Ruth Njoroge

Ruth Njoroge Email and Phone Number

Head of Customer Experience at PowWater @ PowWater
jackson, wyoming, united states
Ruth Njoroge's Location
Kenya, Kenya
About Ruth Njoroge

I like to solve problems. Throughout my 10 year career, I have been driven by my intellectual curiosity to find answers to the most pressing questions. Whether it’s finding a perfect gift or dream destination for a newly-wed couple, I’ve been able to quickly uncover a customer’s pain point and identify a strategic solution.With my refined skill set, I bring customer-centric mindfulness that enables firms to innovate and thrive. This is what I’ve done for my clients currently at Jumia Travel and Jumia Group as a whole not to mention other roles at Multichoice Kenya as well. My intellectual curiosity also drives me to be a lifelong learner as I continuously strive to grow my skill while positively impacting and mentoring teams in positions I have held before. With me, companies can rest assured that customer-centricity will be at the core of their business.My specialties:+ Customer, Partner, and Client Relations+ Sales Management+ Organizational Design+ Process Improvements+ Statistical Analysis and Data Mining+ Leading Acquisitions and NurturingI have since taken everything I’ve learned and actively shared this knowledge with small companies around my neighborhood and networks where I continue to solving problems - whether it's operational, strategic, or growth issues - and wholeheartedly enjoy every moment of it.

Ruth Njoroge's Current Company Details
PowWater

Powwater

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Head of Customer Experience at PowWater
jackson, wyoming, united states
Website:
powwater.com
Employees:
5
Ruth Njoroge Work Experience Details
  • Powwater
    Head Of Customer Experience
    Powwater Apr 2023 - Present
    Kenya
  • Powwater
    Customer Experience Lead
    Powwater May 2022 - Apr 2023
  • Powwater
    Customer Experience Assosiate
    Powwater Aug 2021 - Jun 2022
    Nairobi, Kenya
  • Jumia Travel
    Jforce And Acquisition Manager
    Jumia Travel Apr 2018 - Dec 2019
    Nairobi, Kenya
    Key responsibilities: Designed and developed process for all offline sales agents (JFORCE). Managed and monitored data of the sales agents on a daily basis. Planned & Acquired new hotels to the Jumia Travel Website.Maintained customer service levels within the stipulated standards. Achievements: Trained upto 5000, offline agents, converting 2000, who were actively making bookings. Sales growth of 20%MoM both on flights and hotels. Grew the hotel database with over 30 new hotels MoM. Attained 80% of my sales target MoM 100% social media influence, through facebook live and Content Marketing
  • Jumia Travel
    Head Quality Analyst Ea- Jumia Travel
    Jumia Travel Jun 2015 - Mar 2018
    Nairobi- Kenya
    Key Responsibilities: Determined, negotiated and agree on in house quality procedure, standards and specifications. Managed and monitored all incoming and outgoing calls.Did Weekly training and coaching of all customer service agents.Developed a feedback tool for all agents. Achievements: Successful customer reactivation project, 10% growth MoM. Improvement of the NPS score, to a high of 80 on average. 98% of call answer rate MoM. Got promotions on Multiple occasions.
  • Jumia Group
    Senior Customer Service Representative
    Jumia Group Aug 2014 - Aug 2016
    Nairobi, Kenya
    Key ResponsibilitiesChampion Opportunities to consistently improve the Jumia Travel Experience.Drive Customer Retention, reduce churn and increase customer satisfaction.Map the customer journey and identify opportunities to proactively intervene on the client's behalf.Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.Test new strategies for driving customer value.Continually review and evolve the collection processes Jumia travel use to track, oversee and organize every interaction between the customer and vivacity throughout the lifecycle.
  • Multichoice Kenya
    Customer Service Representative
    Multichoice Kenya Feb 2010 - Jul 2014
    Nairobi, Kenya
    Key Responsibilities: Handled customer requests via phone, email and chatbox. Adhered to data protection policy for all clients. Understand and adhere to escalation processes. Achievements: Recognized as Employee of the month. Promoted to Cashier at the counters.

Ruth Njoroge Education Details

Frequently Asked Questions about Ruth Njoroge

What company does Ruth Njoroge work for?

Ruth Njoroge works for Powwater

What is Ruth Njoroge's role at the current company?

Ruth Njoroge's current role is Head of Customer Experience at PowWater.

What schools did Ruth Njoroge attend?

Ruth Njoroge attended Gnosis Learning, Hp Expert One, Strathmore University.

Who are Ruth Njoroge's colleagues?

Ruth Njoroge's colleagues are Alex Opicho, Kelvin Murumba, Martin Mwiti, Jackin Gitata, Wambui Njage, Mucheru Kennedy, Yvonne Wambui.

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