FAITH WAMBUI KARIUKI
Customer Experience Associate And Program Support Officer
Nairobi
Summary
Detail-oriented People & Operations Support professional with over 2 years of experience supporting employees, managing sensitive data, and coordinating cross-functional workflows in regulated environments. Proven ability to administer systems, maintain accurate records, support payroll and compliance processes, and resolve operational issues quickly and reliably. Known for strong ownership, process improvement mindset, and clear communication with internal teams and external partners. Adept at handling ad hoc operational challenges while keeping systems organized, access controlled, and information accurate.
Overview
5
5
years of professional experience
Work History
Customer Support Specialist
NCBA Bank Kenya PLC
01.2022 - Current
- Acted as a primary operational point of contact, managing access to systems and tools while ensuring data accuracy and compliance
- Maintained and updated customer and internal records, ensuring information integrity and audit readiness
- Partnered closely with Finance and Operations teams to support documentation, verification, and compliance-related requests
- Identified recurring issues and collaborated with cross-functional teams to streamline workflows and reduce manual effort
- Handled urgent and sensitive requests professionally, maintaining confidentiality and high trust standards
- Supported internal teams by coordinating information flow and ensuring no requests were 'lost in email'
Customer Support Representative
Kenya Power & Lighting Company PLC
01.2021 - 08.2021
- Managed high-volume operational and customer requests via phone and chat while maintaining accurate documentation
- Coordinated with technical, finance, and operations teams to resolve issues efficiently
- Ensured ethical handling of sensitive data and transparent communication
- Supported process improvements by flagging inefficiencies and suggesting practical fixes
Education
Bachelor of Arts - International Relations
United States International University - Africa
Nairobi, Nairobi Province, Kenya01.2021
Skills
People Operations & HR Administration
Accomplishments
- Improved internal service efficiency by 15% through process reviews and cross-team collaboration
- Maintained 95% first-contact resolution, reducing operational delays and follow-ups
- Ensured accurate, up-to-date customer and employee records in compliance with data policies
- Mentored and onboarded 5 new team members, ensuring smooth system access and process adoption
Timeline
Customer Support Specialist
NCBA Bank Kenya PLC
01.2022 - Current
Customer Support Representative
Kenya Power & Lighting Company PLC
01.2021 - 08.2021
Bachelor of Arts - International Relations
United States International University - Africa