JANE MUNDIA
Summary
Customer service professional dedicated to enhancing customer journeys and satisfaction. Resolved 90% of complaints, leading to a 20% increase in customer satisfaction scores and improved retention. Demonstrates strong relationship management and data-driven strategies to foster loyalty and drive referrals.
Overview
12
12
years of professional experience
Work History
Customer experience executive
Safaricom PLC
01.2016 - Current
- Increased customer satisfaction scores by 20% through implementation of personalized customer experience strategies, resulting in improved brand loyalty and repeat business.
- Enhanced customer satisfaction and loyalty by efficiently resolving 90% of complaints with problem-solving support and communication skills, resulting in improved customer retention.
- Raised Net Promoter Score by actively listening, showing empathy, and demonstrating genuine interest, resulting in increased customer referrals and positive word-of-mouth.
- Identified pain points and generated actionable insights to enhance customer journeys and satisfaction, contributing to overall service improvement.
sisimua champion
Safaricom retail shop
Naivasha
01.2015 - 01.2016
- Streamlined customer flow during high-traffic periods, reducing crowding at entry points and ensuring smoother shopping experience.
- Provided warm, professional welcome to customers, enhancing the shopping experience and contributing to a 32% increase in customer satisfaction scores.
- Maintained order at counters by proactively identifying and addressing customer needs.
Education
Certificate - Data analytics
ALX Africa
05-2027
Certificate - Developing A Continuous Learning Mindset
Safaricom Business School
09-2026
Certificate - Leveraging Systems Thinking For Workplace Success
Safaricom Business School
09-2026
Certificate - Becoming A Successful Collaborator
Safaricom Business School
09-2026
Certificate - Embracing Change At Work
Safaricom Business School
09-2026
Certificate - Introduction To The AWS Cloud Adoption Framework
AWS
04-2026
Certificate - AWS Security Best Practices: Overview
AWS
03-2026
Certificate - Job Roles in The Cloud
AWS
03-2026
Certificate - Salesforce Associate
ALX Africa
Nairobi06-2025
Certificate - AI career Essentials
ALX Africa
01-2024
Certificate - UX Foundations: Interaction Design
Linkedin Learning
06-2023
Certificate - Cloud Computing: Private Cloud Platforms
Linkedin Learning
05-2022
Certificate - DevOps Foundation
Linkedin Learning
06-2021
Certificate - 5G Technology Strategy
Linkedin Learning
05-2021
Certificate - Scrum Fubdamentals
Scrum Study
02-2021
Skills
- CRM proficiency
- Customer journey mapping
- Customer management
- Customer retention
- Customer feedback analysis
- Customer relations
- Problem-solving skills
- Interpersonal communication skills
- Teamwork and collaboration
- Customer service excellence
- Time management
- Problem-solving abilities
- Relationship management
Timeline
Customer experience executive
Safaricom PLC
01.2016 - Current
sisimua champion
Safaricom retail shop
01.2015 - 01.2016
Certificate - Data analytics
ALX Africa
Certificate - Developing A Continuous Learning Mindset
Safaricom Business School
Certificate - Leveraging Systems Thinking For Workplace Success
Safaricom Business School
Certificate - Becoming A Successful Collaborator
Safaricom Business School
Certificate - Embracing Change At Work
Safaricom Business School
Certificate - Introduction To The AWS Cloud Adoption Framework
AWS
Certificate - AWS Security Best Practices: Overview
AWS
Certificate - Job Roles in The Cloud
AWS
Certificate - Salesforce Associate
ALX Africa
Certificate - AI career Essentials
ALX Africa
Certificate - UX Foundations: Interaction Design
Linkedin Learning
Certificate - Cloud Computing: Private Cloud Platforms
Linkedin Learning
Certificate - DevOps Foundation
Linkedin Learning
Certificate - 5G Technology Strategy
Linkedin Learning
Certificate - Scrum Fubdamentals
Scrum Study