Violet Gathigia Macharia
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Violet Gathigia Macharia

Violet Gathigia Macharia

About

Detail

Customer Support and Success, Remote
Kenya

Contact Violet regarding: 

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Full-time jobs
Starting at USD5/hour
Flexible work
Starting at USD5/hour
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Timeline

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Job
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Education

Résumé

Jobs verified_user 17% verified
  • P
    Customer Support and Success, Remote (SaaS) public Remote experience
    PremPage
    May 2021 - Sep 2023 (2 years 5 months)
    - Orchestrated a Customer Success team of 3 to drive 70% increase in annual renewals and upsells, streamlining the sales process for a client base of 240+. - Reduced cancellations by over 80% in 2 months by analyzing data and conveying recommendations based on the data. - Increased user self-service of their websites by over 60% by presenting simple and accessible instructional videos for basic site updating. - Entrusted primary point of contact for over 240 clients, up from approximately 70 when joining, throughout the customer lifecycle from onboarding hand-off to ongoing success, establishing a trusted relationship. - Standardized, updated and documented a comprehensive Customer Success Guidebook weekly, optimizing the experience for bo
  • P
    Website Executive, Remote (SaaS) public Remote experience
    PremPage
    Jan 2021 - Apr 2021 (4 months)
    - Expedited and on boarded over 12 new clients month on month, outpacing the expected goal of 8 per month. - Advanced expansion opportunities such as adding extra functionality to the sites, increasing service offerings and having an uptake of 40%. - Co-ordinated a collaborative environment, improving team productivity and performance by reducing time taken to onboard clients by 2 days. - Streamlined existing documentation for use by the Website Executive Team, optimizing workflows and improving productivity by over 20%.
  • V
    Customer Service, Support and Success verified_user Verified experience
    Valley Blue Systems
    Jan 2013 - Mar 2020 (7 years 3 months)
    - Fostered an environment in which clients enjoyed high levels of service by reducing response turnaround time by 50%. - Boosted overall company sales by over 35% year on year by attracting and retaining large corporate clients. - Creating over 500 pages of documentation for 3 types of software which were used to derive training materials. - Developing training materials and training over 200 users and moving their organizations from paper-based to digital-based operations.
  • O
    Owner - Handcrafted Kenya
    May 2011 - Nov 2013 (2 years 7 months)
    - Sole proprietor of a jewelry making business. - Handled every aspect of the business from designing to production, procurement, delivery, client acquisition and retention, bookkeeping, marketing through various channels, handling over 120 clients, of whom 60% were repeat clients
  • M
    Sales Executive
    MYJOBSEYE LIMITED
    Oct 2010 - Nov 2011 (1 year 2 months)
    - Sold Human Resource Outsourcing Solutions to companies and businesses within Nairobi with workforce of over 1000+. - Attracted and retained 3 large clients that added around 20% to the total annual revenue for the year, the largest share in a team of 6
  • C
    Sales Account Executive
    COLOR CREATIONS LIMITED
    Oct 2009 - Oct 2010 (1 year 1 month)
    - Attracted and secured over 10 large clients that added around 35% to the total annual revenue for the year.
Education verified_user 0% verified
  • H
    Remote Work Revolution for Everyone
    HarvardX - An Online Learning Initiative by Harvard University through edX
    Feb 2023
  • Atlassian
    Trello Fundamentals Badge
    Atlassian
    Feb 2023
  • Salesforce
    Salesforce Certified Associate
    Salesforce
    Jan 2023 - Current (2 years 6 months)
  • L
    Leading Remote or Virtual Teams - A Quick Course
    Lawrence M. Miller, Institute for Leadership Excellence
    Nov 2022
  • University of Nairobi
    Bachelors (Economics Major)
    University of Nairobi
    Nov 2004 - Dec 2010 (6 years 2 months)