My Journey in Customer Experience, Technology, and Entrepreneurship

In today’s rapidly evolving digital landscape, businesses that thrive are those that prioritize exceptional customer experiences while leveraging the power of technology and innovation. My professional journey has been a unique blend of these two pillars. Over the years, I have transitioned from customer service and loan management to technical leadership and entrepreneurship, building a career rooted in problem-solving, operational efficiency, and value creation for clients and organizations.

Early Career and Foundation in Customer Service

My professional journey began shortly after completing my Bachelor of Commerce (Finance Option) from the University of Nairobi, where I graduated with Second Class Upper Division honors. During my studies, I developed a deep interest in finance, business management, and operational processes, which would later become instrumental in my career.

My first roles were in customer service and account management, which gave me a solid foundation in communication, empathy, and problem-solving. At Tecno Mobile Kenya, I worked as a Beta Tester, evaluating new and existing mobile devices, identifying bugs, and providing feedback to improve the user experience. This was my first encounter with the intersection of technology and customer satisfaction, and it sparked a lifelong interest in delivering solutions that meet user needs.

After that, I joined Blue Ribbons Investments as an Account Manager, where I was tasked with debt recovery, account follow-ups, and customer relationship management. This role honed my negotiation skills, attention to detail, and ability to handle sensitive financial situations. I learned the importance of building trust and clear communication with customers, especially when addressing challenges like loan defaults or account reconciliations.

I then transitioned to BBOXX Capital Kenya, serving as a Customer Service Call Agent in a high-volume call center environment. Here, I managed inbound and outbound calls, assisted customers with product usage, resolved billing issues, and educated clients on energy solutions. I consistently met and exceeded performance targets, from call resolution rates to customer satisfaction scores. More importantly, I learned that customer experience is not just about solving problems, but also about creating positive, lasting impressions.

These early experiences provided me with over four years of hands-on expertise in customer support, debt collection, and account management, building the interpersonal and operational skills that would later define my career.

Transition to Technology and Entrepreneurship

My interest in technology and systems grew alongside my experience in customer-facing roles. I realized that operational efficiency, customer experience, and technology are deeply connected. Businesses that leverage technology effectively can deliver faster, more reliable, and scalable services, ultimately enhancing the customer journey.

In 2021, I took a major step forward in my career by founding Hostnali Webhost Limited, a web hosting and digital solutions company. This venture allowed me to merge my technical interests and customer service expertise into one mission: delivering reliable, secure, and customer-focused hosting solutions to clients in Kenya and beyond.

As the CEO of Hostnali, I am actively involved in both the strategic direction and the technical operations of the company. My role spans across:

• Server Management and Infrastructure: Handling Linux-based servers, ensuring 99.9% uptime, configuring cPanel and WHM, and monitoring performance to deliver seamless hosting experiences.
• Automation and Billing Systems: Implementing and managing WHMCS for automated billing, client onboarding, and service provisioning.
• Cybersecurity and Data Protection: Overseeing firewalls, malware scanning, SSL deployment, and backups, protecting client data and building trust.
• Web Development and Optimization: Designing and managing WordPress websites, performing website migrations, and integrating custom solutions and third-party APIs.
• Customer Experience Management: Leading the customer support team, resolving escalated issues, and using feedback to improve operational processes and client satisfaction.

Managing Hostnali has been a transformative experience. It has not only strengthened my technical skills but also enhanced my leadership, project management, and strategic planning abilities. I have also pursued Practical Web Hosting & Systems Management through self-paced online learning, ensuring I stay up-to-date with the latest hosting, cybersecurity, and integration technologies.

Lessons Learned and Professional Philosophy

Over the years, my career has taught me valuable lessons that guide how I approach business, technology, and customer experience:

1. Customer Experience is Everything – Whether in a call center, a loan management role, or a web hosting business, the customer is at the heart of operations. A satisfied customer not only returns but also becomes an advocate.
2. Technology is the Key to Scale – Efficient use of CRM systems, automation, and hosting tools ensures that businesses can serve more clients without sacrificing quality.
3. Continuous Learning Drives Growth – From finance and loan management to web hosting and cybersecurity, I have always embraced self-learning and skill development to stay ahead in a fast-changing world.
4. Problem-Solving Creates Value – Success in business and customer service often comes down to identifying issues, resolving them quickly, and improving processes to prevent recurrence.

Looking Ahead

My goal is to continue leveraging technology and customer-focused strategies to drive business growth and positive impact. I am particularly passionate about:

• Enhancing customer experiences through technology-driven solutions
• Building reliable and secure digital infrastructures for businesses
• Contributing to operational efficiency and innovation in every organization I engage with

Through my personal website and blog, I aim to share insights, best practices, and lessons learned from my journey in customer service, loan management, technology, and entrepreneurship. I believe that by sharing knowledge and experiences, we can inspire others to embrace digital transformation, improve customer interactions, and achieve sustainable growth.

Thank you for taking the time to learn about my journey. I invite you to explore my blog, connect with me, and join me in a conversation about technology, customer experience, and business transformation.