Customer Experience & Retention Specialist
Resume:
JOAN NJERI WANJIRU
Customer Retention Representative Customer Experience Client Engagement
Nairobi, Kenya
️ **************@*****.***
PROFESSIONAL SUMMARY
Customer-focused professional with experience in customer service, sales, and client engagement, supported by a strong foundation in psychology and communication. Skilled in outbound customer engagement, complaint resolution, retention-focused conversations, and accurate CRM documentation. Empathetic, resilient, and results-driven in fast-paced environments.
KEY SKILLS
● Customer retention and loyalty support
● Outbound and follow-up customer calls
● Customer satisfaction assessment
● Complaint investigation and resolution
● Active listening and empathy
● Conflict resolution and problem-solving
● CRM documentation and record keeping
● Team collaboration and cross-functional coordination
● Adaptability and resilience
● Microsoft Word and Microsoft Excel
PROFESSIONAL EXPERIENCE
Customer Service & Client Engagement Officer / Social Media Manager Charis Kicks 2025 – Present
● Conduct follow-ups with customers to address concerns, resolve issues, and maintain positive relationships.
● Handle customer complaints professionally, applying empathy and problem-solving to retain customers.
● Maintain accurate records of customer interactions, resolutions, and follow-ups.
● Support repeat business through personalized customer engagement and clear communication.
Sales Attendant
Koms Collection 2022 – 2023
● Engaged customers proactively, identified needs, and provided tailored product recommendations.
● Addressed customer concerns and supported issue resolution to enhance customer satisfaction.
● Built strong interpersonal skills while working in a target-driven, fast-paced environment. Counseling Psychology Intern
PCEA Kikuyu Hospital May 2024 – August 2024
● Conducted client intake and follow-ups, applying active listening and empathy to understand client concerns.
● Maintained confidential records and documentation in line with ethical standards.
● Strengthened skills in handling sensitive conversations and managing emotionally distressed clients.
EDUCATION
Bachelor of Psychology
Machakos University 2021 – 2025
● Cumulative GPA: 3.3 / 4.0 (67%)
KCSE
Uthiru Girls High School
● Mean Grade: C+
REFEREES
Ms. Dorcas Munyao
Lecturer & Counselling Psychologist
Machakos University
Ms. Margaret Karani
Clinical Psychologist
PCEA Kikuyu Hospital
Mr. Eric Komee
Customer Service Supervisor
Charis Kicks
Contacts available upon request
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