustomer Support Expert at Teleperformance