Mar 2025 – Present: Customer Service Representative – Cleo AI (via Oasis Outsourcing, Remote)
- Delivered real-time live chat support to help users navigate and maximize the Cleo app.
- Supported users on the Cleo Credit Builder Card, ensuring clear understanding of features and usage.
- Collected user feedback and shared insights with product teams to guide feature improvements.
- Monitored trends and escalated irregularities to product teams for quick resolution.
- Performed data annotation to help train Cleo’s AI and enhance user experience.

Jan 2022 – Jul 2024: Customer Service Representative – Haco Industries (K) Ltd, Nairobi
- Managed high-volume customer interactions, improving satisfaction through proactive issue resolution.
- Generated 20+ weekly Proforma Invoices and handled onboarding, data retrieval, and order updates.
- Prepared weekly/monthly SLA and financial impact reports for delivered and undelivered orders.
- Conducted root cause analysis, reducing recurring complaints by 10%.
- Coordinated with finance and sales teams to recommend supply quantities based on customer history.

Oct 2020 – Dec 2021: Client Service Lead – Edgescope Logistics Ltd, Nairobi
- Led client service operations, ensuring timely resolution of inquiries and shipment issues.
- Achieved 85% CSAT by improving service quality and anticipating customer needs.
- Reduced recurring issues by 70% through preventive measures and updated issue logs.
- Collaborated with internal teams to ensure SLA-compliant service delivery.
- Developed service policies and procedures that standardized customer experience.

Feb 2017 – Jun 2020: Customer Service Advocate – Tala, Nairobi
- Provided multi-channel support (email/call/chat/SMS), improving customer satisfaction by 40%.
- Resolved payment issues, including reversals and refunds via the M-Pesa portal.
- Analyzed customer service data and prepared reports to improve overall experience.
- Followed up on interactions to ensure full resolution and build customer trust.
- Supported product testing for new app features to ensure smooth user experience pre-launch.

Nov 2016 – Jan 2017: Data Entry Assistant (Temp) – International Organization for Migration (IOM), Nairobi
- Captured and verified data for inventory and asset management systems.
- Established stock cards and assisted with asset registration and verification.
- Consolidated obsolete items for disposal and verified VAT exemption documentation.
- Ensured accurate filing, documentation, and record updates.

Dec 2015 – Sep 2016: Customer Care Agent – StarTimes Media, Nairobi
- Handled customer inquiries professionally, strengthening customer trust and retention.
- Monitored customer feedback to identify service trends and emerging issues.
- Resolved customer concerns promptly through strong problem-solving skills.
- Maintained detailed logs of customer interactions to support service quality improvements.