Senior CRM & Customer Experience Operations Leader

ANTONY M. BENJAMIN

Phone: +254-***-***-***

Email: **************@*****.***

LinkedIn: linkedin.com/in/antonymunyao

Professional Summary

Results-driven Customer Experience, Customer Success, and Operations professional with over eight years of experience leading customer-centric initiatives across banking, insurance, fintech, manufacturing, BPO, recruitment, and consulting sectors. Proven success in improving customer satisfaction, customer retention, operational efficiency, stakeholder engagement and revenue growth.

Core Competencies

Customer Experience Strategy • Customer Success • Employee Relations • Operations Management • Team Leadership • Stakeholder Management • Quality Assurance • CRM • NPS • CSAT • Voice of Customer • Root Cause Analysis • Process Improvement • Change Management • Business Process Optimization

Professional Experience

Survey Feedback & Systems Review Consultant PeerSpot Jan 2025 – Present

• Conduct enterprise software reviews.

• Reviewed Zoho Mail, CRM and POS platforms.

• Provided customer experience recommendations.

Community Chairman Kyandu Water Community Project Aug 2024 – Dec 2024

• Led community water initiatives.

• Collaborated with Kitui County leadership and Ministry of Water. Community Outreach Coordinator Ministry of Labour & Social Protection May 2024 – Jul 2024

• Registered vulnerable households.

• Supported Enhanced Single Registry programme.

Customer Experience & Technical Branch Operations Lead Elshaddai Welding & Fabrication Jan 2023 – Apr 2024

• Reduced customer pain points by over 50%.

• Led branch customer experience improvement.

Senior Customer Experience Officer Tile & Carpet Centre Oct 2022 – Dec 2022

• Developed customer journey maps.

• Improved NPS and CSAT adoption.

Customer Relations Manager Empire MediaTech

Jul 2021 – Dec 2022

• Led Customer Success team.

• Implemented quality measurement frameworks.

Customer Experience Advisor BrighterMonday Kenya Jan 2021 – May 2021

• Improved NPS from +40 to +53.

• Improved CSAT from 69% to 85%.

• Generated KES 100,000+ in additional revenue.

Customer Service Representative & Assistant Team Lead Call Centre International Kenya Jan 2020 – Aug 2020

• Maintained CSAT above 85%.

Inbound Customer Service Representative Horizon Contact Centre Jan 2019 – Dec 2019

• Maintained customer satisfaction above 90%.

Financial Advisor Britam Insurance

Jan 2017 – May 2018

• Achieved monthly sales above KES 500,000.

• Maintained policy persistency above 90%.

Education

Bachelor of Arts (Sociology & Public Administration) University of Nairobi

Second Class Honours (Upper Division)

Professional Certification

Financial Analysis Certification – Corporate Finance Institute Technical Skills

Salesforce, Zoho CRM, Bitrix24, Genesys, Avaya, Ameyo, 3CX, Microsoft 365, Google Workspace, Zoho Analytics, Microsoft Excel, AX ERP, Customer Journey Mapping, Voice of Customer, NPS, CSAT, RCA, Service Delivery.

References

Available upon request.

Contact this candidate