Community involvement and volunteering
SAMANTHA CHEPNGETICH SANG
Social Media Co-ordinator
Nairobi,Kenya
Summary
A detailed-oriented individual with passion for customer relations and complete customer satisfaction with 3 years of experience working with the leading retail company in Kenya in various departments. Knowledgeable and creative social media coordinator having worked well with the graphics team and marketing group to meet objectives with 2 years of experience executing social media strategies & creatives that improved Naivas social pages and community management. I cultivated positive presence and superb communication skills with people, this increased the customer and brand relationship dialog in the e-commerce department. I am versed in product placement, merchandising and inventory management with extensive experience in order processing. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
4
4
years of professional experience
15
15
years of post-secondary education
1
1
Language
Work History
Social Media Coordinator
Naivas
Nairobi, KENYA
06.2018 - 07.2021
- Generated interest for new and upcoming product and service releases by managing social media accounts.
- Assisted in properly and effectively handling bad reviews and negative posts.
- Created social media content with consistent content and tone.
- Maintained current social media trends through attending professional conferences and webinars.
- Partnered with graphic designers creating content and promoting ad campaigns.
- Increased customer engagement through social media.
- Analyzed key performance indicators monthly, applying data analytics to drive future strategic planning.
- Monitored posts and responses from spam and took necessary steps to alleviate such threats.
- Monitored advancements in social media and technology, working with marketing teams to adopt new platforms and facilitate integration into marketing plans.
- Administered marketing calendar and posted new content to coincide with new product and service releases.
- Maintained internal communication systems and managed corporate email signatures.
- Interacted with fans and clients in effort to take advantage of positive posts and feedback to boost brand identification.
- Wrote social media content to increase engagement with customers.
Communication and Customer Service Representative
Naivas
Nairobi, Kenya
03.2018 - 06.2018
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Answered constant flow of customer calls with minimal wait times.
- Provided information regarding charge accounts and loyalty programs.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Shop Attendant
Naivas
Nairobi, Kenya
12.2017 - 03.2018
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day to day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Ensure that merchandise is stocked in optimal levels and appropriately replenished throughout the sales floor.
- Communicate customer feedback to the supervisor.
Sales and Marketing
Lavida Company
Nairobi, Kenya
10.2016 - 12.2016
- Turning consultation into sales.
- Engaged with customers to effectively build rapport and lasting relationships.
- Increased sales by offering advice on purchases and promoting additional products.
- Solved customer challenges by offering relevant products and services.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Provided positive first impressions to welcome existing, new and potential customers.
Education
Diploma - inflight operations
Kenya Aeronautical College
Nairobi 09.2016 - 09.2017
D.S.E -
Doulos School of Excellence
01.2016 - 07.2016
Kenya Certificate of Secondary Education -
Mary Immaculate Girls Secondary
Nyeri 01.2012 - 01.2015
Kenya certificate of primary school - undefined
Moi Forces Academy
01.2001 - 01.2011
Skills
Social media best practices
undefinedInterests
Reaading
Social media marketing
Timeline
Social Media Coordinator
Naivas
06.2018 - 07.2021
Communication and Customer Service Representative
Naivas
03.2018 - 06.2018
Shop Attendant
Naivas
12.2017 - 03.2018
Sales and Marketing
Lavida Company
10.2016 - 12.2016
Diploma - inflight operations
Kenya Aeronautical College
09.2016 - 09.2017
D.S.E -
Doulos School of Excellence
01.2016 - 07.2016
Kenya Certificate of Secondary Education -
Mary Immaculate Girls Secondary
01.2012 - 01.2015
Kenya certificate of primary school - undefined
Moi Forces Academy
01.2001 - 01.2011
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