Hello, I'm
Customer success and operations, with a hospitality heart
I make sure guests and customers get a clear answer, a smooth experience and a problem that's followed through until it's solved.
I'm a customer success and operations professional based in Nairobi. My background spans hospitality, customer service, administration and business operations, and I enjoy being the person who makes things work well behind the scenes.
I started in insurance sales and hotel front desks, spent two years welcoming guests at luxury safari camps in the Mara and Amboseli, and now oversee customer experience across three Handas Juice branches. Alongside that, I've spent a year supporting 22 apartments remotely at Deja Vu Homes, running the guest journey from booking to checkout.
People remember how you made them feel, especially when something goes wrong.
What I bring to a team, and the tools I use to do it.
From front desks at safari camps to multi-branch customer success.
Results I'm proud of, in numbers.
Built tracking procedures for 50+ daily multi-channel orders, lifting accuracy to 95% and cutting handling time by 30%.
Handas JuiceCoordinated dispatch and live customer updates, reaching 98% on-time delivery while cutting delivery costs by 20%.
Handas JuiceProcessed 100+ invoices, refunds and credit notes monthly and supported expense and purchase order reconciliation.
Handas JuiceGuest journeys, turnovers, pricing and owner-ready records for 22 apartments over a year, plus a guest message system and turnover SOP.
Deja Vu HomesStandardized customer service practices across three branches so every customer gets the same experience.
Handas JuiceUsed guest feedback and personal service to raise retention by 25% at a high-end safari lodge.
Mara Bookshop Luxury CampOpen to customer success, operations and remote short-term rental roles. I reply quickly.