Customer Support Experience

STELLA W. GITAHI

Marketing Administration Accounts Specialist

Kilifi 80100 +254*********

***********@*****.***

Dynamic and organized individual with a versatile background across marketing,administration and accounting. Thrives in diverse work settings, bringing adaptability and a proactive approach to supporting clients and teams wherever they are. Experienced in delivering top-notch customer experiences and seamless administrative solutions, whether collaborating in person, from home, or balancing both. Ready to bring flexibility, strong communication, and an unwavering commitment to excellence in the next role.

Work Experience

Customer Relations Specialist (

Golden Bubble Institute (Sept 2024-Dec 2024) Remote role Collaborated with cross-functional teams to ensure a seamless customer experience and timely resolution of complex issues, highlighting effective cross-functional collaboration Roles and Duties

● Provided high-quality customer support across email, chat, and virtual meetings, achieving a 95% customer satisfaction rate and exemplifying customer support excellence.

● Developed and implemented innovative remote customer engagement strategies, leading to a 20% increase in client retention through effective client engagement strategies.

● Conducted regular follow-ups with clients to gather feedback and identify areas for service enhancement, showcasing strong feedback analysis skills. Administrative Assistant

Green Heart of Kenya Kilifi (Apr 2024 - Aug 2024)

Roles and Duties

● Provided comprehensive onsite administrative support, showcasing organizational skills by managing schedules and communications to enhance office efficiency.

● Coordinated meetings and events, demonstrating strong communication skills and effective time management strategies.

● Developed and maintained filing systems to ensure accurate and reliable access to files. Marketing Manager

FLYCAST TOURS AND Travel, RUIRU (APRIL 2023-JAN 2024) Gathering and analyzing information to identify new markets and customers, their demand for services and organizing marketing campaigns and strategies. Other roles included;

Conducting market research, sales forecasting and strategic planning.

Collaborate, participate and coordinate promotional activities and trade shows.

Negotiate contracts for services needed to execute market strategies.

Analyzing and evaluating financial aspects of product development. Marketing and social media manager

GOLDEN BUBBLE INSTITUTE, MUTHAIGA (SEPT 2022-MARCH 2023) My roles involved overseeing the institution’s interactions with the public by implementing media platforms ‘content strategies. Other activities include;

Analyzing engagement data by identifying trends in customer interactions and content relation.

Planning digital campaigns to build online communities.

Research on current benchmark trends and audience preferences.

Designing and implementing marketing strategies to align with business goals.

Setting specific objectives and reporting on ROI. Assistant Accountant

PEARL CONSTRUCTION COMPANY (JAN 2022-JULY 2022)

My role included helping to maintain the finance office by providing administrative support to more experienced members of the accounts team.

Complete daily and monthly bank reconciliations.

Check data or payments are correct.

Handle petty cash transactions.

Pay, process or send invoices.

Administration tasks such as filing and processing mail.

Schedule appointments with clients.

Enter financial data into accounting systems

Customer Relations Specialist

Golden Bubble Beauty Institute Remote (May 2022 - May 2023) Roles and Duties

● Provided high-quality customer support across email, chat, and virtual meetings, achieving a 95% customer satisfaction rate and exemplifying customer support excellence.

● Developed and implemented innovative remote customer engagement strategies, leading to a 20% increase in client retention through effective client engagement strategies.

● Conducted regular follow-ups with clients to gather feedback and identify areas for service enhancement, showcasing strong feedback analysis skills.

● Collaborated with cross-functional teams to ensure a seamless customer experience and timely resolution of complex issues, highlighting effective cross-functional collaboration. Volunteer work

Disaster response team leader 2012-2019

KENYA RED CROSS AUTHORITY

Core Skills

Dynamic Communication : Masterful in delivering clear and persuasive messages, both written and verbal., Client Relationship Builder : Skilled at establishing trust and rapport with diverse clients, ensuring lasting partnerships and loyalty., Proactive Problem Solver : Adept at identifying challenges and crafting innovative solutions to enhance the customer experience., Empathetic Listener : Commitment to understanding client needs through active listening, ensuring their concerns are addressed with care., Self-Starter : Highly motivated and resourceful, thriving in remote environments with minimal supervision, Proficient in CRM (Salesforce, Zoho, HubSpot), help desk (Zendesk, Freshdesk), and remote support tools (TeamViewer), with strong skills in data management (Excel, Google Sheets) and email systems (Outlook, Gmail) ., Experienced in effective communication using Slack and Zoom, with a background in basic IT troubleshooting and survey tools like SurveyMonkey. Education Background

Strathmore University 2019

ACCA Accountants

Certificate

Strathmore University 2016

Bachelor of Commerce Sales and Marketing

Degree

Institute of Advanced Technology 2012

Ms 365 packages

Certificate

Achievements

• Increased Retention Rates: Achieved a 20% increase in client retention by implementing a personalized follow-up program, leading to repeat business and referrals. Streamlined Support Processes: Developed and introduced a knowledge base that reduced average response time by 30%, improving overall efficiency in customer support. Recognition for Excellence: Awarded “Employee of the Month” for outstanding performance in client retention and satisfaction, highlighting dedication to exceptional service. Training Program Development: Designed and facilitated training sessions for new hires, focusing on remote customer service best practices, contributing to a 15% increase in team productivity. Reference

INSTITUTION NAME CONTACT

Green Heart of Kenya Kilifi Doughlaus Logedi (Manager) +254********* Golden Bubble Training Ins. Diana Akinyi (Director) +254*********

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