About
Dynamic Customer Experience Specialist with a robust background in operations, communications, and marketing, adept at driving growth and enhancing client satisfaction across diverse industries. Proven ability to expand market presence, optimize productivity, and lead high-performing teams, consistently delivering measurable results and fostering strong stakeholder relationships.
Work
Made Of Founders Ltd
|Operations Manager
Nairobi, Nairobi, Kenya
→
Summary
Led operations and strategic growth for a continental events company, driving market expansion, community engagement, and team performance.
Highlights
Spearheaded market expansion across Africa, increasing company presence from 4 to 12 countries by establishing strategic partnerships and operational frameworks.
Facilitated over 50% growth in the company's community by enhancing the effectiveness of the FOYA Alumni Network, strengthening engagement and retention.
Developed and implemented new operational systems, optimizing productivity and streamlining workflows across the organization.
Oversaw company growth initiatives, ensuring strategic alignment with objectives and regularly reviewing team roles to establish performance targets.
Promoted a culture of accountability and high performance among team members through effective leadership and mentorship.
Studio Retail Limited (UK)
|Customer Service Advisor
Nairobi, Nairobi, Kenya
→
Summary
Provided comprehensive customer support, resolving complex issues and optimizing service delivery for a UK-based retail company.
Highlights
Processed a high volume of customer orders accurately and provided timely, precise information on company products and services, ensuring seamless transactions.
Improved customer satisfaction by delivering best-possible resolutions to complaints, effectively de-escalating issues and rebuilding trust.
Efficiently forwarded complex customer queries to relevant departments, ensuring timely follow-up and comprehensive issue resolution.
Spirit Airlines (US)
|Customer Service Consultant
Nairobi, Nairobi, Kenya
→
Summary
Delivered exceptional customer service and managed complex travel logistics, ensuring data accuracy and client satisfaction for a major US airline.
Highlights
Improved client experience by providing clear, timely information and guidance, enabling customers to make informed decisions regarding travel.
Managed and processed new flight bookings, cancellations, and rescheduling requests efficiently, minimizing customer inconvenience.
Ensured stringent data accuracy and privacy protocols were maintained by following proper verification procedures for all customer information.
Forwarded all filed claims to the appropriate departments for thorough handling and investigation, facilitating resolution for customers.
Made Of Founders Ltd
|Head of communications
Nairobi, Nairobi, Kenya
→
Summary
Directed comprehensive communication strategies, enhancing brand visibility and stakeholder engagement for a leading continental events platform.
Highlights
Developed and executed a comprehensive communications strategy that significantly increased audience engagement across social media channels and email correspondence.
Managed all aspects of website content, including regular blogging and updates, ensuring timely and accurate information dissemination to a broad online audience.
Conducted in-depth audience analysis using social media data and community databases to inform key marketing decisions and optimize content strategy.
Handled administrative duties, including engaging with stakeholders, managing confidential information, and compiling detailed reports on various event activities.
Telescope Services AB
|Social Media Manager
Lund, Skåne County, Sweden
→
Summary
Developed and executed social media marketing campaigns, enhancing brand engagement and visibility for a Swedish-based service provider.
Highlights
Conducted comprehensive audience analysis to inform the planning, recommendation, and implementation of targeted marketing campaigns.
Increased brand engagement and online visibility by creating compelling social media content, scheduling posts, and actively responding to inquiries.
Designed engaging graphics using Canva and managed data, contributing to visually appealing and data-driven campaigns.
Lapaire Glasses Kenya
|Prospects and client relations specialist
Nairobi, Nairobi, Kenya
→
Summary
Drove sales growth and enhanced customer satisfaction through strategic client relations and targeted marketing campaigns for an optical company.
Highlights
Improved customer satisfaction and service quality by conducting comprehensive customer surveys, leading to the implementation of key improvements.
Increased sales by running targeted social media marketing campaigns, generating an average of 12 to 25 leads daily and significantly expanding the client pool for the telesales team.
Prepared and presented monthly reports on marketing performance, providing data-driven insights for strategic decision-making.
Lapaire Glasses Kenya
|Community manager and marketing executive
Nairobi, Nairobi, Kenya
→
Summary
Managed community engagement and executed marketing initiatives, significantly boosting sales and brand visibility for an optical company.
Highlights
Increased sales by leveraging social media to generate an average of 6 to 12 leads daily, contributing directly to revenue growth.
Enhanced brand visibility and online engagement through strategic social media content creation and management.
Improved customer satisfaction by conducting surveys, analyzing feedback, and implementing actionable improvements.
Made Of Founders Ltd
|Social media manager
Nairobi, Nairobi, Kenya
→
Summary
Managed social media presence, driving brand visibility and audience engagement for a continental events company.
Highlights
Managed diverse social media platforms, implementing content strategies to enhance brand visibility and audience engagement.
Analyzed social media performance metrics to identify trends and optimize content for improved reach and interaction.
Collaborated with marketing teams to align social media efforts with broader campaign objectives and brand messaging.
Volunteer
The Duke of Edinburgh's International Award
|Award Leader
→
Summary
Led youth development initiatives, enhancing brand visibility and coordinating program activities for a global award scheme.
Highlights
Improved brand visibility by designing impactful posters, banners, flyers, and managing social media content for promotional activities.
Successfully planned and implemented various award activities, ensuring smooth execution and participant engagement.
Mentored and guided participants through award programs, fostering personal growth and achievement.
Education
Kenyatta University
→
BSc
Records Management and Information Technology
Grade: Second class honors (Upper Division)
Awards
The Duke of Edinburgh International Award
Awarded By
The Duke of Edinburgh's International Award
Gold level recognition for outstanding achievement and commitment through participation in the Duke of Edinburgh's International Award program, demonstrating leadership, service, and skill development.
Skills
Collaboration
Teamwork, Cross-functional Collaboration.
CRM Systems
Freshsales, Salesforce, Customer Relationship Management.
Communication
Stakeholder Engagement, Report Writing, Email Correspondence, Verbal Communication, Written Communication.
Leadership
Team Management, Performance Management, Mentorship, Accountability.
Marketing & Brand Strategy
Brand Strategy, Social Media Advertising, Strategic Thinking, Social Media Management, Marketing Campaigns, Audience Analysis, Content Creation, Brand Visibility, Engagement.
Project Management
Project Planning, Implementation, Workflow Optimization, System Establishment.