INirene njoki
@irenenjoki
Experienced Customer Service Associate with a passion for client satisfaction.
KenyaWhat I'm looking for
I am an experienced Customer Service Associate with over 3 years of expertise in resolving technical issues and enhancing customer satisfaction in tech-driven environments. My skills include troubleshooting, onboarding, user training, and creating customer-friendly documentation. I am proficient in CRM systems and SaaS platforms, and I thrive on leveraging technology to solve customer challenges and drive success.
At WINGI Global, I collaborated with a customer success team to address inquiries and guide customers through the order process. I contributed to marketing efforts by creating customer-focused content and enhancing engagement. My key achievements include a 15% sales increase through cross-selling and a 20% improvement in customer satisfaction ratings. I also successfully managed over 300 online orders monthly, ensuring timely processing and shipping.
Previously, I worked at OHANA HOLDINGS LTD as a Customer Service/Social Media agent, where I built a loyal customer base and increased social media engagement metrics. My educational background includes a diploma in information technology and certifications in digital marketing and SEO. I am committed to continuous improvement and delivering exceptional customer experiences.
Experience
Work history, roles, and key accomplishments
Customer Service Associate
WINGI GLOBAL
Mar 2021 - Nov 2024 (3 years 8 months)
As a Customer Service Associate, I collaborated with a team to address customer inquiries, guide them through the order process, and enhance customer satisfaction. I developed reports on performance metrics, assisted with technical issues, and trained new team members, contributing to significant improvements in customer experience and sales.
Customer Service/Social Media Agent
OHANA HOLDINGS LTD
Aug 2020 - Feb 2021 (6 months)
In my role at OHANA HOLDINGS, I managed customer inquiries across social media platforms, created engaging content, and promoted products. I successfully increased customer engagement and maintained high satisfaction scores through personalized interactions and efficient service.
Graphic Designer/Social Media Intern
AXIOS DIGITAL LAB
Sep 2019 - Oct 2019 (1 month)
As an intern at Axios Digital Lab, I assisted in managing social media accounts and creating content. I collaborated with the team to develop campaigns and ensured all designs met quality standards, enhancing brand visibility and audience engagement.
Education
Degrees, certifications, and relevant coursework
ALX Africa
Certification, SEO
2020 - 2024
Currently enrolled in a program focusing on SEO and AI Career Essentials, aimed at enhancing digital marketing skills.
Nakama Tech
Certification, Digital Marketing
2020 - 2020
Completed a certification in Digital Marketing, enhancing skills in online marketing strategies and tools.
e-marketing institute
Certification, E-Marketing
2020 - 2020
Completed a certification program focusing on Call Center Agent skills and e-marketing strategies.
AkiraChix
Diploma, Information Technology
2019 - 2019
Completed the Codehive program focusing on information technology, including courses in Graphic Design and Frontend development with HTML/CSS.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
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