Open to opportunities

irene nzula

@irenenzula

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Experienced customer support professional with 7+ years.

Kenya

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What I'm looking for

I seek a role that fosters growth, values customer satisfaction, and encourages innovative marketing strategies.

I am a dedicated customer support professional with over 7 years of experience in client success and a strong background in social media management. My journey has been marked by a commitment to enhancing customer satisfaction and driving brand growth through effective communication and relationship-building strategies. I have honed my skills in onboarding, transparent communication, and utilizing various tools such as Tawk, Zendesk, and Zoho CRM to ensure seamless customer interactions.

In my current role as a Client Success and Experience Manager at Ashia Brand Consultants, I lead initiatives that focus on client training and product adoption, while also conducting quality assurance checks to maintain high service standards. My previous experience as a Social Media Manager allowed me to implement successful content strategies that resulted in a significant increase in follower growth and engagement. I am passionate about leveraging my expertise in marketing, digital analytics, and customer success to contribute to a dynamic team.

Experience

Work history, roles, and key accomplishments

Current

Client Success and Experience Manager

Current

Ashia Brand Consultants

Jan 2024 - Present (1 year 5 months)

Responsible for responding to client inquiries, conducting after-sales follow-ups, performing quality assurance checks, and leading customer success initiatives. Collaborated with teams to ensure timely delivery and organized customer-centric programs to strengthen relationships.

Zendesk WhatsApp Quality Assurance

Social Media Manager

Ashia Brand Consultants

Jun 2023 - Dec 2023 (6 months)

Implemented content strategies across social media platforms, resulting in a 20% increase in followers. Developed engaging content, managed campaigns, and utilized tools to enhance audience interaction and brand awareness.

Social Media Management Content Development Canva Campaigns

Customer Experience Advisor

BrighterMonday Kenya

Apr 2021 - Jun 2023 (2 years 2 months)

Analyzed customer feedback, resolved queries, and built strong relationships. Led initiatives to recognize exemplary service and collaborated on customer journey maps to enhance user experience.

Customer Feedback Feedback Customer Journey Mapping

Customer Care Executive

ONFON MEDIA LIMITED

Jul 2017 - Mar 2021 (3 years 8 months)

Managed customer relationships, updated account information, and improved team performance tracking. Conducted training sessions and ensured effective problem resolution through timely responses.

Training Customer Training Performance Tracking

Education

Degrees, certifications, and relevant coursework

Masinde Muliro University of Science and Technology

Bachelor of Journalism and Mass Communication, Journalism and Mass Communication

2013 - 2016

Studied Journalism and Mass Communication, focusing on media practices, communication theories, and the role of media in society. Developed skills in writing, reporting, and digital media management.