Joanne Kemunto
Customer Experience Leader | Team Management
Salary / Daily rate
Nairobi, Kenya
Freelance
Skills
Languages
About me
Intro
Customer Experience Leader with 10+ years managing teams of 25+ and delivering exceptional service. Achieved 20% improvement in satisfaction scores through strategic team leadership and process optimization. Ready to enhance your customer operations with proven remote management expertise and data-driven results.
Work experience
Sama
Nov 2017 - Mar 2025
7 years 5 months
Remote, OR 97458, USA
Data Acquisition Team Lead
Jul 2021 - Mar 2025
3 years 9 months
Remote, OR 97458, USA
Supervised and coached a team of 25+ content moderators and AI data specialists to maintain high-quality performance standards. Monitored daily productivity, led performance reviews, and provided one-on-one feedback to support continuous improvement. Collaborated cross-functionally with operations and quality assurance teams to meet project KPIs and client expectations. Handled conflict resolution and escalations while ensuring adherence to Sama’s core values and ethical guidelines. Tracked project milestones and created reports using internal dashboards to assess performance and training needs.
Content moderator
Nov 2017 - Aug 2021
3 years 10 months
Remote, OR 97458, USA
Reviewed and tagged large volumes of user-generated content for quality and safety in alignment with community standards. Trained AI systems using accurate data labeling to improve machine learning models and content recommendations. Identified trends and flagged anomalies, contributing to better decision-making for platform improvements. Handled sensitive material with confidentiality and care, maintaining a high level of emotional resilience and accuracy. Consistently met productivity targets in a fast-paced, deadline-driven environment.
Customer Service Representative
Sanlam
Jul 2015 - Jul 2017
2 years 1 month
Westlands-Nairobi · On-site
Managed high-volume inbound calls from policyholders, resolving insurance queries and processing service requests. Maintained up-to-date knowledge of insurance products to deliver accurate and relevant support. Resolved customer complaints with empathy and professionalism, resulting in a 20% improvement in satisfaction scores. Logged customer interactions and follow-ups using CRM tools to ensure accurate records and case resolution. Supported the telesales team with qualified lead generation through upselling and needs analysis.
Customer Relations / Receptionist / Housekeeping Support
Naivasha Peppercorn Holiday Resort
Aug 2013 - May 2014
10 months
Naivasha, Kenya
Welcomed guests, managed check-ins/check-outs, and handled reservations with a focus on personalized service. Supported the housekeeping team in cleaning, restocking, and preparing rooms to meet hospitality standards. Managed guest complaints and special requests, ensuring guest satisfaction throughout their stay. Processed payments, recorded guest data, and coordinated with kitchen and maintenance teams for smooth service delivery. Maintained cleanliness in public areas and monitored supply inventory to support operational efficiency