Summary
Skills
Work History
Education
Accomplishments
Overview
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Jane muriuki

Jane muriuki

Nairobi,Kerugoya

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Skills

Analytical problem solver

Work History

Customer Experience Executive

Prudential Life Assurance Kenya
03.2023 - Current
  • Built customer confidence by actively listening to concerns and giving resolutions.
  • Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
  • Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
  • Established a customer feedback system, allowing for continuous improvement in service delivery.
  • Managed high-profile client accounts, ensuring consistent delivery of exceptional service levels.
  • Kept current on market and product trends to appropriately answer customer questions.
  • Coordinated cross-functional teams to address complex issues impacting the overall customer journey holistically.
  • Spearheaded the creation of a company-wide customer experience manifesto that guided all employees in their interactions with customers.
  • Championed the adoption of a customer-centric mindset across all departments, resulting in improved business outcomes and consistent alignment with company values.
  • Oversaw the implementation of an optimized call center infrastructure to handle growing volumes while maintaining high-quality support standards effectively.
  • Designed targeted marketing campaigns that resonated with specific consumer segments, driving higher engagement rates from prospective clients.
  • Conducted regular performance reviews with team members, fostering professional development and improved service quality.
  • Redesigned customer loyalty program to create more profitable traffic.
  • Streamlined communication between departments to ensure timely resolution of customer inquiries and concerns.
  • Collaborated with product development teams to ensure customer feedback was incorporated into future enhancements and new offerings.
  • Offered direction and gave constructive feedback to motivate team members.
  • Developed comprehensive training materials for new hires, resulting in a more effective onboarding process.
  • Collaborated with team members to develop and execute initiatives aimed at improving overall customer experience.
  • Championed the use of technology tools designed to enhance the efficiency of managing various aspects of the customer experience lifecycle.
  • Analyzed trends and provided recommendations to management regarding quality of service such as speed of resolution.
  • Maximized employee engagement by creating multiple contests to inspire associates to perform to measurable goals.
  • Analyzed data on customer interactions to identify trends and areas for improvement, leading to increased customer loyalty.
  • Evaluated business reports to build action plans to offset negative trends.
  • Trained and motivated new associates on daily routines to sustain business productivity.
  • Launched a successful retention program focused on maintaining strong relationships with existing clients through proactive outreach efforts.
  • Implemented new strategies for handling escalated customer situations, resulting in faster resolution times and improved satisfaction ratings.
  • Collaborated with internal stakeholders to close gaps and improve customer experience.
  • Cultivated a culture of empathy within the organization by emphasizing active listening skills among all staff interacting with customers.

Sales Consultant and Production Manager

Uboro Television
07.2018 - 08.2022
  • Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Responded to telephone and in-person requests for information.
  • Provided sales and customer service assistance to walk-in traffic
  • Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
  • Boosted customer satisfaction by providing personalized consultations and tailored product recommendations.
  • Followed up with existing customers to provide additional support and address concerns.
  • Streamlined sales processes to improve efficiency, leading to quicker deal closings and increased productivity.
  • Enhanced team performance by sharing successful sales strategies and best practices in regular team meetings.
  • Contributed to a positive work environment by supporting fellow Sales Consultants in achieving their individual goals and targets.

Video Production Manager

Ace Television
10.2015 - 10.2017
  • Established strong relationships with key stakeholders such as clients, talent agencies, location managers, and equipment rental companies that facilitated successful project outcomes.
  • Optimized scheduling processes to maximize team productivity during pre-production, shooting, and post-production stages.
  • Time managed multiple simultaneous projects by setting priorities based on deadline requirements and available resources.
  • Evaluated emerging technologies for potential adoption as part of an ongoing commitment to continuous improvement in the field of video production management.
  • Supervised all aspects of casting calls from initial advertisement creation through auditions up until final talent selection for various projects.
  • Collaborated with scriptwriters, cinematographers, and audio engineers to create cohesive multimedia experiences for viewers.
  • Streamlined project workflows for increased efficiency and timely delivery of final products.
  • Conducted post-project evaluations in order to identify areas of improvement that could be applied to subsequent productions, ultimately leading to a more effective video production management process.

Production Assistant Intern

One Fine Day Films
02.2013 - 08.2015
  • Maintained an updated contact list of key personnel involved in each project to facilitate streamlined communication channels.
  • Contributed to production meetings by issuing schedules, shot lists and other important documents.
  • Facilitated efficient communication between departments through the use of walkie-talkies and other devices during shoots.
  • Booked appointments and managed schedules for production principles.
  • Organized and stored filming equipment and other assets for production.
  • Aided in budget tracking by keeping detailed records of production expenses, minimizing financial discrepancies.
  • Coordinated travel for production staff by arranging transportation and hotels.
  • Collaborated closely with production team members to meet deadlines, resulting in on-time project completions.
  • Assisted in managing set operations for seamless shooting experiences and timely project completion.
  • Participated in location scouting efforts to identify ideal shooting locations that met creative requirements.
  • Supported post-production tasks such as organizing footage files, labeling assets accurately for easy retrieval during editing sessions.
  • Played an integral role in pre-production activities like research, script breakdowns, and creating call sheets for upcoming shoots.
  • Provided administrative support such as filing paperwork, organizing meeting materials, and maintaining databases for efficient recordkeeping.

Hotel Operations Supervisor

Coral Key Beach Resort
12.2010 - 12.2012
  • Monitored key performance indicators and provided regular reports to senior management, highlighting areas of success and opportunities for improvement.
  • Streamlined communication between departments by implementing effective protocols that resulted in smoother daily operations.
  • Coordinated events and conferences held at the hotel, ensuring seamless planning and execution for client satisfaction.
  • Collaborated with department heads to develop strategies for improving guest experiences, leading to higher ratings on review platforms.
  • Increased hotel revenue with strategic upselling of room upgrades and additional services.
  • Led regular team meetings to discuss goals, address concerns, and celebrate achievements for improved morale among staff members.
  • Established strong relationships with local vendors ensuring consistent delivery of quality products at competitive prices.
  • Ensured compliance with safety regulations through staff training sessions and routine audits.
  • Enhanced team productivity by creating schedules, delegating tasks, and monitoring performance.
  • Managed budgeting process for various departments, controlling expenses while maintaining high-quality service standards.
  • Implemented staff training programs to improve service quality and increase employee retention rates.

HIV/AIDS Counselor

Kagumo Medical Center
06.2010 - 11.2010
  • Provided crisis intervention services for newly diagnosed clients, helping them navigate their emotions and adapt to their diagnosis.
  • Conducted training workshops for staff members on HIV/AIDS-related topics, enhancing team knowledge and expertise in the field.
  • Served as an advocate for clients when communicating with medical providers, ensuring their needs were addressed appropriately.
  • Improved patient understanding of HIV/AIDS by providing clear and concise counseling sessions.
  • Evaluated program effectiveness through regular review of client feedback and outcome data, making adjustments as needed to improve service delivery.
  • Promoted a safe and non-judgmental environment for clients to share their experiences, facilitating open communication and fostering personal growth.
  • Implemented outreach programs that increased awareness about HIV/AIDS prevention and testing services available in the community.
  • Collaborated with healthcare professionals to develop comprehensive care plans, ensuring the best possible outcomes for clients.
  • Educated clients on risk reduction strategies, contributing to a decrease in new infections within the community.
  • Conducted comprehensive assessments to accurately determine client needs, leading to more effective treatment plans.
  • Developed tailored intervention plans for clients, resulting in better adherence to medication regimens and healthier lifestyles.
  • Maintained detailed case records, ensuring accurate documentation of client progress and supporting continuity of care.

Education

Bachelor Of Business Administration - Purchasing, Procurement, And Contracts Management

Mt. Kenya University
Thika
12.2017

Diploma In Hospitality Management - Hospitality Administration And Management

Nairobi Institute of Business Studies
Nairobi
06.2010

Diploma In HIV/AIDS Counseling - Counseling Psychology

East Africa School of Counseling
Nairobi
04.2009

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 40 staff members.
  • Achieved high returns through sales by introducing Mpesa mini app for self onboarding tasks for clients.
  • Collaborated with team of 12 in the development of Mpesa mini app.
  • Resolved product issue through consumer testing.

Overview

14
14
years of professional experience

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Jane muriuki