LINDAH JEPKORIR KOSGEI
Nairobi
Summary
Organized Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Regional Retention Manager
Wananchi Group
04.2022 - Current
- Conducted regular reviews of account portfolios, identifying trends in customer behavior and adjusting retention strategies as needed.
- Led training sessions for staff on best practices in customer service, contributing significantly to an improved company wide focus on client satisfaction.
- Closely monitored competitor activities to stay current on industry trends and incorporate best practices into ongoing retention strategy adjustments if needed.
- Established feedback loops with customers, enabling timely identification of potential issues and swift corrective actions when necessary.
Team Leader Retention
Wananchi Group
08.2020 - 03.2022
- Gathering information about customer complaints and strategize on improvements to better the customer experience i.e. through Innovations or process improvements.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Track customer issues via every touch point and ensure issues are resolved at First contact.
- Oversee all retention initiatives to meet set KPIs, drive revenue growth by minimizing new NPDs and disconnections, while increasing customer reactivations and reducing churn
Ag. Call Centre Manager
Wananchi Group
12.2019 - 07.2020
- I was responsible for planning, developing, and managing operations across 8 contact centres, driving strategy execution and overall performance.
Team Leader- Digital Media and Retail Shops
Wananchi Group
01.2017 - 11.2019
- Led both digital and Retail Shop teams by developing and executing business strategies, overseeing daily operations, driving sales and customer engagement, managing team performance, ensuring brand consistency across platforms, and delivering seamless customer experiences through effective people management, campaign execution, and operational excellence.
Office Administrator and Customer Service Exec
Wananchi Group
01.2015 - 12.2016
- Efficiently managed administrative, operational, and customer service functions within the Customer Experience Department, including reporting, travel coordination, procurement, budget tracking, HR support, office and inventory management, health and safety compliance, while also handling customer complaints, performance feedback, and process improvement to ensure high service standards and departmental efficiency.
Relationship Centre Executive
Essar Telecom
01.2012 - 12.2014
- Handled all customer walk in queries and service issues, processed cash transactions, and performed product and service sales while ensuring excellent customer service and operational accuracy.
Education
Foundation Diploma - purchasing & Supplies Management
CIPS-UK
12.2012
Higher Diploma - Diploma in Procurement & Materials Management
Mombasa Polytechnic University College
12.2010
KCSE - Kenya Certificate of Secondary Education, B - (Minus)
A.I.C. Philemon Chelagat Girls
12.2006
KCPE - Kenya Certificate of Primary Education, 329 points
Nerkwo Primary School
12.2002
Skills
- Management of interdisciplinary teams
Accomplishments
High Value Client Strategy Implementation
Developed and rolled out a dedicated HighValue Client Management workflow, which included faster SLAs, personalized support, and proactive issue resolution. This increased HV client retention from 92% to 98% and strengthened brand trust
Certification
- Fire Marshall
- People management and supervisory skills
- Customer Centricity & Leadership Training
REFEREES
Mr. Nelson Ngetich
Business Analysis ManagerWananchi Group Limited
P. O. Box 10286,00100
Nairobi.
Mobile. 0735161130
Mr. Eric Amenya
Technical Manager at WIOCC
Nairobi.
Mobile No: 0725646999
Timeline
Regional Retention Manager
Wananchi Group
04.2022 - Current
Team Leader Retention
Wananchi Group
08.2020 - 03.2022
Ag. Call Centre Manager
Wananchi Group
12.2019 - 07.2020
Team Leader- Digital Media and Retail Shops
Wananchi Group
01.2017 - 11.2019
Office Administrator and Customer Service Exec
Wananchi Group
01.2015 - 12.2016
Relationship Centre Executive
Essar Telecom
01.2012 - 12.2014
Higher Diploma - Diploma in Procurement & Materials Management
Mombasa Polytechnic University College
KCSE - Kenya Certificate of Secondary Education, B - (Minus)
A.I.C. Philemon Chelagat Girls
KCPE - Kenya Certificate of Primary Education, 329 points
Nerkwo Primary School
Foundation Diploma - purchasing & Supplies Management
CIPS-UK
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