Judith Kosgei
Customer Sucess Lead
Nairobi
Summary
Customer focused and service oriented professional with over 8 years’ experience in customer engagement, team leadership, and client care across multicultural environments. Proven ability to deliver exceptional service, resolve customer concerns, and ensure passenger satisfaction in fast-paced, high pressure settings. Skilled in clear communication, conflict resolution, cultural sensitivity, and safety compliance, with a strong track record of creating positive customer experiences. Skilled in teamwork and hospitality excellence, committed to upholding world class airline standards.
Overview
8
8
years of professional experience
Work History
Customer Success Lead
Ecosafi
04.2023 - 03.2024
- Established and managed the Contact Centre Department, developing policies, procedures that enhanced service delivery efficiency by 10% and improved overall customer satisfaction scores.
- Led a high performing customer support team, instilling a culture of empathy, active listening, and conflict resolution, resulting in a 25% improvement in first-contact resolution and a 30% boost in customer satisfaction scores.
- Strengthened customer relationships across diverse communities, increasing program adoption by 20%, improving client retention by 15%, and enhancing overall satisfaction ratings by 25%.
Call Centre Team Lead
Ecosafi
07.2022 - 03.2023
- Led call center team to exceed performance targets by 30%, boosting overall customer service quality at Ecosafi.
- Provided feedback to improve team skills, resulting in a 20% increase in agent performance metrics.
- Handled escalated customer complaints, and resolved complex issues leading to 15% increase in customer satisfaction.
Customer Service Representative
Ecosafi
11.2021 - 06.2022
- Resolved over 500 customer inquiries monthly, improving satisfaction scores by 30% through effective complaint management at Ecosafi.
- Processed and maintained accurate records for over 1000 customer orders, ensuring data integrity and operational efficiency.
- Delivered detailed reports on customer feedback for two product lines, driving targeted service improvements by analyzing trends.
Records Officer
Total Security Surveillance
10.2015 - 02.2020
- Managed over 1000 electronic and paper-based records daily, ensuring accuracy and accessibility.
- Developed and implemented 3 record distribution and storage policies, enhancing data security.
- Classified and indexed over 100 records monthly, improving retrieval efficiency.
- Updated over 200 records in the ERP system weekly, maintaining data integrity across formats.
Education
Masters in Business Administration - Operations Management
University of Nairobi
12.2019
Information Sciences
Moi University
12.2015
Skills
- Excellent Customer Service
- Conflict resolution and complaint handling
- Team leadership and coordination
- Communication and interpersonal skills
References
Available upon request
Timeline
Customer Success Lead
Ecosafi
04.2023 - 03.2024
Call Centre Team Lead
Ecosafi
07.2022 - 03.2023
Customer Service Representative
Ecosafi
11.2021 - 06.2022
Records Officer
Total Security Surveillance
10.2015 - 02.2020
Information Sciences
Moi University
Masters in Business Administration - Operations Management
University of Nairobi
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