Joan Njuguna

Joan Njuguna is an experienced professional in customer experience and contact center management, currently serving as the Head of Customer Experience at Chloride Exide Limited since February 2021. Prior roles include Head of Customer Experience at Sidian Bank and Customer Care Operations Manager at M-KOPA Solar. Joan played a key role in establishing the Quality Assurance unit at Equity Group Holdings, where responsibilities included developing QA processes and managing workforce optimization. With a strong background in training, Joan has provided corporate training on customer service to prestigious organizations such as the Kenya Armed Forces and the Ministry of Health. Educational qualifications include certifications from Direct Channel Academy in Contact Centre Agent Training and Train the Trainer for Business Process Outsourcing.