Ashley Claire Nyambura Kinuthia

Ashley Claire Nyambura Uthiru, Kenya Email:-| Phone:- Career Objective Results-driven customer service leader with over a year of experience, dedicated to enhancing customer engagement and retention through innovative strategies. Proven track record in leading high-performing teams to achieve exceptional outcomes, including a 12% reduction in churn and a 15% improvement in Net Promoter Score (NPS). Adept at leveraging data analytics to inform decision-making and optimize processes, resulting in increased sales and customer satisfaction. Committed to fostering a culture of continuous improvement and collaboration across crossfunctional teams. Seeking to leverage my strategic communication skills and analytical expertise to drive organizational success in a dynamic customer-focused environment. Core Competencies and Skills • Expertise in developing cohesive communication frameworks to ensure consistent messaging across platforms. • Skilled in devising and implementing innovative customer retention strategies that • drive loyalty and satisfaction. • Proficient in analyzing customer data to inform strategic decisions and optimize engagement initiatives. • Strong background in streamlining processes to improve efficiency and maintain highquality standards. • Demonstrated ability to manage and collaborate with cross-functional teams to achieve organizational goals • Proficient in CRM software including Salesforce, Zendesk, and Freshdesk. • Experienced with data analytics tools such as Google Analytics and Tableau Work Experience Team Leader – Customer Service CCI Kenya | Nov 2022 – Feb 2024 • • • • • Demonstrated ability to lead and inspire diverse teams, fostering an environment of collaboration and high performance. Developed and executed innovative strategies that effectively enhanced customer loyalty and reduced churn. Utilized strong analytical skills to interpret customer data, formulating impactful retention strategies that improved customer satisfaction. Streamlined operational processes to enhance efficiency, resulting in faster service delivery and reduced handling times. Effectively resolved customer escalations with a focus on enhancing the overall customer experience through exceptional problem-solving skills. Achievements • Supervised a team of 15 representatives, driving a 12% reduction in churn through innovative engagement initiatives. • Enhanced Net Promoter Score by 15% via tailored retention strategies. • Spearheaded cross-departmental upselling projects, contributing to a 10% revenue increase. • Conducted performance evaluations and provided targeted coaching to improve team productivity Customer Experience Analyst CCI Kenya | Nov 2022 – Oct 2023 • Created visual representations of customer interactions to highlight pain points and opportunities for enhancement. • Tracked key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) to assess satisfaction levels and identify trends • Worked closely with product development, marketing, and support teams to implement solutions based on customer feedback. • Analyzed data to recognize trends in customer behavior, preferences, and feedback that informed strategic decisions. • Advocated for ongoing enhancements in processes, products, and services based on customer insights. Achievements • • • Delivered exceptional support with a 95% customer satisfaction rate. Streamlined processes, reducing call handling time by 20%. Maintained a 90% first-call resolution rate, reflecting strong problem-solving skills. Academic Background Metis College | Certificate in Executive Assistance | Sept 2024 – Oct 2024 St. Anuarite Girls Secondary School | High School Certificate | Jan 2017 – Apr 2021 Certifications: • • • • Google Analytics Certification ITIL Foundation Certificate in IT Service Management Certified Customer Success Manager (CCSM) Level 1 CompTIA A+ Certification Referees References available on request