LINNET WAWIRA MURIUKI
Summary
Customer Experience and Operations Professional with over five years of experience in banking, contact center operations, customer service, service recovery, complaint management, and regulatory compliance. Experienced in leading customer experience initiatives, conducting root cause analysis, managing SLA performance, coordinating cross-functional stakeholders, and driving customer retention through Voice of Customer programs. Proven ability to analyze operational data, improve processes, support workforce planning, and deliver exceptional customer experiences in fast-paced environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Supervisor, Customer Experience
SBM Bank Kenya
01.2026 - Current
- Managed service recovery processes by tracking and escalating open customer cases to ensure SLA compliance and timely resolution.
- Engaged customers throughout the resolution journey, driving customer satisfaction, loyalty, and retention through effective follow-up and communication.
- Conducted root cause analysis on recurring customer issues and service failures, identifying trends and recommending corrective actions.
- Prepared and submitted accurate monthly CBK complaints reports.
- Contributed to the successful rollout of Zoho CRM by recommending system enhancements.
- Led user training sessions for team members on CRM utilization.
- Appointed as a buddy to new joiners, supporting onboarding and customer issue resolution.
Customer Experience Officer
SBM Bank Kenya
05.2024 - 12.2025
- Leveraged extensive product knowledge to resolve issues promptly, enhancing customer retention and delivering educational support.
- Served as primary contact for customers through inbound calls, email, WhatsApp, and social media, ensuring timely and effective service delivery.
- Documented customer interactions on CRM and coordinated with cross-functional teams for timely closure in line with service level agreements.
- Verified and authenticated customer identity through KYC procedures before processing account-related instructions.
- Received and verified customer requests including account updates, password resets, card services, cheque book requests, and transaction-related inquiries.
- Recognised as a top-performing Contact Centre team member for consistently surpassing performance KPIs.
- Generated KES 28 million in customer deposits during H2 2025 through the Platinum Saver Campaign.
- Delivered KES 23.05 million in total sum insured through the Vuna na Bima Bancassurance Campaign.
- Selected Achievements
Customer Service Representative
Sun King
03.2021 - 04.2024
- Handled approximately 100 inbound and outbound calls daily, maintaining a 98.9% customer satisfaction rating.
- Proactively identified root causes of complaints, reducing repeat complaints significantly.
- Drove revenue growth by offering tailored advice and increasing account utilization.
- Re-engaged dormant customers, improving customer retention.
- Contributed to a 95% retention rate of at-risk customers through proactive engagement.
- Streamlined processes with cross-functional teams, resulting in a 20% increase in call resolution rates.
Administrative Assistant
Brenhert Investment Limited
06.2020 - 03.2021
- Scheduled meetings, managed calendars, and organised logistics to support effective communication.
- Managed visitor interactions and receptionist duties, delivering exceptional service.
- Coordinated office activities and operations to enhance efficiency and ensure compliance.
- Handled correspondence and ensured efficient information flow.
Education
BA - Linguistics, Media and Communication
Moi University
12-2019
Skills
- Customer Service Delivery
- Complaint Resolution
- Customer verification
- Cross-selling
- Upselling
- CRM Data Management
- Regulatory Compliance
- Risk Identification
- Data Protection
- Microsoft Office
- Google Workspace
- CRM Tools
- Video Conference
Certification
- University of California, Irvine- Initiating and Planning Projects
- ALX- Virtual Assistance
References
- Anne Ochieng, SBM Bank Kenya, anne.ochieng@sbmbank.co.ke, 254711453037
- Clinton Matonda, Sun King, clinton.matonda@sunking.com, 254719448959
- Roseanne Rukwaro, Brenhert Investment Ltd, roseanne.rukwaro@imalipay.com, 254710215158
Timeline
Supervisor, Customer Experience
SBM Bank Kenya
01.2026 - Current
Customer Experience Officer
SBM Bank Kenya
05.2024 - 12.2025
Customer Service Representative
Sun King
03.2021 - 04.2024
Administrative Assistant
Brenhert Investment Limited
06.2020 - 03.2021
BA - Linguistics, Media and Communication
Moi University