BRIAN KIPCHIRCHIR
Customer Experience & Digital Marketing
Summary
Dynamic and results-driven Digital Marketer and Customer Experience Executive with over 5 of experience in enhancing online customer engagement and driving digital marketing strategies. Proven track record in utilizing data analytics to improve customer satisfaction and loyalty. Adept at leveraging digital tools and platforms to optimize the customer journey and deliver exceptional service.
Overview
1
1
year of professional experience
7
7
Certifications
Work History
Customer Experience Executive- Digital Experience
Safaricom PLC
11.2016
- Handling customer-related issues via social channels such as Twitter(X), Facebook, and Chat through problem identification, troubleshooting, education, and resolution
- Conduct market research to identify trends and inform marketing strategies
- Manage social media accounts, including content creation and community engagement
- Managing and resolving customer complaints
- Providing customers with product and service information by clearly explaining procedures, answering questions, providing information
- Identifying and escalating priority issues and where necessary, follow up customer concerns
- Deliver quality customer experience in all interactions with customers that meets and surpasses set individual & team NPS target
- Contribute to the demand reduction agenda through advocating for alternative channels
- Deliver quality customer experience in all interactions with customers that meets and surpasses set individual & team NPS target.
Documentation Clerk
Airflo Kenya
- 08.2014
- Responsible for carrying out all Airflo Documentation tasks accurately
- Registration of export documents in Cargowise
- Ensuring that the invoice quantities tally with the actual delivery and weight docket and immediately follow up on any discrepancies
- Generation of custom entries.
Sales and Customer Care Executive
Mobile World (K)Limited
09.2012 - 03.2014
- Placing special corporate orders and delivering the products to clients
- Selling Products in the shop and on social media through orders
- Marketing and promotion of new products in the market at the branch level and on social media platforms
- Offering customer care service.
Education
Diploma in Business Management -
Kenya Institute of Development Studies(KIDS)
Kenya Certificate of Secondary Education (KCSE) - undefined
Kurgung Boys High School
Skills
Digital Marketing Strategy
Customer Experience Management
Social Media Marketing
Content Creation & Management
SEO & SEM
Campaign Management
Customer Journey
Public Relations 101
Certification
Scrum Fundamentals Certified -Trained online by SCRUM Study
Accomplishments
- Spearheaded online customer engagement initiatives within Safaricom PLC, improving response times through effective use of digital communication channels (social media, chatbots, email).
- Improved customer satisfaction scores through effective feedback mechanisms and enhancements to the online experience.
- Volunteered as a Peer Educator at Oserian Development Company, educating diverse groups, including students and professionals, on HIV/AIDS, stress management, substance abuse, family spirituality, and social relationships.
- Managed Facebook and Twitter(X) accounts, growing followers from 1,000 to 400,000 through social media marketing skills, while also overseeing a company page with over 1 million followers on both platforms.
Personal Information
Nationality: Kenyan
References
- Felix Gitonga, Team Leader, Safaricom PLC, Fgakuru@safaricom.co.ke, +254722713908
- Lawrence Tororey, HR Manager, Evergreen Herbs, lktororey@gmail.com, +254722802094
- Kennedy Kipyakwai Kiptoo, Branch Manager, Mobile World (K)Ltd Nakuru, P.o Box 100917-00101, Nairobi, +254725080134, kennedykipyakwai@gmail.com
Languages
English
Proficient
C2
Swahili
Proficient
C2
Timeline
Customer Experience Executive- Digital Experience
Safaricom PLC
11.2016
Sales and Customer Care Executive
Mobile World (K)Limited
09.2012 - 03.2014
Documentation Clerk
Airflo Kenya
- 08.2014
Diploma in Business Management -
Kenya Institute of Development Studies(KIDS)
Kenya Certificate of Secondary Education (KCSE) - undefined
Kurgung Boys High School
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