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Purity Nkatha
Looking for a jobCustomer Success Associate
Customer Success professional with 18+ years' experience across banking, distribution, and travel from onboarding through retention and cross sell.
KenyaCustomer Success Associate at Exotique Tours and Travel Limited
About
I'm seeking a customer success role where my cross-sector background and steady, people-first approach would add value.
At Exotique Tours and Travel Limited, I designed personalised travel packages around customers’ interests, budgets and preferred dates, lifting satisfaction by 25%. I served as the main point of contact from first inquiry through post-trip follow-up.
I reworked booking workflows and coordination with hotels and transport providers, giving clients clearer arrangements and fewer delays. I also introduced a feedback routine after each holiday and shared recurring themes with management to refine itineraries and supplier choices.
Earlier, as Key Account Manager at Manara Limited - Unilever Distributor, I ran branch operations and key retail and wholesale accounts. I opened two further profitable branches within two years and grew the customer base by 40%.
Experience
Customer Success Associate
Designed personalised travel packages, lifting satisfaction by 25%. Led a team handling inquiries across phone, email and chat, and introduced feedback routines to refine itineraries.
Customer SuccessTravel PlanningBooking ManagementTeam LeadershipZendeskSlackZoomCustomer RetentionComplaint Resolution
Key Account Manager
Ran branch operations and a portfolio of key accounts, opening two further branches and growing the customer base by 40%. Cut stock variances by 15% and raised delivery efficiency by 25%.
Key Account ManagementStock ControlInventory ManagementOrder Fulfilment
Education
Alison
Completed Introduction to Sales and Customer Service certification from Alison in September 2024.
Completed Introduction to Sales and Customer Service certification from Alison in September 2024.
Jomo Kenyatta University of Agriculture & Technology
Bachelor's degree in Information Technology from Jomo Kenyatta University of Agriculture & Technology.
Jomo Kenyatta University of Agriculture & Technology
Master's degree in Procurement and Logistics from Jomo Kenyatta University of Agriculture & Technology.
Massachusetts Institute of Technology
Completed Data Science and Machine Learning certification from MIT in February 2025.
Completed Data Science and Machine Learning certification from MIT in February 2025.
Jomo Kenyatta University of Agriculture & Technology
Diploma in Information Technology from Jomo Kenyatta University of Agriculture & Technology.