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Kaberia Kibuthania

Kaberia Kibuthania

Customer Operations Manager
Nairobi, Nairobi Area

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About Kaberia Kibuthania:

To provide the best customer experience and optimize business processes for service quality, I am passionate about building strong cross-functional teams and using data to drive solutions to customer pain points. I have over 5 years experience leading customer experience teams, leveraging customer insight into actionable plans and optimizing business processes in Ecommerce and online recruitment. I have previously worked on successful projects in generating Customer-centric Processes, Churn Management, Customer Relationship Management, and Sustainable Operational Efficiency.

Experience

  1. Head of Customer Experience & Operations 
    BrighterMonday Kenya- Oct 2022 - Jun 2023 
    As the Head of Operations & Customer Experience at BrighterMonday, I oversaw and optimized all aspects of operations to enhance customer satisfaction to achieve business goals.
  2. Head Of Customer Experience (E-comm & On Demand Services)
    Jumia Kenya- Jun 2021 - Sep 2022
    As the Head of Customer Experience at Jumia Kenya, I developed and implemented strategies to enhance customer satisfaction, improve service quality, and optimize the end-to-end customer journey.

Education

  1. Kenya Institute of Management
    Marketing Management- Sept 2016
  2. USIU Africa
    Bachelor of Arts- Journalism- August 2012

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