Irene Gatuna

IRENE GATUNA 📞 - Customer Success Executive | ✉️- | 📍 Nairobi, Kenya PROFESSIONAL SUMMARY Customer-focused and results-driven professional with over five years of experience in client success, communication, and service coordination. Skilled in managing customer relationships, resolving inquiries efficiently, and coordinating cross-functional teams to ensure exceptional service delivery. Adept at digital communication workflows, order management, and performance reporting. Passionate about building long-term client relationships and maintaining brand consistency through clear, proactive, and empathetic communication. CORE COMPETENCIES Customer Care | Client Relationship Management | Order & Service Coordination | Digital Communication | CRM Systems | Problem Resolution | Team Leadership | Reporting & Analytics | Process Optimization WORK EXPERIENCE Team Lead – Digital Marketing & Client Engagement Agency Nov 2023 – Present    Lead a team managing client engagement campaigns and digital communication workflows across multiple accounts. Coordinate content delivery, service follow-ups, and client communication to ensure consistency and satisfaction. Streamlined internal processes to improve response times, accuracy, and collaboration between creative, support, and management teams. Client Success Manager – Nouveta Limited Aug 2020 – Nov 2023    Served as the main liaison between clients and internal teams, managing inquiries, updates, and escalations. Oversaw onboarding, product training, and feedback collection to strengthen satisfaction and long-term engagement. Collaborated with operations and technical teams to resolve service issues quickly and efficiently. Customer Experience Associate – Nouveta Limited Feb 2020 – Aug 2020   Supported day-to-day customer communication, order tracking, and data entry within CRM systems. Helped streamline coordination between the sales and support teams, improving response turnaround. Public Relations & Marketing Assistant – Baxtone Engineering Contractors Jun 2019 – Nov 2019 EDUCATION Diploma in Project Management – Kenya Institute of Management (2022 – Present) Bachelor of Arts in International Relations – United States International University (2014 – 2018) Certificate in Chinese Language – Confucius Institute, Kenyatta University (2016) Kenya Certificate of Secondary Education (KCSE) – Gatitu Girls’ Secondary School (2013) REFEREES Sandra Murimi – Human Resource Manager, Nouveta Limited | 📞- Joseph A. Kituzi – Administrator, Jomo Kenyatta Foundation Scholarship | 📞- Bernard Karanja – Manager, Baxtone Engineering Contractors | 📞-