Skill Assessments This user has not passed any tests yet Languages English - Fluent Swahili - Native or Bilingual People also viewed * [![Rana Incekul](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_67170_1784986463.jpg) Rana Incekul Multilingual Advisor](https://jobicy.com/u/id67170.md) * [![Rafael Gonzalo Valdiviezo Anachuri](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72371_1784948292.jpg) Rafael Gonzalo Valdiviezo Anachuri Audiovisual Advisor](https://jobicy.com/u/id72371.md) * [![Momoh Ayomide](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72264_1784898730.jpg) Momoh Ayomide Customer support specialist/ Executive Assistant](https://jobicy.com/u/id72264.md) * [![Claudiu Vladea](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72261_1784895716.jpg) Claudiu Vladea Customer Success Manager](https://jobicy.com/u/id72261.md) * [![Greg Kizito](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72253_1784891973.jpg) Greg Kizito Remote Customer Support & Appointment Setting Specialist](https://jobicy.com/u/id72253.md) * [![Marie De Freitas](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72150_1784842175.jpg) Marie De Freitas Client Success & Commercial Support Specialist](https://jobicy.com/u/id72150.md) * [![Reda Rl](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_72075_1784825096.jpg) Reda Rl Customer Service Representative](https://jobicy.com/u/id72075.md) * [![Emeka Chinebu](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2026/07/avatar_71951_1784761091.jpg) Emeka Chinebu Customer Support Specialist](https://jobicy.com/u/id71951.md) [All talent ↗](https://jobicy.com/talent.md) * [Overview](#overview) * [Portfolio](#portfolio) * [Services](#services) ## About Me I am a customer success and operations professional with 6+ years of experience leading customer-facing teams, improving retention, and resolving complex escalations in fast-paced environments. I have built my career around customer onboarding, account management, customer support, and customer health monitoring, with a strong focus on delivering measurable service outcomes. In my current and previous roles, I have led teams, coached staff, managed performance improvement plans, and supported forecasting, reporting, and operational planning. I am experienced in CRM systems, technical support, process improvement, automation, and using AI productivity tools to improve communication, reporting, and efficiency. I enjoy working cross-functionally with sales, technical support, and operations teams to improve the customer experience and support business growth. I am open to remote and international opportunities where I can contribute my leadership, customer success, and operations expertise to a high-performing team. ## Skills ### [Customer Service](https://jobicy.com/talent/customer-service.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Negotiation](https://jobicy.com/talent/negotiation.md)[Account Management](https://jobicy.com/talent/account-management.md)[Cross Functional Collaboration](https://jobicy.com/talent/cross-functional-collaboration.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Strategic Planning](https://jobicy.com/talent/strategic-planning.md)[Lead Generation](https://jobicy.com/talent/lead-generation.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Automation](https://jobicy.com/talent/automation.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Microsoft Excel](https://jobicy.com/talent/microsoft-excel.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Forecasting](https://jobicy.com/talent/forecasting.md)[Mentoring](https://jobicy.com/talent/mentoring.md)[Coaching](https://jobicy.com/talent/coaching.md)[Customer Retention](https://jobicy.com/talent/customer-retention.md)[CRM Systems](https://jobicy.com/talent/crm-systems.md)[Customer Onboarding](https://jobicy.com/talent/customer-onboarding.md)[Customer Success Management](https://jobicy.com/talent/customer-success-management.md)[Customer Advocacy](https://jobicy.com/talent/customer-advocacy.md)[Escalation Management](https://jobicy.com/talent/escalation-management.md)[Workflow Optimization](https://jobicy.com/talent/workflow-optimization.md)[Debt Collection](https://jobicy.com/talent/debt-collection.md)[Telesales](https://jobicy.com/talent/telesales.md)[CSAT](https://jobicy.com/talent/csat.md)[Customer Health Monitoring](https://jobicy.com/talent/customer-health-monitoring.md) ## Experience Customer Success & Credit Risk Team Lead @ PVSTAR 2025 - Present Lead and supervise customer-facing teams to achieve service quality, operational, and customer success KPIs. Develop schedules, recruit and train staff, coach team members, handle escalations, monitor customer health, prepare reports, support forecasting, and implement process improvements and automation. Loan Recovery Specialist @ ENGIE Energy Access 2024 - 2025 Managed customer accounts, negotiated payment solutions, resolved inquiries and escalations, maintained CRM records, and supported customer retention initiatives. Customer Service Representative @ ENGIE Energy Access 2020 - 2024 Handled inbound and outbound calls, emails, and chat support; supported onboarding and account activation; managed NPS follow-ups; provided technical support; updated CRM records; handled payment reconciliation; and coordinated cross-departmental escalations. Telesales Agent @ ENGIE Energy Access 2019 - 2020 Generated leads, converted prospects into customers, conducted onboarding and product education, managed payment accounts, resolved service issues, and supported technical coordination. Debt Collection Specialist @ Ideon Outsourcing Ltd 2018 - 2019 Managed inbound and outbound collection calls, negotiated payment plans, updated customer accounts, resolved disputes, and monitored outstanding balances. ## Education Kenyatta University Not specified Bachelor of Science, Community Resource Management This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.