Grace M.
Senior Customer Experience and Service Operations Manager
Open to offersNew to PlatformAbout
Grace M. is a seasoned Customer Experience & Service Operations Leader with over 13 years of experience in corporate and service-driven environments, including the telecommunications, business process outsourcing, and travel operations sectors. She has managed international client support at organizations such as CCI Kenya, Remote Raven, and AbolGer Enterprises, demonstrating expertise in service delivery, team leadership, and escalation management. At CCI Kenya, Grace directed client-facing operations and implemented performance initiatives within international campaigns, boosting productivity and client satisfaction. Her role as Executive Operations Partner at Remote Raven involved streamlining workflows and coordinating cross-functional communication across distributed teams. Skilled in using tools like Salesforce, Zendesk, Microsoft Teams, and Slack, she has supported end-to-end service delivery, incident resolution, and process improvement initiatives to optimize operational efficiency for global clients.
Experience
Executive Operations Partner
Remote Raven · 2025 — 2026Collaborated with senior executives to optimize operations among distributed teams. Facilitated cross-functional communication for international client delivery. Enhanced internal workflows and documentation processes, focusing on efficiency. Handled confidential communications and managed a high-volume inbox with discretion. Assisted in project execution across various time zones utilizing Slack, Teams, and collaborative tools.Call Centre Team Manager
CCI Kenya · 2022 — 2025Oversaw client-facing operations for international campaigns, ensuring alignment with performance targets. Served as an escalation point for service issues, working with internal teams to uphold client satisfaction. Executed performance improvement initiatives aimed at increasing team productivity. Managed operational costs while introducing cost-saving measures. Mentored team members, fostering accountability, and prepared performance reports for internal reviews.Call Centre Customer Service Representative
CCI Kenya · 2021 — 2022Achieved high performance in call resolution and customer satisfaction metrics, maintaining a 95% satisfaction rating. Addressed complex customer issues, leading to a 10% improvement in resolution times through effective problem-solving and communication. Implemented process enhancements that reduced call handling time by 5%, contributing positively to SLA performance. Built strong client relationships by delivering exceptional service and anticipating customer needs.Customer Service Manager
AbolGer Enterprises · 2016 — 2020Directed daily customer service operations while assisting senior leadership with scheduling, travel coordination, and meetings. Guided teams to achieve service quality, efficiency, and retention goals. Managed escalations and resolved complex customer issues to maintain long-term relationships. Developed customer service policies and loyalty initiatives that improved customer retention. Coordinated budgeting, invoicing, vendor relations, and resource planning.Customer Service Representative
AbolGer Enterprises · 2014 — 2015Delivered multi-channel customer support, ensuring high levels of customer satisfaction. Accurately processed orders, refunds, and cancellations while maintaining detailed records of customer interactions and transactions.Direct Sales Representative
Telkom Kenya · 2011 — 2012Engaged with prospective customers to create new business opportunities. Addressed customer inquiries, negotiated terms, and facilitated sales closures. Worked in collaboration with internal teams to resolve customer issues and enhance service delivery.
Skills & Expertise
Education
- Diploma in Travel OperationsAir Travel and Related Studies Centre · 2008 — 2009
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