KESHIA AWUA-KYEREMATEN
Summary
Results-driven Customer Success professional with over 3 years of experience in SaaS and managed services, enhancing client satisfaction and retention. Demonstrates problem-solving expertise, project coordination, and stakeholder engagement, leveraging data analysis to drive results. Experienced in supporting client onboarding, service reviews, and lifecycle management. Dynamic and passionate about delivering scalable solutions and implementing innovative processes that improve client retention, SLA adherence and operational efficiency.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Prompt Engineer
Outlier
01.2025 - 07.2025
- Reviewed and annotated data for training AI models, ensuring quality and accuracy in natural language responses.
- Collaborated remotely, meeting tight deadlines and adapting to evolving project requirements
- Utilised AI tools and structured datasets to improve data accuracy, increasing overall project success
- Contributed to process improvement initiatives within the team
Customer service Associate
1st Central
11.2024 - 01.2025
- Delivered customer support in a fast-paced insurance environment, managing high-volume inbound queries, and enhancing customer satisfaction scores by 80%.
- Resolved claims and policy issues promptly, directly contributing to higher customer retention rates.
- Collaborated with team members and used CRM tools to document interactions and escalate issues appropriately.
- Tracked service issues against internal SLAs, flagging deviations for prompt resolution
Client Experience Executive
Sourceful
05.2024 - 07.2024
- Enhanced customer onboarding and journey from order to delivery, achieving a 95% satisfaction rate by refining processes and elevating customer experience
- Coordinated with internal stakeholders to streamline workflows, improving operational efficiency and internal processes
- Processed and resolved client enquiries and support tickets promptly, significantly improving service quality and customer satisfaction
- Created and prepared monthly client status reports to track service progress and enhance customer transparency
Customer Success Manager
Ohme
10.2022 - 05.2024
- Managed the customer journey from purchase to full installation of the EV charger, onboarding over 100 customers daily, achieving an 80% satisfaction rate by refining processes and elevating customer experience.
- Provided leadership in the absence of the manager, driving the team to consistently meet KPIs, resulting in a 20% increase in retention.
- Managed relationships with key accounts, including VW, Audi, and Motability, ensuring strong client rapport and providing tailored product training sessions for customers and stakeholders.
- Managed escalated tickets related to EV charger installations, troubleshooting and resolving issues to maintain service quality and customer satisfaction.
Global Operations Coordinator
Beacon
01.2021 - 08.2022
- Orchestrated B2B SaaS supply chain operations, achieving an 80% increase in operational efficiency by designing and implementing an automated shipment tracking solution.
- Served as primary liaison during operational issues, ensuring prompt resolution and maintaining seamless deliveries.
- Pioneered daily check-in procedures, boosting team efficiency and streamlining manual tasks.
- Worked cross-functionally to document operational incidents and support escalation processes
Education
BACHELOR'S DEGREE - INTERNATIONAL BUSINESS
The Nottingham Trent University
09.2015 - 06.2019
Skills
- Risk Management
- Customer Success & Service Delivery
- SaaS Expertise
- Project Coordination
- Client Onboarding & Lifecycle Management
- Data Analysis
- Problem Solving
- JIRA
- Salesforce
- Confluence
- HubSpot
- Microsoft 365
Certification
Level 3 Cybersecurity Bootcamp, Pathway Group
Timeline
Prompt Engineer
Outlier
01.2025 - 07.2025
Customer service Associate
1st Central
11.2024 - 01.2025
Client Experience Executive
Sourceful
05.2024 - 07.2024
Customer Success Manager
Ohme
10.2022 - 05.2024
Global Operations Coordinator
Beacon
01.2021 - 08.2022
BACHELOR'S DEGREE - INTERNATIONAL BUSINESS
The Nottingham Trent University
09.2015 - 06.2019
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