TMTracy Mugo
@tracymugo
Detail-oriented Customer Success Professional with 8 years of experience.
KenyaWhat I'm looking for
I am a detail-oriented Customer Success Professional with 8 years of experience in Content Moderation and Community Engagement. My career has been dedicated to analyzing client problems and providing effective solutions that enhance organizational revenue and productivity. I have a proven track record of working independently and remotely across multiple e-Commerce platforms, delivering exceptional Customer Support through live chat, email, and social media.
Throughout my career, I have developed proficiency in Project Management, Process Improvement, and Client Relations. My ability to foster customer satisfaction through empathy and problem-solving has been instrumental in my success. I have successfully increased social media engagement and implemented best practices that have improved efficiency in customer support. I thrive in dynamic environments and am committed to driving client success and loyalty.
Experience
Work history, roles, and key accomplishments
Social Media Support
Yellow Card Financials
Jan 2021 - Present (4 years 8 months)
Increased monthly impressions by 12% month over month and grew Facebook post reach from 4,000 to 12,000 people. Maintained a 4% average engagement rate on social media platforms, resulting in a 10,000 increase in average monthly engagements across all channels.
Community Manager
LTV Plus
Jan 2019 - Present (6 years 8 months)
Managed community engagement and chat moderation, using a consultative and empathetic approach to offer customer support. Utilized software such as Zendesk, Slack, Gorgias, Shopify, and RingCentral to communicate with customers.
Logistics Manager
Prolox Solutions
Jan 2017 - Present (8 years 8 months)
Provided proactive partnership client engagement activities to drive product adoption and client success. Oversaw end-to-end supply chain operations, including procurement, warehousing, transportation, and delivery.
Client Relations Officer / Project Manager
Image Registrars
Jan 2015 - Present (10 years 8 months)
Conducted in-depth Know Your Customer (KYC) checks and implemented robust measures to prevent check fraud. Managed various client projects, ensuring seamless execution while adhering to stringent compliance standards.
Education
Degrees, certifications, and relevant coursework
Africa Nazarene University
Bachelor of Commerce, Banking and Finance
Studied Banking and Finance at Africa Nazarene University in Kenya. Gained knowledge in financial principles and banking operations.
Skylink Flight School
Private Pilot Licence, Aviation
Completed training at Skylink Flight School in Kenya to obtain a Private Pilot Licence. Developed skills in aviation and flight operations.
Availability
Location
KenyaAuthorized to work in
Job categories
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