Customer Success & Client Support Professional | Onboarding, Account Coordination & Operations

💼 About Me

👋 Hi, I’m Kanana Linda, a results-driven professional with over 7 years of experience across international markets, including the UK, Japan, and over 10+ African regions. I’ve supported both B2B and B2C clients across industries by helping businesses build trust, manage projects, improve client retention, and deliver long-term value to clients through proactive account support, clear communication and long-term relationship management.

I have worked previously in tech, manufacturing, chemical, retail and automotive industries. In roles such as account management, customer success, Client support, project management and business development. One of my greatest strengths is adaptability. Despite any industry or environment, I adapt quickly, learn about the services and products being offered, as well as the nature of business and fit well into the system while delivering exceptionally.

I lived and worked in Kenya before relocating to the UK, where I was based in Birmingham for three years. I've since relocated back to Kenya to be closer to family, and now bring that international experience to remote client support and success roles.

📈 Results & Wins

• Managed over 400 B2B clients across two regions (London Area and North England) at Orapi Applied Ltd in the UK, delivering exceptional service.
• Managed 60+ client projects at a time from inception to completion at Wren Kitchens, coordinating design, installation, and post-sale support.
• Increased reactivation of lapsed accounts and grew new account retention at Orapi leading to being recognized as a team leader in customer growth and retention.
• Streamlined onboarding, order-to-delivery, and post-care processes at Be Forward, improving efficiency and customer satisfaction.
• Led the imports department's expansion at Urban Drive Ltd, growing the team to 5 and managing a customer portfolio generating KES 50M+ in its first year, despite COVID-19 disruptions.

📌 Key Skills

Tools:

• ✅ Zoho CRM
• ✅ HubSpot (certified)
• ✅ Microsoft Office Suite(Excel, Outlook)
• ✅Slack
• ✅Zendesk
• ✅Trello
• ✅Salesforce

Core Skills:

• Customer Success & Onboarding
• Customer Retention
• Account Management
• B2B and B2C Relationship Building
• Project Tracking and Follow-Up
• CRM Proficiency
• Detail Oriented
• Strong Written & Verbal Communication
• Cross-functional team Collaboration
• Conflict Resolution & Customer Escalations
• Time zone adaptability

📚 Courses & Certifications

• 🎓 Bachelor of Business Administration and Management (Marketing)- 2015-2018
• 🎓 HubSpot Sales Hub Software Certification – July 2025
• 📘 Certified Customer Success Specialist – August 2025
• 📊 Data Analysis and Business Intelligence with Excel – Ongoing (Udemy)