Jackline Wanjiru Njanja
Nairobi
Summary
Hardworking and passionate Customer Support and market specialist with strong organizational skills eager to secure A Customer Service and Also Customer Support Team-lead position. Ready to help the team achieve company goals. Skilled at conducting all things customer support, administration and BPO management.
Proficient in optimizing customer interaction through CRM platforms such as Zendesk, intercom,beehive and Emplify.
Skilled in leveraging analytical expertise to identify trends in customer behavior and utilizing metrics such as (FTR,TRT,MRT) to proactively ensure a seamless customer experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Market Specialist
Bolt Support Ke Limited
12.2023 - 05.2024
- Improved customer satisfaction rates by implementing data-driven improvements to the company''s products and services.
- Conducting trainings and consultation spaces to the outsourcing teams on the product and how to handle different safety and non safety issue type
- Conducting analysis of top issue types as received from the customers and communicating to the product team for app changes and improvements.
- Writing reports and findings of different issues and suggesting changes in response to evolving market trends which improved overall competitiveness.
International Safety Specialist
Bolt Support KE Limited
04.2023 - 11.2023
- Provided timely guidance and support for users involved in accidents, robbery's,hijackings etc or near misses and many other sensitive unique safety events.
- Collaborated with product team through special projects to develop and enforce safety policies and procedures, resulting in a safer work environment for drivers and also safety for the riders as well.
- Addressing all safety casses by being empathetic to affected users and also ensuring to collaborate with local authorities to assist in effective investigation of events.
- Making calls and handling customer complaints using software's such as Beehive,Zendesk and intercom.
- Conducted audits of internal processes to identify areas for improvement in overall safety performance.
- Ensuring a healthy and effective FRT(Fast Response Time and TRT(Total Resolution Time) while handling safety cases.
Social Media Supervisor
Bolt Support Limited KE
03.2022 - 03.2022
- Maintained brand consistency across multiple channels by adhering to established guidelines and tone of voice standards.
- Addressing user complains and solving issues posted on social media ensuring to protect brand image.
- Championed innovative strategies such as influencer takeovers on specific platforms, resulting in increased visibility for the brand online community interactions.
- Analyzed social media performance data to identify trends, making informed decisions on campaign strategies.
- Established a robust reporting system that allowed stakeholders to track key metrics effectively, ensuring alignment with business objectives.
- Using software's such as Emplify to assist customers with complaints and keeping the social space interactive with our users.
Customer Support Specialist
Bolt Support KE Limited
06.2018 - 02.2022
- Manage over 150 daily chats via CRM tools ensuring productivity and maintaining high quality
- Analyze customer complaints and providing appropriate corrective solutions.
- Utilizing customer service software's such intercom,zendesk and beehive.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within the team.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Resolved concerns with products or services to help with retention and drive sales.
- Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Provided primary customer support to internal and external customers.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress towards resolution and minimizing negative impact on customer relations.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Assisted in the development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
Conference Coordinator
International Data Group
11.2016 - 04.2018
- Created comprehensive post-event reports analyzing performance metrics leading towards continuous improvement strategies.
- Managed budgets effectively to optimize resource allocation without compromising event standards.
- Developed strong relationships with key stakeholders, facilitating successful partnerships for future events.
- Liaised with catering services providing diverse menu options that catered to various dietary restrictions of attendees.
- Sending invites and communicating with vendor partners and attendees to ensure successful events and customer satisfaction
Field Operations Supervisor
Ipsos Understanding Unlimited
01.2014 - 05.2016
- Conducted regular site inspections to ensure adherence to quality standards and identify areas for improvement.
- Managed field operations for successful project completion, ensuring timely delivery and client satisfaction.
- Established a system for tracking inventory levels in real-time, minimizing supply shortages while reducing excess stock costs.
- Enforced environmental policies aligned with regulatory requirements as well as internal initiatives aimed at sustainable business practices.
- Managing the data collection process.
- Handling the budget and costing and report writing for field work activities.
Education
Bachelor of Science - Business Economics
Muranga University
Murang'a, Murang'a District, Kenya05.2019
Skills
- Relationship Management
- Team Collaboration
- Analytical Thinking
- Customer Complaint Resolution
- Analytics and SEO
- CRM Software
- Data Interpretation
- Competitor Analysis
- Data Analysis
Certification
Customer success management fundamentals udemy
Better business writing skills udemy
Timeline
Senior Market Specialist
Bolt Support Ke Limited
12.2023 - 05.2024
International Safety Specialist
Bolt Support KE Limited
04.2023 - 11.2023
Social Media Supervisor
Bolt Support Limited KE
03.2022 - 03.2022
Customer Support Specialist
Bolt Support KE Limited
06.2018 - 02.2022
Conference Coordinator
International Data Group
11.2016 - 04.2018
Field Operations Supervisor
Ipsos Understanding Unlimited
01.2014 - 05.2016
Bachelor of Science - Business Economics
Muranga University
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