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I am a results-driven Customer Success & Retention professional with over 2 years' experience in regulated UK telecom environments. I specialise in managing end-to-end customer journeys, broadband technical troubleshooting, and CRM platforms, with hands-on Kraken platform migration experience. I consistently deliver 100% CSAT/NPS, reduce churn by 15-20%, and maintain meticulous documentation. I am passionate about driving customer loyalty, operational efficiency, and seamless onboarding in fast-evolving telecom operations.…I am a results-driven Customer Success & Retention professional with over 2 years' experience in regulated UK telecom environments. I specialise in managing end-to-end customer journeys, broadband technical troubleshooting, and CRM platforms, with hands-on Kraken platform migration experience. I consistently deliver 100% CSAT/NPS, reduce churn by 15-20%, and maintain meticulous documentation. I am passionate about driving customer loyalty, operational efficiency, and seamless onboarding in fast-evolving telecom operations.

Jessline Yaba Buah

Product Designer, Web Designer, UX Designer, +2

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I am a results-driven Customer Success & Retention professional with over 2 years' experience in regulated UK telecom environments. I specialise in managing end-to-end customer journeys, broadband technical troubleshooting, and CRM platforms, with hands-on Kraken platform migration experience. I consistently deliver 100% CSAT/NPS, reduce churn by 15-20%, and maintain meticulous documentation. I am passionate about driving customer loyalty, operational efficiency, and seamless onboarding in fast-evolving telecom operations.…I am a results-driven Customer Success & Retention professional with over 2 years' experience in regulated UK telecom environments. I specialise in managing end-to-end customer journeys, broadband technical troubleshooting, and CRM platforms, with hands-on Kraken platform migration experience. I consistently deliver 100% CSAT/NPS, reduce churn by 15-20%, and maintain meticulous documentation. I am passionate about driving customer loyalty, operational efficiency, and seamless onboarding in fast-evolving telecom operations.

Available to hire

I am a results-driven Customer Success & Retention professional with over 2 years’ experience in regulated UK telecom environments. I specialise in managing end-to-end customer journeys, broadband technical troubleshooting, and CRM platforms, with hands-on Kraken platform migration experience.

I consistently deliver 100% CSAT/NPS, reduce churn by 15-20%, and maintain meticulous documentation. I am passionate about driving customer loyalty, operational efficiency, and seamless onboarding in fast-evolving telecom operations.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

Russian

Intermediate

Work Experience

Customer Success Executive at TalkTalk (Kraken Platform)

September 1, 2025 - Present

Own end-to-end customer journeys for new and existing broadband customers, from order placement through activation and onboarding on the Kraken platform. Diagnose and resolve broadband/connectivity issues, escalate to suppliers and specialist teams with precise handovers, and maintain full customer transparency until resolution. Achieved 100% weekly NPS/CSAT with consistently outstanding feedback.

Customer Retention Specialist at TalkTalk

March 1, 2025 - August 31, 2025

Retained and re-contracted 50+ customers daily through effective objection handling, upselling, and cross-selling, achieving 95%+ retention and reducing monthly churn by 15–20%. Balanced revenue targets with customer incentives while maintaining full contract compliance.

Customer Service & Case Management Roles at Tech Mahindra – TalkTalk

November 1, 2023 - February 28, 2025

Supported customer onboarding, billing queries, and case management, reducing processing times by 15% and invoicing errors by 10%. Managed multi-channel communications, handled escalations, and ensured SLA adherence; coordinated team workloads and cases to improve efficiency by 20%.

Customer Service Associate at Subway

November 1, 2022 - January 31, 2023

Delivered high-volume, fast-paced customer service, maintaining 90%+ satisfaction ratings during peak periods. Upheld accuracy, speed, and quality standards under pressure.