Open to opportunities

Deborah Makori

@deborahmakori

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Results-driven communications professional with expertise in customer engagement.

Kenya

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What I'm looking for

I am looking for a role that values communication and customer engagement, with opportunities for growth and collaboration.

I am a results-driven and communicative professional with over 2 years of experience in Journalism and Mass Communication, specializing in Public Relations. My solid background in customer engagement spans various channels, including social media management, call center operations, and online customer support. I excel in handling high volumes of inbound and outbound calls, resolving client queries, and maintaining accurate records. My adaptability to rotating shifts and commitment to delivering excellent service with professionalism and empathy have been key to my success.

In my current role as a Freelance Virtual Assistant and Onboarding Specialist, I have successfully set up and managed onboarding processes for over 20 international clients, cutting ramp-up time by 30% and boosting client satisfaction by 25%. I also serve as a Content Specialist Executive at Glovo Kenya, where I onboard restaurant partners and streamline operations, contributing to a 120% growth in partner operations. My experience as a Social Media Manager at Radio Africa Group has further honed my skills in building brand visibility and engaging audiences effectively.

Experience

Work history, roles, and key accomplishments

Current

Content Specialist Executive

Current

Glovo Kenya

May 2024 - Present (1 year 1 month)

Helped onboard over 150 restaurant partners by offering personalized training on setting up menus, running promotions, and using the platform effectively. Served as the main point of contact between partners and internal teams, quickly addressing onboarding issues and boosting partner satisfaction by 20%.

Onboarding SOP Development Customer Satisfaction Problem Solving Data Entry

Current

Virtual Assistant & Onboarding Specialist

Current

Freelance

Jan 2021 - Present (4 years 5 months)

Successfully set up and managed onboarding processes for over 20 international clients, cutting ramp-up time by 30% and boosting client satisfaction by 25%. Held regular check-ins with both clients and virtual assistants during the first two weeks to make sure everyone was on the same page regarding expectations, communication, and workflow.

Virtual Assistant Onboarding Client Management Training CRM Systems Automation Communication Workflow Optimization

Social Media Manager

Radio Africa Group

Apr 2023 - Present (2 years 2 months)

Helped launch 10+ brands on social media by building customized content calendars and setting up clear protocols for handling any potential issues or crises. Mentored junior team members on how to follow client-specific workflows, which led to a 25% boost in overall team productivity.

Social Media Management Crisis Management Mentoring Junior Team Members Campaign Management Community Management Live Event Coverage

Education

Degrees, certifications, and relevant coursework

ALX Africa

AI Career Essentials Certification, Artificial Intelligence

Completed the AI Career Essentials Certification program, gaining foundational knowledge in artificial intelligence and its applications. This certification enhanced skills relevant to modern professional environments.

ALX Africa

Virtual Assistant, Virtual Assistance

Undertook the Virtual Assistant program, developing comprehensive skills in administrative support, client management, and remote work tools. This training prepared for effective virtual assistance roles.

Mount Kenya University

Bachelor of Journalism and Mass Communication, Journalism and Mass Communication (Public Relations)

Acquired a Bachelor's degree in Journalism and Mass Communication with a specialization in Public Relations. The curriculum covered various aspects of media, communication strategies, and public relations practices.