With certifications in customer service and a deep passion for enhancing client relationships, I bring a strategic and proactive approach to customer success. My expertise lies in leveraging CRM systems and advanced customer relationship management techniques to strengthen client bonds, drive brand growth, and elevate customer satisfaction.My core strength? Customer Retention & Engagement. I thrive on developing strategic initiatives that not only retain customers but also foster loyalty and long-term satisfaction. I prioritize cross-functional collaboration, working seamlessly with teams to align with corporate culture while consistently enhancing the customer experience.With a focus on innovation, diverse perspectives, and adaptability, I aim to make a meaningful impact within client-focused teams. I'm here to contribute to a culture of excellence, consistently driving value for both customers and the company.
Queen Latifa Park
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Customer Success And Social Media ManagerQueen Latifa ParkKenya
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FreelanceFreelance Sep 2022 - PresentNairobi County, Kenya1. Managed and organized complex schedules and calendars for multiple clients to maximize efficiency.2. Streamlined administrative tasks by implementing efficient filing systems and digital tools, reducing administrative work time by 25%.3. Conducted extensive research and compiled comprehensive reports for informed decision-making.4. Assisted with the coordination and execution of virtual meetings and webinars, ensuring seamless communication and collaboration among team members, resulting in a 15% increase in productivity.
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Customer Success And Social Media ManagerQueen Latifa Park Jul 2024 - Oct 2024Customer Success Management:1. Directed successful client relationship initiatives, resulting in a 20% increase in customer retention rates.2. Implemented feedback-driven changes that led to a 15% improvement in overall customer satisfaction levels.3. Headed cross-functional collaboration efforts, ensuring the seamless execution of events and enhancing client fulfillment processes.4. Develop and implement strategies to increase customer loyalty and advocacy.Social Media Management:1. Created and curated engaging content for various platforms, boosting brand engagement by 25%.2. Executed data-driven social media campaigns, increasing conversions by 30% and brand awareness by 40%.3. Analyzed metrics to refine strategies, resulting in a 20% growth in online community engagement and positive brand image reinforcement.
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Customer Experience OfficerProto Energy Nov 2023 - Jun 2024Nairobi County, Kenya1. Directed a team of 5 customer experience professionals to provide top-notch service for Proto Energy customers.2. Headed the implementation of strategies that resulted in a notable 25% decrease in response times and a 15% increase in customer satisfaction.3. Led cross-functional collaboration with product development, marketing, and sales teams to align on customer support initiatives.4. Developed and implemented comprehensive training programs to enhance team members' technical and communication skills, resulting in a 20% increase in first-call resolution and a 30% improvement in customer interaction quality. -
Customer Care RepresentativeOld Mutual Limited Nov 2017 - Jun 2022Nairobi, Kenya1. Led upselling efforts via phone & email to elevate customer purchases.2. Developed comprehensive phone scripts to enhance customer service interactions.3. Oversaw customer service processes & proposed enhancements for improved satisfaction.4. Ensured adherence to company regulations to minimize risks.5. Trained and coached 10 staff members to deliver exceptional service standards.6. Enabled customers to find answers by providing extensive details on system navigation and self-service portal, which reduced incoming calls by 30%.7. Maintained 100% complaint documentation accuracy on CRM systems. Through Managing all complex complaints, issues, and problems to maintain customer satisfaction and documentation on CRM.8. Processed claims, negotiated settlements, verified insurance coverage, and reviewed insurance cases. -
Quality Assurance ManagerOld Mutual Kenya Mar 2017 - Oct 2017Nakuru, Kenya1. Directed the management and audit of provider panels for capitation partners and administrators.2. Resolved 100% of service-related complaints, improving satisfaction rates within the National Police Service scheme.3. Oversaw comprehensive training programs for healthcare providers in the Rift Valley region. This Increased provider efficiency by 20%.4. Monitored implementation of Service Level Agreements (SLAs) to ensure compliance and quality standards were met. Implemented SLAs resulted in a 15% increase in service quality within the network.
Lilian Muthoni Education Details
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Mckinsey AcademyForward Leadership Program -
African Leadership UniversityVirtual Assistant
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Bachelor Of Business Management - Bbm
Frequently Asked Questions about Lilian Muthoni
What company does Lilian Muthoni work for?
Lilian Muthoni works for Queen Latifa Park
What is Lilian Muthoni's role at the current company?
Lilian Muthoni's current role is Customer Success and Social Media Manager.
What schools did Lilian Muthoni attend?
Lilian Muthoni attended Mckinsey Academy, African Leadership University, Moi University.
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Lilian Muthoni
Results-Driven Data Analyst ☆ Advanced Predictive Models | Data Processing Workflow| Data Quality Initiatives | Actionable InsightsNairobi County, Kenya
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