Laura Khaoya

LAURA KHAOYA Customer Experience Manager E - - q https://www.linkedin.com/in/laurakhaoya/  Nairobi, Kenya PROFESSIONAL SUMMARY MY LIFE PHILOSOPHY Accomplished Customer Experience and Support Specialist with over 10 years of progressive experience in client relationship management, contract administration, and customer success strategy. Recognized for optimizing support operations, enhancing customer satisfaction, and building high-performing teams through data-driven decision-making and targeted training programs. Demonstrates a proven ability to reduce churn, improve Net Promoter Scores, and drive account growth through crossfunctional collaboration and personalized client engagement. Proficient at navigating complex, multicultural environments with a strong emphasis on asynchronous communication, cultural sensitivity, and diplomacy. Technically proficient in tools such as Zendesk, HubSpot, G-Suite, Slack, and Asana, with hands-on experience in finance management, inventory control, and legal support functions. Passionate about delivering service excellence and fostering meaningful, long-term customer relationships across diverse industries. I believe in creating meaningful impact through empathetic service, continuous growth, and datadriven solutions that uplift both people and processes. SKILLS CERTIFICATION Contract and Account Management Prospecting and Negotiation Customer Relationship Development Customer Support Optimization Budgeting and Finance Management Retention and Renewal Strategies Database Management, Email and Calendar Coordination Proficient with tools such as G-Suite Slack Asana Zendesk and HubSpot Cultural Sensitivity Emotional Intelligence Effective Training Programs Clear Communication EDUCATION Master of Art in Diplomacy Law and Global Change Coventry University Bachelor of Art in Communication, PR and Electronic Media Daystar University Data Analysis |Coursera Building Customer Loyalty |LinkedIn Learning Customer Experience: Journey Mapping |LinkedIn Learning Account Management-Maintaining Relationships |LinkedIn Learning STRENGTHS  Proven ability to lead customer support teams to exceed service benchmarks by optimizing response processes, enhancing satisfaction scores, and improving retention rates. Finance Management and Inventory Control PROFESSIONAL EXPERIENCE  Ozone Care Enterprises Limited 01/2023 - Present  01/2016 - 12/2016 • Provided timely and accurate legal assistance to Kenyan Missions abroad, contributing to a 20 percent improvement in inquiry resolution times and an increase in stakeholder satisfaction. • Delivered expert legal guidance to foreign embassies on Kenyan laws and regulations, fostering collaborative and trustworthy international relationships. • Ensured full compliance with domestic constitutional requirements and international legal obligations, maintaining a 100 percent alignment with legal frameworks. • Drafted and reviewed bilateral and multilateral treaties, conventions, and agreements, resulting in a 15 percent improvement in document accuracy and workflow efficiency. • Acted as a liaison between government ministries and legal entities, streamlining processes for extradition and mutual legal assistance, which led to a 20 percent reduction in case handling time. Client Relationship & Account Management Strong track record of managing key accounts, fostering long-term relationships, and driving revenue growth through upselling, cross-selling, and personalized engagement strategies.  Team Training & Performance Development Experienced in designing and delivering training programs that elevate team performance, increase productivity, and reduce staff turnover by fostering an engaged and capable workforce.  Communication & Internal Engagement Adept at developing compelling internal communications and brand content, fostering a unified corporate culture and strengthening internal collaboration. Legal Intern Ministry of Foreign Affairs Strategic Process Improvement Skilled at identifying inefficiencies and implementing streamlined workflows that significantly reduce response times, escalations, and operational bottlenecks. Customer Experience Manager • Successfully led a team of customer support representatives, increasing first-call resolution rates by 20 percent and enhancing overall customer satisfaction scores by 15 percent within the first year. • Streamlined and enhanced customer support processes, which led to a 25 percent reduction in average response times and a 30 percent drop in customer escalations. • Designed and implemented robust training programs that boosted team productivity by 20 percent and reduced employee turnover by 25 percent. • Leveraged customer feedback and analytics to proactively address service gaps, resulting in a 20 percent improvement in customer retention and a 15 percent rise in Net Promoter Score (NPS). • Cultivated strong client relationships and account management practices, contributing to a 10 percent increase in customer referrals and a 15 percent growth in revenue from existing clients. • Collaborated with cross-functional teams to integrate customer feedback into product and service improvements, leading to a more tailored customer journey and stronger brand loyalty. Customer Experience Leadership  Project & Event Coordination Capable of leading large-scale campaigns, fundraising events, and outreach initiatives, successfully increasing visibility, engagement, and resource mobilization.  Cross-Cultural Competence & Emotional Intelligence Brings a deep understanding of cultural sensitivity and emotional intelligence to resolve customer issues diplomatically, especially in diverse and asynchronous work environments. PROFESSIONAL EXPERIENCE Customer Service Coordinator STRENGTHS  Nurture the Children – UK Experienced with remote collaboration and customer success platforms such as G-Suite, Slack, Zendesk, Asana, and HubSpot, enabling seamless support and communication across teams. 08/2014 - 10/2015 • Collaborated with internal teams to assess volunteer program needs and cultivate external partnerships, leading to a 30% increase in volunteer engagement and strengthened alignment with organizational objectives. • Developed customized volunteering opportunities and clearly defined role descriptions tailored to program requirements, which contributed to a 25% rise in volunteer satisfaction and effectiveness. • Conducted internal advocacy and awareness sessions on the value and functions of volunteers, resulting in a 20% improvement in teamwork and collaboration between staff and volunteer groups. • Designed and executed strategic recruitment and publicity campaigns across various platforms, achieving a 40% growth in volunteer applications and enhancing the program’s diversity and outreach. • Planned and managed volunteer-led fundraising events, which resulted in a 15% increase in funds raised and successfully elevated the organization’s visibility through well-coordinated, mission-driven events. Communication and Brand Assistant Tool Proficiency in Modern Work Environments INDUSTRY EXPERTISE Customer Experience & Support Operations Non-Profit & Volunteer Program Development Public Sector & Governmental Legal Affairs Brand & Corporate Communications Siginon Group Limited 02/2011 - 05/2014 • Worked cross-functionally to uphold brand standards and ensure compliance with inventory and communication protocols, resulting in a 15% improvement in customer satisfaction and overall brand perception. • Authored and edited engaging content for the company’s internal print magazine and intranet, enhancing employee awareness, internal communication, and alignment with corporate values. • Planned and executed impactful marketing campaigns and client-facing events, directly contributing to a 20% increase in client retention and acquisition through improved brand engagement. • Promoted a culture of collaboration by organizing speaking engagements, recommending relevant professional memberships for junior staff, and supporting internal development initiatives. • Applied emotional intelligence and active listening skills to resolve customer complaints effectively, reducing escalation cases by 25% and strengthening longterm client relationships. KEY ACHIEVEMENTS  Optimized Customer Support Operations Fundraising & Stakeholder Engagement Client Retention & Business Growth Strategy Training Design & Capacity Building INTERESTS  Customer Experience & Relationship Building   Training & Team Development Communication & International Engagement MY TIME Led a customer service team at Ozone Care Enterprises to improve first-call resolution by 20% and raise overall customer satisfaction by 15% through strategic process improvements and performance coaching.  D A C B Reduced Response Time and Escalations Streamlined customer inquiry handling processes, resulting in a 25% reduction in average response time and a 30% decrease in customer escalations—enhancing customer trust and team efficiency.  Enhanced Team Performance and Retention Designed and implemented training and development programs that increased staff productivity by 20% and reduced employee turnover by 25%, creating a more engaged and capable support team.     Boosted Customer Retention and Loyalty Metrics Applied data analysis to identify service gaps, which led to a 20% increase in customer retention and a 15% improvement in Net Promoter Score (NPS), driving long-term client loyalty. A Managing and Leading Customer Support Teams B Strategic Account Management and Client Relationship Building Generated Revenue Growth through Client Relationship Management C Data Analysis and Process Improvement Fostered strong relationships with key accounts, resulting in a 10% increase in customer referrals and a 15% revenue uplift from existing clients through strategic engagement and account expansion. D Developing and Implementing Training Programs Increased Volunteer Engagement and Outreach Success At Nurture the Children–UK, boosted volunteer engagement by 30% and applications by 40% through role customization, awareness campaigns, and improved onboarding strategies. English Strengthened Internal Communication and Brand Perception Proficient Created internal publications and led brand initiatives at Siginon Group, resulting in a 15% increase in customer satisfaction and a 20% improvement in client retention and acquisition.  LANGUAGES Resolved Customer Complaints with Empathy and Professionalism Handled customer grievances with emotional intelligence, leading to a 25% reduction in escalations and strengthening the organization’s customer relationship framework. Proficient Swahili