Summary
Overview
Work History
Education
Skills
Work Availability
Interests
Timeline
SARAH MUGO

SARAH MUGO

Customer Experience
Nairobi,20
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake

Summary

Customer Manager with record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.

Overview

8
8
years of post-secondary education
2
2
years of professional experience

Work History

Customer Experience Manager

SWVL
Nairobi, Kenya
03.2019 - 07.2020
  • Gathered customer feedback for analysis and measured metrics such as CSAT (Customer Satisfaction), NPS (Net Promoter Score) which in turn informed the organization on ways to improve customer experience while increasing profits.
  • Upon collecting customer feedback, working with the product team to make product improvements which improved the customers experience on an app.
  • Finding points in the customer experience flow that could be automated resulting in improved first contact resolution.
  • Collaborated cross-functionally with headquarters, regional and other teams internationally to maintain consistent experience.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Established performance and service goals and held associates accountable for individual performance.
  • Liaised with product, marketing and management teams to develop solutions and accomplish shared objectives.
  • Hired, supervised and coached 5 employees on customer service to optimize performance.
  • Created performance reports by tracking daily and weekly team performance.

Social Media Community Manager

SWVL
Nairobi, Kenya
03.2019 - 06.2019
  • Monitored online presence of company's brand to engage with users and strengthen customer relationships.
  • Increased customer engagement through social media.
  • Analyzed and reported social media and online marketing campaign results.
  • Maintained a consistent brand voice and personality on the social network communities.
  • Pulling insights from Social Media platforms with the help of social listening tools.

Client Service Specialist

RedHouse
Nairobi, Kenya
05.2018 - 09.2018
  • Provided knowledgeable service and support for all customer needs.
  • Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Called existing and prospective customers to evaluate desires and offer media channel options.

Business Development Intern

Medbook
Nairobi, Kenya
02.2017 - 04.2017
  • Collaborated with teammates to develop advertising collateral and sales presentations.
  • Penetrated targeted accounts to generate sales from within client base.
  • Fostered prospective client relationships resulting in 15 new client accounts.
  • Sought out and engaged with customers to drive sales and service using suggestive selling.
  • Collaborated with sales and marketing departments to support business objectives and client acquisition.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Education

Bachelor of Arts - Commerce, Finance

Strathmore University, Nairobi, Kenya
06.2012 - 07.2016
  • Awarded Second Class Honors (Upper Division)

High School Diploma -

Riara Springs Girls High School, Nairobi
02.2008 - 11.2011

Skills

    Customer service and engagement

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests

Outside work, I love outdoor activities such as, hiking, swimming and going to the beach I am into reading up on interesting subjects especially those around technology with regards to the future Favorite book read so far is Sapiens by Yuval Noah Harari

Timeline

Customer Experience Manager - SWVL
03.2019 - 07.2020
Social Media Community Manager - SWVL
03.2019 - 06.2019
Client Service Specialist - RedHouse
05.2018 - 09.2018
Business Development Intern - Medbook
02.2017 - 04.2017
Strathmore University - Bachelor of Arts, Commerce, Finance
06.2012 - 07.2016
Riara Springs Girls High School - High School Diploma,
02.2008 - 11.2011

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SARAH MUGOCustomer Experience