Open to opportunities

Janet Mbugua

@janetmbugua

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Experienced customer service professional with a focus on client support.

Kenya

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What I'm looking for

I seek a remote role that emphasizes customer engagement and operational excellence.

I am a dedicated customer service professional with over three years of experience in client support, sales, and operations logistics within the hospitality and tourism industry. My expertise lies in customer engagement, social media marketing, and tour guiding, where I have successfully managed remote operations and ensured seamless service delivery. I pride myself on my problem-solving skills, having increased customer satisfaction scores by 30% and improved response time efficiency by 40%.

Throughout my career, I have consistently demonstrated my ability to engage with clients effectively, utilizing structured problem-solving techniques and dynamic service strategies. My role as a Chatter and Sales Person at Aura Agency allowed me to identify and generate leads, resulting in a 33% increase in potential customer engagement. I have also managed social media marketing campaigns that boosted audience engagement by 45%, showcasing my ability to leverage digital platforms for business growth.

As I look to the future, I am eager to leverage my skills in a freelance and customer-focused role within a remote work environment. I am committed to delivering exceptional service and contributing to a team that values customer satisfaction and operational excellence.

Experience

Work history, roles, and key accomplishments

Chatter and Sales Person

Aura Agency

Nov 2023 - Jan 2024 (2 months)

Identified and generated leads through networking and cold calling, increasing customer engagement by 33%. Utilized Zendesk Suite for tracking interactions and improving conversion rates. Achieved 97% of monthly sales goals while providing tailored product solutions and excellent after-sales support.

Lead Generation Customer Engagement Zendesk Sales Strategies CRM Tools Negotiation Performance Tracking Problem Solving Communication

Remote Operations & Support Representative

Wedding Services Kenya, HQ

Jan 2023 - Jul 2023 (6 months)

Managed social media marketing campaigns, increasing audience engagement by 45%. Provided efficient customer service support, resolving 90% of inquiries on first contact. Coordinated logistics to optimize processes and developed reports on service trends.

Social Media Marketing Customer Service Problem Solving Logistics Reporting Email Communication Team Coordination Performance Metrics

Sales, Customer Service & Tour Guide

Kenya Wildlife Service Headquarters

Jan 2023 - Apr 2023 (3 months)

Promoted tourism packages, increasing bookings by 30%. Provided high-quality customer service and led educational tours, enhancing guest satisfaction by 25%. Assisted in digital marketing initiatives, resulting in a 40% increase in online engagement.

Customer Service Digital Marketing Market Research Problem Solving Communication

Tour Guide

Kenya Wildlife Service Headquarters

Jan 2020 - Jan 2021 (1 year)

Provided guided tours to over 2,000 visitors annually, enhancing customer satisfaction ratings by 20%. Organized special tours, increasing attendance by 15%. Collaborated with staff to coordinate schedules and improve resource management.

Guided Tours Customer Satisfaction Event Coordination Problem Solving Team Collaboration Time Management Communication Wildlife Education

Education

Degrees, certifications, and relevant coursework

Wildlife Clubs of Kenya

Diploma, Wildlife and Tourism Management

Completed a Diploma in Wildlife and Tourism Management, focusing on the principles of wildlife conservation, tourism management, and sustainable practices in the industry.

Wildlife Clubs of Kenya

Certificate, Wildlife Conservation and Tour Guiding

Earned a Certificate in Wildlife Conservation and Tour Guiding, emphasizing skills in guiding tours and educating visitors about wildlife conservation efforts.