Rachael Janes Aduma

RACHAEL JANES ADUMA - | -| Nairobi, Kenya LinkedIn: www.linkedin.com/in/raduma PROFESSIONAL PROFILE Results-driven Customer Experience & CRM Specialist with over 14 years of progressive experience in customer service, digital support operations, and client relationship management. Proven expertise in CRM platforms like Zendesk, Salesforce, and Freshdesk, with a consistent record of improving customer satisfaction, streamlining workflows, and delivering agent training that drives measurable performance improvements. Demonstrated leadership in team management, onboarding, and quality assurance in highvolume, omnichannel support environments. Adept at supporting business operations, training remote teams, and implementing customer retention strategies with tangible results. Seeking roles in customer support leadership, CX strategy, or digital operations. KEY SKILLS & COMPETENCIES - CRM Platforms (Zendesk, Salesforce, Freshdesk) - Call Center & Remote CX Operations (Aircall, Five9, RingCentral) - Agent Onboarding & Quality Training - Workflow Optimization & Ticketing Management - Customer Journey Mapping & Satisfaction Metrics - Digital Communication (Zoom, Google Suite, Slack) - Conflict Resolution & Retention Strategy - Operations & Team Coordination - Basic Payroll & Scheduling Oversight - High-Volume Client Interaction Management PROFESSIONAL EXPERIENCE CRM Specialist & Team Lead | RapidPace Ltd 3 Nairobi, Kenya (Remote) Oct 2024 3 Present - Spearheaded CRM operations, optimizing usage of Zendesk and Salesforce to improve ticket handling time by 30%. - Managed and coached a team of remote agents, resulting in a 20% boost in resolution accuracy and a consistent CSAT score of over 92%. - Collaborated cross-functionally with IT and Operations to streamline onboarding workflows and improve internal response time by 25%. - Oversaw knowledge base development and SOP documentation to support scalable training and reduce new-hire ramp-up time. Virtual Executive Assistant | Remote |Vireo Digital Solutions | Nairobi, Kenya | Jan 2024 3 Nov 2024 - Provided executive support to international clients including calendar management, inbox handling, travel coordination, and data entry. - Managed CRM updates, lead tracking, and reporting for client pipelines. - Handled client communications via email, Zoom, and Slack, ensuring timely and professional responses. - Designed and maintained workflow templates to streamline repetitive administrative processes. - Collaborated with clients to manage social media scheduling and online content posting. Customer Service Induction Trainer | Safaricom PLC 3 Nairobi, Kenya Jun 2023 3 Jan 2024 - Led customer experience onboarding for new hires, equipping over 100+ agents with core product knowledge, CRM tools training, and service quality frameworks. - Developed performance monitoring templates and feedback tools, reducing agent error rates during onboarding by 35%. - Enhanced remote training materials to support hybrid operations, ensuring 100% elearning compliance. Customer Experience Executive | Safaricom PLC 3 Nairobi, Kenya Aug 2017 3 Jun 2023 - Delivered hybrid (in-person and remote) customer service support, managing inquiries across voice, email, and live chat channels with an average response SLA of under 2 minutes. - Used CRM tools to resolve 50+ service tickets daily, leading to a 25% improvement in customer resolution speed. - Partnered with technical and product teams to resolve escalations and deliver personalized solutions, maintaining a customer loyalty rating of 90%+. - Co-led peer coaching and cross-skilling sessions, improving overall agent quality scores across departments. Call Center Agent / Customer Care Representative | Safaricom PLC 3 Nairobi, Kenya Jun 2012 3 Aug 2016 - Supported over 150+ customers daily with account queries, service faults, and product education. - Helped restructure escalation paths, cutting average resolution time by 20%. - Authored and revised internal training guides used in ongoing team development. Customer Support Representative (EPZ Outsourcing) | Kencal EPZ 3 Nairobi, Kenya Jul 2008 3 Sep 2009 - Provided transcription and call center support for Telkom and Orange Kenya subscribers. - Maintained call documentation quality that exceeded compliance benchmarks. EDUCATION Diploma in Information Technology Jomo Kenyatta University of Agriculture and Technology (JKUAT) May 2004 3 Jun 2005 TECHNICAL PROFICIENCY - CRM & CX Tools: Zendesk, Salesforce, Gorgias, Freshdesk - Call Tools: Aircall, RingCentral, Five9 - Office & Ops Tools: Microsoft Office Suite, Google Workspace - Other: Basic troubleshooting, remote desktop tools, shift scheduling LANGUAGES - English 3 Fluent - Swahili 3 Native