Jacinta N. Email & Phone Number

Nairobi, Kenya

•Managed social media platforms to ensure online business continuity and provide exceptional user support.•Grew the community by 50% within a specific timeframe through targeted engagement strategies.•Implemented a feedback system that improved communication between the brand and the community, resulting in enhanced loyalty and trust.• Implemented innovative community management strategies that positively impacted business growth and engagement.• Successfully managed and resolved customer inquiries, issues, and complaints, achieving a 40% reduction in response times and a 25% increase in customer satisfaction. • Increased online community membership by 59% through strategic content creation and community engagement initiatives. • Successfully managed complex calendars, scheduling, and appointments, reducing scheduling • conflicts by 20%. • Demonstrated strong research and problem-solving skills, consistently delivering accurate and timely information to support strategic decision-making. • Provided efficient email management, responding to and organizing emails, resulting in a 70% increase in email response rates. • Maintained confidentiality and professionalism in handling sensitive client information and correspondence.

Nairobi

-Utilized expertise gained in Customer excellence over 10+ years to deliver exceptional customer service, addressing and resolving customer account inquiries effectively.• Led the implementation and analysis of Net Promoter Score (NPS) Satisfaction surveys to gauge customer feedback and improve service quality.• Proficiently handled various Customer Relationship Management (CRM) platforms, AMEYO, CISCO, and MGATE, ensuring seamless interactions and streamlined customer support processes.Actively participated in an innovation project, playing a key role in spearheading the successful implementation of “I-Care On,” a customer-centric initiative. Additionally, served as a valuable team member contributing to the success of “Digitrust 2.0," atransformative project.

Nairobi, Kenya

-Coached and mentored 10 junior team members effectively, regularly assessing knowledge and skills gaps and implementing corrective action.-Worked closely with the board of directors and managers in business strategy, budget preparation and allocation. Developed marketing strategies to retain existing business and increase new customers.-Created reports on sales, inventory, market research, and business capital and conducted operations, purchase and control of stock.-Sales and Marketing. Achieved flower sale increase within East Africa by 10% annual increase and 75% in the month of February and special Seasons.Enhanced the open rate for customer online campaigns by 30% and increased social media marketing and Sales .

Nairobi

2013 FEBRUARY-SEPTEMBERSTARTIMES MEDIACUSTOMER SERVICE (CALL CENTRE AGENT) DUTIESØ Receiving calls.Ø Trouble shooting customers problem.Ø Escalating customers' queries and suggestions.Ø Advising clients on a new product in the market.Ø Educating a client on different bouquets and their advantages.