Jackson

JACKSON NDUNG'U- - Nairobi https://www.linkedin.com/in/jacksondungu/ PROFESSIONAL SUMMARY I'm a customer support professional with experience in sales, marketing, and technical assistance. My strength is combining customer service skills with technical knowledge to solve problems and help businesses grow. My skills include: Providing excellent customer support via chat, email, and phone Managing customer relationships and resolving complaints Configuring and maintaining software platforms Training users and creating documentation Working well with product and technical teams Using CRM systems and support tools EXPERIENCE SALES AND MARKETING LEAD Nov 2022 - present | Print Lion , Nairobi Marketing: Plan and create blogs, photos, and videos for our content marketing Run social media accounts on LinkedIn, Facebook, Twitter, Instagram, and TikTok Use tools to schedule and post social media content Manage our WordPress website and online store Improve our search engine rankings and run online ads Work with designers to make eye-catching social media posts Team up with writers to create interesting blog posts Set and adjust our prices Sales: Answer questions from potential customers Follow up with people interested in our products Keep our CRM up to date Customer Service: Help customers who contact us by email, chat, or phone My main responsibilities: Come up with plans to boost our marketing and sales Look at data to make better decisions Lead our team to work well together Keep learning about new ways to market and sell online SALES SUPPORT SPECIALIST Aug 2021 - Nov 2022 | Incsub Inc , Remote Provided exceptional customer service for WordPress plugins, technical support services, and dedicated WordPress hosting Consistently maintained high customer satisfaction ratings on LiveChat and low Response Time metrics on HelpScout Managed customer relationships by handling complaints and inquiries via chat and email Offered account and billing support, addressing questions about invoices, subscriptions, and refunds Utilized Jira to record feature requests and bugs, and to escalate technical support issues Conducted upselling and cross-selling of software and services based on customer needs. Successfully converted individual plugin subscribers to full memberships. Also, cross-sold hosting products to plugin subscribers Supported global customer base, employing clear, concise language to convey technical information effectively Collaborated with the documentation team to improve product guides and resources Participated in lead generation. Qualified leads for the bulk hosting sales team. Also, conducted follow-up and cold sales email campaigns Stayed current with industry trends through reading support blogs, online courses, and internal resources Engaged in weekly training sessions on products, marketing offers, and customer service techniques Utilized multiple platforms including LiveChat, HelpScout, Jira, and Slack Key Achievements: Consistently provided prompt, empathetic, and concise responses, maintaining high customer satisfaction ratings Contributed to documentation improvement, enhancing overall customer self-service capabilities Developed expertise in explaining complex WordPress and hosting concepts to a diverse, global customer base MARKETING & OPERATIONS LEAD Jan 2020 - Jul 2021 | Continental Seeds Company Limited , Nairobi Marketing & Product Development: Developed and implemented comprehensive online and offline marketing strategies Created packaging designs, branding, and marketing materials using Adobe Creative Cloud (Photoshop, Illustrator, InDesign) Proposed and championed the introduction of small-size seed packs, increasing product accessibility for small-scale farmers Championed growth of new products through coordinated launch campaigns which included distributor and farmer education programs and issuing samples to farmers. Travelled widely in Kenya, Tanzania and Uganda to meet farmers, and distributors and to attend industry events. Operations: Oversaw production team and order processing Analyzed product movement using Excel and Google Sheets Coordinated importation of packaging materials from China Trained and coached marketing and operations staff Sales & Pricing: Led annual sales planning and budgeting meetings Tracked and analyzed weekly sales performance of field marketing assistants Prepared monthly and quarterly sales progress reports Conducted annual price list reviews based on market insights Supported international customer sales Business Development: Recruited and retained distribution partners Monitored competitive pricing Recruited and supported international distributors MARKETING MANAGEMENT ASSISTANT Apr 2018 - Dec 2019 | Continental Seeds Company , Nairobi Supervised a team of over 15 field marketing assistants Planned, coordinated, and attended farmer training field days Coordinated design and production of BTL marketing materials, including posters and calendars, event display materials (banners, tents), staff uniforms, promotional apparel and so on Managed company social media channels (Twitter, Facebook, YouTube) Prepared regular reports on field marketing activities. Created a streamlined template for the marketing assistant's weekly reports which helped improve market data collection Redesigned and updated the company website using WordPress Took marketing photos and videos during field events and developed content for social media and website. OPERATIONS ASSISTANT Aug 2017 - Mar 2018 | Continental Seeds Company , Nairobi Coordinated daily operations of seed packaging and dispatch departments Worked with suppliers of packaging and marketing materials Introduced a thorough record-keeping system for bulk seeds, packaged seeds, and packaging materials Improved planning and ordering processes Created clear work routines to solve order backlog issues MARKETING AND COMMUNICATIONS ASSISTANT Nov 2015 - Aug 2017 | Continental Seeds Company , Nairobi Reported to the Head of Sales and Marketing Built the company website using WordPress Managed company social media channels Designed company branding materials such as posters, brochures, staff uniforms, office branding, vehicle branding and so on. Found and worked with suppliers for marketing materials and services Used design software including Adobe Photoshop, Illustrator, InDesign GENERAL MANAGER Jan 2012 - May 2015 | Xpressive , Nairobi Was responsible for day-to-day company operations Led a team of 8 people, including graphic designers and production staff Handled marketing, including customer service Built the company website using WordPress and set up social media accounts Increased Facebook followers from 0 to over 10,000 Found and worked with printing services suppliers Oversaw graphic design work and print product GRAPHIC DESIGNER Sep 2007 - Jan 2012 | Bullseye Advertising , Nairobi Created designs for various advertising projects Worked on both above-the-line (ATL) and below-the-line (BTL) campaigns Developed ads for clients in agriculture, pharmaceutical, and technology industries Handled all stages of design from concept to final product Used Adobe Creative Suite apps: Photoshop, Illustrator, InDesign. EDUCATION MEDIA ADVERTISING AND MARKETING Kenya Institute of Mass communication , Nairobi, Kenya | Graduated in 2007 CERTIFICATIONS DIPLOMA IN PROFESSIONAL MARKETING (CIM) Modules: Strategic marketing, digital innovation CERTIFICATE IN PROFESSIONAL MARKETING (CIM) Modules: Applied Marketing, Planning Campaigns, Customer Insights FUNDAMENTALS OF DIGITAL MARKETING - GOOGLE Modules: SEO, SEM, Social media marketing GOOGLE HUSTLE ACADEMY BOOTCAMP PROGRAM Modules: business strategy, increasing sales, digital marketing, financial planning, pitching for success GOOGLE DATA ANALYTICS PROFESSIONAL CERTIFICATE Modules: Data analytics using MS Excel, R programming, SQL SKILLS COMMUNICATION AND INTERPERSONAL SKILLS ORGANIZATIONAL AND SELF-MANAGEMENT SKILLS COMFORTABLE WORKING WITH COMPUTERS AND TECHNOLOGY OPEN-MINDEDNESS AND STONG WILLNESS TO LEARN GRAPHIC DESIGN SKILLS LEADERSHIP SKILLS PROBLEM-SOLVING SKILLS WEBSITE DESIGN USING WORDPRESS STRONG WORK ETHIC COPYWRITING SKILLS