Oct 2023 – Present: THE/STUDIO -Customer Experience Specialist (Remote – USA-Based)
- Handled up to 50 customer inquiries daily via chat, email, and phone, maintaining 95% CSAT and 90% CES scores
- Achieved 98% first-contact resolution by efficiently navigating customer queries and aligning with design teams
- Managed up to 4 live chats and 30 tickets/hour during global peak periods
- Built tracking sheets to ensure SLA compliance and improve 24-hour resolution rates
- Prepared investigation reports on escalated customer issues to support redos and refunds

Feb 2021 – Oct 2023: Tira Studio – Customer Experience & Operations Leader
- Improved on-time delivery by 10% by streamlining CX and fulfillment workflows
- Conducted root-cause analysis on customer complaints, improving satisfaction by 8%
- Created stakeholder-facing reports to inform delivery and performance decisions
- Trained and onboarded new agents—reduced service errors by 15%
- Led collaboration between support, design, and fulfillment teams to meet SLAs

Sep 2019 – Feb 2022: LAPSSET Corridor Development Authority – Strategy & Planning Officer – Land Acquisition
- Coordinated public stakeholders during land acquisition—reduced project delays and improved alignment
- Created Gantt charts, tracked milestones, and secured executive approvals on timelines
- Ensured full regulatory compliance throughout the acquisition lifecycle
- Liaised with county and national government bodies—streamlined communication and issue resolution
- Supported executive committee with documentation, calendar tracking, and meeting notes

Jan 2017 – Dec 2019: Commercial Bank of Africa – Customer Service Representative
- Verified KYC documents with 99% accuracy
- Resolved account issues, answered customer queries, and promoted banking services
- Worked cross-functionally with compliance and front office teams to deliver smooth service experiences