Abigael Kilale
Mombasa,,Kenya
Summary
Dynamic professional with a proven track record at Safaricom Limited, excelling in customer relationship management and strategic brand storytelling. Spearheaded initiatives that boosted customer satisfaction by 30%, leveraging team collaboration to drive business growth. Expert in community engagement, significantly enhancing social impact.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Executive
Safaricom Limited
03.2021 - Current
- Managed a portfolio of over 500 customer accounts, strengthening engagement and long-term retention
- Resolved customer complaints within one business day, reducing escalations and improving overall service efficiency
- Handled an average of 50 daily inquiries, streamlining processes and cutting repeat queries by nearly one-third
- Maintained a 4.8-star customer satisfaction rating, consistently exceeding industry benchmarks
- Transformed the customer service workflow by introducing a comprehensive knowledge base, reducing resolution time by 2 hours per case and allowing representatives to handle 30% more tickets weekly
Sales Marketer
Safaricom Limited
08.2020 - 02.2021
- Conducted market research across a customer base exceeding 500 individuals, identifying trends to refine product positioning
- Increased daily sales volume by hundreds of units, driving higher revenue through well-targeted promotions
- Shortened the sales cycle by three days, improving the efficiency of customer onboarding
- Implemented pricing strategies that drove 100+ upsells and cross-sells, boosting overall revenue
Office Administrator
Mr. and Miss University
11.2018 - 09.2019
- Produced dozens of multimedia content pieces, including several minutes of video, over a hundred high-quality images, and thousands of words of promotional material, increasing audience engagement significantly
- Secured corporate sponsorships valued at more than one million Kenyan shillings, covering most of the event costs
- Led mental health awareness initiatives that engaged an audience of 1000+ students, increasing access to campus mental health resources
Intern, Department of Tourism, Development & Culture
County Government of Mombasa
04.2017 - 11.2017
- Assisted an annual visitor count exceeding two thousand individuals, reducing wait times and enhancing service efficiency
- Processed administrative paperwork worth tens of millions of Kenyan shillings, ensuring compliance and smooth operations
- Created tourism marketing content that attracted thousands of engagements and hundreds of direct inquiries
- Led a team of ten event staff, supporting vendors and driving a revenue increase close to half a million Kenyan shillings
- Organized a beach clean-up spanning several kilometres, mobilizing hundreds of volunteers and removing more than 2 metric tons of waste
Education
Bachelor of Arts - International Relations
Kenya Methodist University,
Mombasa08-2018
Skills
- Team collaboration
- Customer engagement
- Customer relationship management
- Complaint handling
- Market Research & Consumer Insights
- Campaign Execution & Performance Optimization
- Business Development & Revenue Growth
- Strategic Brand Storytelling & Digital Marketing
- Event Planning & Sponsorship Acquisition
- Community Engagement & Social Impact Initiatives
Certification
Safaricom Limited Company
· Fire safety, first aid and evacuation
· Information, protection and data management
· Cybersecurity awareness-Cybersecurity Governance &Risk Control.
Timeline
Customer Service Executive
Safaricom Limited
03.2021 - Current
Sales Marketer
Safaricom Limited
08.2020 - 02.2021
Office Administrator
Mr. and Miss University
11.2018 - 09.2019
Intern, Department of Tourism, Development & Culture
County Government of Mombasa
04.2017 - 11.2017
Bachelor of Arts - International Relations
Kenya Methodist University,
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