Ann Njuguna

• Prepared reports by collecting and analyzing customer information.
• Handled day-to-day customer contact via phones, faxes, and emails.
• Conducted regular staff meetings to discuss customer service issues and potential solutions.
• Evaluated customer service staff performance and provided constructive feedback.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
• Trained staff on operating procedures and company services.
• Cross-trained and provided backup support for organizational leadership.
• Investigated and resolved customer inquiries and complaints quickly.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Responsible for Team management, handling all administrative issues in liaison with the Supervisor – Agent Requests – leaves, shifts escalations, etc.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Provided primary customer support to internal and external customers.
• Promoted company brand and unique offerings through personalized customer service.
• Assisted call-in customers with questions and orders.
• Responded to customer calls and emails to answer questions about products and services.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Monitored SEO and user engagement and suggest content optimization.
• Generated weekly reports on social media presence, engagement, and effectiveness across all platforms to evaluate and boost overall impact and performance.
• Developed, implemented, and managed the Company’s Social Media strategy.

I was tasked with content generation and management, editing promotional materials, doing Voiceover and recording promos, and composing and editing scripts among other tasks while ensuring adherence to Media Law, Ethics, and Industry regulations editorial and journalistic standards). January - April 2017.