Linda Muthoni
Customer Experience Manager
Nairobi
Summary
A seasoned customer experience professional delivering on time, quality results. Emotionally intelligent leader, focused and driven. Stays updated on CX trends to continuously meet customer expectations and increase team efficiency.
Overview
2
2
Languages
Work History
Project Manager
Kopo Kopo Inc
- Implemented Zendesk omnichannel platform, configured agents, routing, rules, templates, and Help guide.
- Integrated 3rd party apps for efficient ticket assignment and SLA adherence. Results: Reduced first response time to under 20 minutes and average requester wait time to 24 hours for 90% of tickets.
- Sourced a new hosting provider for 3CX telephony solution within 30 days to improve voice channel stability. Result: Achieved seamless transition and maintained uninterrupted service.
- Created transparent QA process on Google Sheets for agent/team performance analysis and dispute resolution.
- Ensured timely score delivery and dispute resolution by QA analyst.
Customer Experience Lead
Kopo Kopo Inc
- Managed 20+ customer experience agents, enabling 24/7 support through effective restructuring.
- Coached and mentored team, fostering open communication and proactive/creative problem-solving.
- Recruited, trained, and supported new hires for successful onboarding.
- Mapped customer experience processes, reducing resolution time from 48 to 12 hours.
- Led customer service weeks, promoting customer-centric culture.
Customer Experience Associate
Kopo Kopo Inc
- Delivered exceptional customer service: Responded to and resolved customer requests across channels while maintaining professionalism.
- Improved Sales & Onboarding: Collaborated with sales and engagement teams to identify and address gaps in sales and onboarding processes.
- Forged Strong Merchant Relationships: Built sustainable relationships with merchants through effective communication.
Education
Certificate in Customer Success Manager -
Udemy Academy
Kenya Certificate of Secondary Education - undefined
St George’s Secondary School
Kenya Certificate of Primary Education - undefined
Nairobi Primary School
Bachelor’s Degree in Hotel and Restaurant Management -
USIU AFRICA
Skills
- Leadership skills
- Communication skills
- CRM integration(Zendesk)
- Data analysis
- Key accounts management
- Quality analysis
Timeline
Project Manager
Kopo Kopo Inc
Customer Experience Lead
Kopo Kopo Inc
Customer Experience Associate
Kopo Kopo Inc
Certificate in Customer Success Manager -
Udemy Academy
Kenya Certificate of Secondary Education - undefined
St George’s Secondary School
Kenya Certificate of Primary Education - undefined
Nairobi Primary School
Bachelor’s Degree in Hotel and Restaurant Management -
USIU AFRICA
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