Vivian Kiptarus

Vivian Kiptarus Nairobi, Kenya https://www.linkedin.com/in/vivian-k-04bb5219b Professional Summary Results-driven Customer Success and Sales professional with 4+ years of experience driving revenue growth, improving customer retention, and delivering exceptional client experiences across banking, SaaS, and customer support environments. Proven track record of exceeding sales targets, optimizing customer journeys, and building long-term client relationships. Adept at using CRM tools, data insights, and consultative selling techniques to deliver measurable business impact. Core Skills • • • • • • • • Customer Success & Retention Strategy Consultative Sales & Pipeline Management CRM Tools (HubSpot, Zendesk, Salesforce) Client Relationship Management Revenue Growth & Upselling Data Analysis & Reporting Cross-functional Collaboration Problem Solving & Conflict Resolution Professional Experience Freelance Customer Success Manager (Remote) November 2025 – Present • • • Manage end-to-end customer lifecycle, onboarding new clients and improving product adoption, resulting in increased retention rates Proactively engage clients to identify needs and deliver tailored solutions, improving customer satisfaction and reducing churn Track customer health metrics and provide actionable insights to improve engagement and long-term value • • Collaborate with sales and product teams to relay customer feedback and enhance service delivery Handle escalations efficiently, turning at-risk accounts into retained clients Customer Service Expert Teleperformance Limited | September 2024 – September 2025 • • • • Delivered high-quality support to European customers, consistently meeting and exceeding KPIs for response time and satisfaction Resolved complex customer issues across multiple channels, improving customer experience and brand loyalty Maintained detailed and accurate records in CRM systems, ensuring data integrity and follow-ups Recognized for strong communication skills and ability to de-escalate challenging situations Business Development Associate – Leads Restore Masters | September 2025 – October 2025 (Project-Based) • • • • Handled high-volume inbound and outbound calls daily, generating and qualifying leads to build a strong sales pipeline Conducted initial outreach, needs assessment, and lead nurturing to move prospects efficiently through the funnel Collaborated closely with sales teams to ensure seamless handoff of qualified leads and improved close rates Maintained accurate lead data and activity tracking within CRM systems to support reporting and forecasting Business Development Associate ABSA Bank | June 2023 – May 2024 • • • • Achieved top national sales performance in 2023 by exceeding revenue and acquisition targets Generated and converted high-quality leads through strategic outreach and relationship building Advised clients on financial products, increasing uptake and customer satisfaction Managed a robust sales pipeline, ensuring consistent deal closure and revenue growth Business Development Representative HFC Limited | January 2022 – June 2023 • • • • Drove mortgage product sales through consultative selling and customer education Built and maintained strong client relationships, contributing to repeat business and referrals Conducted market research and identified new opportunities for business expansion Consistently met and exceeded individual sales targets Environmental Intern Export Processing Zones Authority (EPZA) | January 2020 – December 2020 • • • Conducted environmental data collection and analysis to support compliance and reporting Assisted in environmental audits and monitoring activities Prepared reports and contributed to sustainability initiatives Key Achievements • • • #1 Sales Performer Nationally at ABSA Bank (2023) Consistently exceeded sales and customer satisfaction KPIs across roles Successfully improved customer retention and engagement in freelance customer success role Education Bachelor of Science in Environmental Science Kabarak University (2017 – 2021) Second Class Honors – Upper Division Certifications • • • • Project Management Certification Zendesk for Customer Service Agents Customer Relationship Management (CRM) Designing and Implementing M&E Systems (Alison) Tools & Systems • • • • • • • HubSpot CRM Zendesk Salesforce Microsoft Dynamics CRM Monday.com Google Workspace Microsoft Excel & Word Languages • • English (Professional) German (Basic) Additional Information • • • Strong background in data collection, analysis, and reporting Experience working with international clients and cross-cultural teams Passionate about delivering value-driven customer experiences and business growth