Social Media Manager
Resume:
Cynthia Palapala
Position: Assistant Deputy Manager
Candidate
Information
Name of candidate: Cynthia Palapala
Address: P.O BOX 218**-*****
Nairobi
Mobile: 078*******/072*******
Date of birth: 22
April 1985
Email:
cynthiapalapala@g
mail.com
Nationality: Kenyan
Marital Status:
Single
Education:
2000-2003: Arch Bishop Njenga Girls High School-K.C.S.E 1999: Kakamega Primary School- K.C.P.E
1990-1998: Bungoma D.E.B Primary School-K.C.P.E
Professional Profile:
● Excellent communication skills, relationship building and interpersonal skills.
● Excellent organizational skills and ability to prioritize and multitask.
● Demonstrable ability to successfully supervise and lead others.
● Ability to work collaboratively with subordinates, peers and senior management.
● Ability to manage different Social Media accounts with ease.
● Ability to promote and sale various types of products.
● Excellent Telephone Skills.
● Excellent Computer Skills, i.e. Word, Excel and PowerPoint
● Project Management demonstrated experience such as customer service, data verification and management of information systems.
● Proven performance record with ability to QC work with 100% accuracy. Previous
Employment
Name of Employer: MEDICAL ADMINISTRATOR’S KENYA LIMITED Salary: 45,000 KSH
Address of
Employer
Head Office : The Arch Place Building, 7th Floor, Nyangumi Road, P.O. Box 3421 – 00506, Nairobi, Kenya
Job title: Assistant Deputy Manager Years with previous Employer: 1 Year Work Experience
From To
Company/Project/Position/Relevant Technical and Management Experience
January 2020 January
2021
MEDICAL ADMINISTRATOR’S KENYA LIMITED
Role: Assistant Deputy Manager
Responsibilities:
• Manage daily operations performance for the call centre.
• Drive the team and call centre KPI’s.
• Work on daily, weekly and monthly reports.
• Coordination of the call centre logistics.
• Planning and executing team logistics to ensure the call centre deliverables are met.
July 2019
August
2019
PROTO ENERGY LIMITED
Role: Customer Experience Supervisor
Responsibilities:
• Provide team leadership and coordinate team logistics.
• Ensure the call centre reports are sent on time.
• Manage daily operations of the call centre.
• Manage the call centre telephony systems.
• Responsible for loading leads in the system for the team members to dial.
May 2019 June 2019
TELEGNOSIS TRADING LIMITED
Role: Brand Ambassador
Responsibilities:
• Raise brand awareness (Tesla Smartphone) to customers in Safaricom Greenspan shop.
• Educating customers about Tesla mobile phones and other products.
• Promoting sales of all products available in the shop.
• Representing the company at events.
• Interacting and building rapport with different types of customers.
• Maintaining a positive image of the brand as well as Safaricom shop at any given time.
January 2018 November
2018
Techno Brain - My DAWA Project
Role: Group Coordinator
Responsibilities:
• Provide team leadership and coaching.
• Ensure the project reports are sent on time.
• Coordinate team logistics.
• Manage the social media accounts, i.e. Facebook, Twitter, Instagram, WhatsApp, Gmail and Messenger for timely response.
• Provide status reporting of team activities against the program plan or schedule.
• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance.
August 2016 January
2018
Techno Brain BPO/ITES Ltd
Role: Group Coordinator
Responsibilities:
• Responsible for loading leads in the system for the team members to dial.
• Ensure that project reports are sent to the client in time.
• Provide status reporting of team activities against the program plan or schedule.
• Keep the project manager and product committee informed of task accomplishment, issues and status.
• Familiarize the team with the customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance.
• Assure that the team members have the necessary education and training to effectively participate on the team
October
2015
July 2016
Techno Brain BPO Ltd
Role: Quality Coordinator
Responsibilities
● Responsible for monitoring the transactions. Will look into each and every detail of this quality checking program.
● Help Transaction agents correct their faults or improve their performance by providing feedback.
● Ensure that the Transactions Agents understand the purpose of quality monitoring is just a way to improve service given to customers business and also improve on their performance.
● Producing daily detailed QA reports with reasons for fall of quality at a particular time, etc. and recommendations of solutions to improve on the quality.
August 2012 September
2015
Techno Brain BPO Ltd.
Role: Data Aggregator and Call Centre Executive
Responsibilities:
● Daily transactions.
● Processing good quality work.
● Making calls to customers.
● Manage large amounts of inbound and outbound calls in a timely manner.
● Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
● Seize opportunities to upsell products when they arise.
● Build sustainable relationships and engage customers by taking the extra mile.
● Follow communication “scripts” when handling different topics.
● Keep records of all conversations in our call centre database in a comprehensible way.
● Meet personal/team qualitative and quantitative targets.
● Frequently attend educational seminars to improve knowledge and performance level.
To 2011 June 2012 Racin and Company Limited.
Role: Receptionist
Responsibilities:
● Greeting customers as soon as they arrive and connecting them with the appropriate party.
● Answering the phone in a timely manner and directing the call to the appropriate department.
● Creating and managing both hard and soft copy documents and data for the company.
● Provide excellent customer service.
● Scheduling appointments.
● Assisting in administrative tasks such as copying, taking notes and making travel plans.
● Booking and preparing of meeting and training rooms.
● Receiving and sorting mails.
Feb 2010 June 2011 Talanta Africa Media & Telecommunications Ltd. Role: Sales and Marketing Executive
Responsibilities:
● Marketing the company’s profile.
● Sourcing for adverts to be featured in the company’s newspaper.
● Selling advert space to customers.
Jan 2005 Nov 2010 Sultana Bar and Restaurant
Role: Cashier/Assistant Manager
Responsibilities:
● Managing and running the restaurant.
● Purchasing of goods and services.
● Paying the staff.
REFEREES:
1. Vinay Subbaramaiah
Director
Technobrain BPO/ITES Ltd
2. Florence Wanyaga
Human Resource
Technobrain BPO/ITES Ltd
3. Yvonne Bertha
Assistant Operations Manager
Technobrain BPO/ITES Ltd
4. Virginia Muhia
Deputy General Manager – Human Resource
Medical Administrators Kenya Ltd
5. Joseph Gachanja
Sales & Marketing
Telegnosis Trading Limited
Contact this candidate