wambuimaigua
About Candidate
Strategic Customer Experience and Operations professional with over 7 years of progressive experience in the Sacco sector, driving service excellence, operational efficiency and business growth. Proven ability to lead and develop high-performing teams, manage complex escalations and optimize end-to-end customer journeys, consistently delivering over 95% customer satisfaction and over 90% first-contact resolution. Demonstrate strong expertise in process improvement, data-driven decision-making and implementation of customer-centric strategies that have increased product uptake by more than 20% and enhanced retention.
