LAUREEN NINA
Customer Experience And Digital Marketing
Nairobi
Summary
To leverage a robust background in content marketing, SEO, customer experience, and supply chain management into a dynamic role as a Custom Jewelry Gem Specialist at CustomMade, contributing to the company's mission of redefining personalized jewelry experiences.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Customer Support Representative
Upwork Agency
05.2022 - 10.2023
- Managed high-volume customer interactions of up to 100 calls a day, ensuring timely and effective resolution of inquiries and issues related to international and domestic deliveries
- Coordinated with suppliers and manufacturers to address customer concerns and relay market feedback, contributing to strategic decision-making
- Managed customer accounts over long-term projects, maintaining detailed records and resuming interactions seamlessly to provide consistent service
- Utilized CRM tools to track customer interactions, preferences, and history, ensuring personalized and efficient support.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery
SEO and Content Marketing
Loop Digital Marketing Agency
6 2018 - 3 2022
- Led comprehensive SEO strategies, achieving #1 Google ranking for targeted keywords and increasing organic traffic by 40%
- Developed and executed content strategies, creating compelling blog content that resonated with target audiences
- Successfully managed multiple content projects, meeting client goals and deadlines consistently.
- Contributed to email marketing campaigns by crafting persuasive copy that led to increased open rates and clickthroughs
- Participated in brainstorming sessions for creative campaign concepts, resulting in innovative approaches that captured attention from target audiences
Owner
Accessory Archives
01.2019 - 09.2020
- Founded and operated a successful fashion and beauty accessories business, overseeing sourcing, inventory management, and customer relations
- Analyzed market trends and customer preferences to curate products that met high standards of quality and appeal
- Built strong relationships with suppliers from China, India, Sudan, and Vietnam, ensuring the best products at competitive prices
- Provided exceptional customer service, handling inquiries, managing orders, and resolving issues to ensure customer satisfaction
- Conducted marketing campaigns using TikTok, Instagram, and Facebook ads, increasing brand visibility and driving sales through targeted advertising.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers
Education
Bachelor of Science - International Business Management
United States International University
Africa 05.2019 - 10.2023
Certificate - SEO & Digital Marketing
Hubspot Academy
Remote 04.2020 - 07.2020
Skills
Customer Support & Experience: Proven ability to handle high-volume interactions, engage with diverse customer bases, and provide solutions tailored to individual needs
Content Marketing & SEO: Expertise in developing content strategies, optimizing SEO, and driving measurable results through targeted marketing efforts
Supply Chain Management: Experience in sourcing, procurement, and supplier relationship management, ensuring high-quality product delivery
Data Analysis: Strong analytical skills, capable of deriving insights from customer interactions and market trends
CRM Tools: Proficient in using CRM software to manage customer accounts, track interactions, and improve service delivery
Communication & Interpersonal: Excellent written and verbal communication skills, with a friendly and approachable demeanor that fosters positive relationships
Emotional Intelligence: Highly empathetic and intuitive, able to understand and anticipate customer needs, even when not explicitly stated
References
Available on Request
Timeline
Customer Support Representative
Upwork Agency
05.2022 - 10.2023
Certificate - SEO & Digital Marketing
Hubspot Academy
04.2020 - 07.2020
Bachelor of Science - International Business Management
United States International University
05.2019 - 10.2023
Owner
Accessory Archives
01.2019 - 09.2020
SEO and Content Marketing
Loop Digital Marketing Agency
6 2018 - 3 2022
Similar Profiles
Cecile Jean G. OclaritCecile Jean G. Oclarit
Project Manager at Upwork - Julian Goldie AgencyProject Manager at Upwork - Julian Goldie Agency
OLANIYI BELLOOLANIYI BELLO
Freelance Business Data Analyst at UpworkFreelance Business Data Analyst at Upwork
Antonia KesenliAntonia Kesenli
Localization Data Specialist at Upwork (Remote, Enterprise Client)Localization Data Specialist at Upwork (Remote, Enterprise Client)