Linda Oyoo

Linda Oyoo • Nairobi, Kenya •- - Education Kenyatta University Bachelor’s Degree in Education Nairobi, Kenya Experience Remote City, State Safaricom PLC Customer Success Manager 12/2022 – Present  Spearheaded the development of over 300 customer success plans resulting in an increase in customer onboarding success rate by 15%  Created tailored customer success webinars resulting in a 10% increase in product utilization by existing customers  Pioneered process improvements for a 25% reduction in onboarding time.  Designed and developed a customer feedback survey program that generated an aggregate of 1000+ responses over 2 months, driving customer satisfaction scores to an all-time high of 93% Safaricom PLC Nairobi Customer Success Associate 11/2021 – 12/2022  Innovated strategies to identify customer needs and provide solutions and follow-throughs, resulting in a 20% increase in customer satisfaction ratings.  Developed instructional materials and provided training sessions to maximize customer adoption of new products.  Created custom customer health scorecards to accurately evaluate customer performance and journey.  Facilitated productive relationships with clients and internal teams, ensuring a unified customer service approach. Safaricom PLC City, State Customer Support Associate 1/2018– 11/2021  Identified potential issues and gaps in customer service, using data analysis to develop solutions and improve the customer experience  Produced monthly customer surveys to analyze customer data and improve customer service  Presented actionable plans to cross-functional teams to ensure customer satisfaction.  Developed and delivered engaging presentations and training materials for comprehensive subject understanding. Skills • • • • • • • • • • • • • Customer Relationship Management Customer Analysis and Insights Customer Training and Education Performance Metrics and Dashboarding Problem Resolution and Escalation Process Improvement and Implementation Strategic Planning and Product Utilization Data Collection and Reporting Onboarding and Support Strategies Continuous Learning and Professional Development Communication and Interpersonal Skills Project Management and Time Management Creative Solution Design and Execution