Open to opportunities

Susan Kinuthia

@susankinuthia

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Proactive customer service professional with expertise in front office operations.

Kenya

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What I'm looking for

I am looking for a role in a service-oriented team that values customer experience and offers opportunities for professional growth.

I am a proactive and detail-oriented Customer Service and Front Office Professional with hands-on experience in customer support, administrative coordination, and social media communication. My passion lies in creating smooth client experiences both in person and online, ensuring that every interaction is positive and welcoming.

Currently, I manage a digital e-book page where I create and manage content, engage customers through social media, and promote digital products to enhance brand visibility. My previous roles have equipped me with skills in call handling, front desk operations, and conflict resolution, allowing me to efficiently resolve customer complaints and maintain accurate records.

With a background in hospitality management and extensive experience in customer service, I am eager to contribute to a professional, service-oriented team in an on-site role. I thrive in environments that prioritize customer experience and am committed to continuous professional development.

Experience

Work history, roles, and key accomplishments

Social Media Manager

ALX Africa

Mar 2024 - Present (1 year 4 months)

Created and managed content for an online platform selling e-books. Engaged customers through social media by responding to inquiries and comments.

Content Creation Social Media Management Customer Engagement Digital Marketing Branding Customer Service

Hospitality Intern-Guest Services

Greenvale Hotel

Jan 2021 - Present (4 years 6 months)

Welcomed guests warmly upon arrival and assisted with check-in and check-out procedures. Provided information about hotel amenities, local attractions, and transportation options.

Customer Service Check Out Hospitality Communication

Customer Service Representative

JBN Express Limited/Jumia

Jan 2021 - Present (4 years 6 months)

Greeted and assisted customers in-person and over the phone, ensuring a positive and welcoming experience. Responded to customer inquiries regarding products, services, and account information in a clear and professional manner.

Customer Service Conflict Resolution Data Entry Database Management CRM Software Customer Support Communication

Receptionist & Administrative Assistant

Pillars Cleaning Services

May 2016 - Present (9 years 2 months)

Provided day-to-day front office support, answering phones, managing appointments, and handling mail. Maintained office supplies, organized filing systems, and managed internal communications.

Administrative Support Appointment Management Office Management Internal Communications Data Entry

Education

Degrees, certifications, and relevant coursework

ALX Africa

Social Media Manager Virtual Assistantance, Social Media Management

Completed a comprehensive program focusing on social media management and virtual assistance. Gained skills in content creation, community engagement, and digital marketing strategies.

Zetech University

Diploma, Hospitality Management

Acquired a Diploma in Hospitality Management, covering key aspects of hotel operations, guest services, and administrative functions. Developed strong foundational knowledge in the hospitality industry.