Aug 2024 – Present: Customer Retention Team Captain – SunCulture Kenya Limited (Hybrid, Nairobi)
-Lead proactive customer engagement, aligning support strategies with retention KPIs and CSAT improvement goals.
- Log and manage customer interactions via CRM, generate follow-up call plans, and track issue resolution.
- Collaborate cross-functionally with product and support teams to align service delivery with customer needs.
- Collect feedback and contribute to continuous improvement initiatives for customer-facing processes.

Sept 2023 – Present: Customer Experience Associate – SunCulture Kenya Limited (Hybrid, Nairobi)
- Managed inbound and outbound communication via chat, phone, and email to support onboarding and product adoption.
- Supported knowledge base updates, customer education materials, and operational process rollouts.
- Conducted customer follow-ups to assess satisfaction and escalate unresolved product-related issues.
- Contributed to identifying service delivery gaps and aligning support teams on quality priorities.
- Supported donor-related special projects.

May 2023 – Aug 2023: Customer Support Associate – Call Center International (CCI) (Onsite, Nairobi)
- Provided daily customer service support across multiple channels, resolving product concerns with professionalism.
- Updated CRM systems with customer cases, planned follow-ups, and escalated urgent inquiries.
- Consistently exceeded performance KPIs by balancing productivity with accuracy, attention to detail, and empathy.

Jun 2018 – Apr 2021: Donor Data Entry Clerk / Special Projects Support – Kenya National Examination Council (Onsite, Nairobi)
- Entered and validated customer data, ensuring accurate documentation in internal systems.
- Assisted in reporting and organizing high-volume records in compliance with quality standards.

BrendaAtieno

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