FELIX MWERI
SOWA
Nairobi, Nairobi, Kenya
Summary
Proven Digital Marketing Manager with a track record of enhancing customer satisfaction and boosting brand awareness at Sahuma. Skilled in customer relationship management and adept at problem-solving, significantly increased conversion rates through strategic A/B testing. Excelled in multitasking across high-volume call environments, achieving exceptional customer service excellence.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Call Center Representative
Sansheng Company
07.2022 - 04.2024
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
Virtual Customer Service Representative
Avechi
02.2019 - 02.2021
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Handled high volume of inbound calls and emails, prioritizing tasks effectively to maintain exceptional customer service standards.
- Streamlined the virtual support process for increased efficiency and improved response times.
- Served as a liaison between customers and internal departments, facilitating communication to resolve issues promptly.
- Navigated multiple systems concurrently during interactions, ensuring efficient handling of inquiries without sacrificing quality or attention to detail.
- Improved customer loyalty with personalized assistance, leading to increased repeat business and positive reviews.
Digital Marketing Manager
Sahuma
03.2018 - 01.2019
- Developed marketing content such as blogs, promotional materials, and advertisements for social media.
- Developed and implemented successful digital marketing campaigns to drive customer engagement and increase brand awareness.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Boosted brand awareness through the creation of engaging social media campaigns.
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals.
- Increased conversion rates through thorough A/B testing of website design elements and callstoaction.
- Increased customer engagement through social media.
Education
Bachelor of Arts - IT
MKU
Nairobi, Nairobi Province, Kenya 04.2001 -
Certificate - Digital Arts
Goodle Africa
Nairobi, Nairobi Province, Kenya 04.2001 -
Skills
Customer Service
Customer Relationship Management
Call Control
Data Entry
Sales closing
Call Center Operations
MS Office
Problem-solving abilities
Customer service excellence
Multitasking
Microsoft Office
E-commerce
music
Music is an expression of sound that can evoke many emotions and reactions. It can be calming, energizing, inspiring, and uplifting. Examples I do use to write music as “melodious”, “harmonious”, “rhythmic”, “energetic”
Timeline
Call Center Representative
Sansheng Company
07.2022 - 04.2024
Virtual Customer Service Representative
Avechi
02.2019 - 02.2021
Digital Marketing Manager
Sahuma
03.2018 - 01.2019
Bachelor of Arts - IT
MKU
04.2001 -
Certificate - Digital Arts
Goodle Africa
04.2001 -