Jamal Gakuria

Jamal Gakuria Telephone: -, Email:- Key Skills Communication (Verbal & Written), Listening, Change Management, Empathy, Time management, Problem solving, Accountability, Leadership, Collaboration, Prioritization. Profile  Experienced customer support professional with a history of working in the retail and e-commerce industry. Achieved helping organizations provide high-quality service to customers with an aim of meeting all their needs and retaining customers. Adept at following communication scripts to properly handle various needs in a poised and professional manner. Established an effective liaison between companies and their potential and current clients. Improved to keep and increase customer satisfaction with every email, phone call or live chat. Influenced the importance of delivering the mission of a brand with each and every action and interaction that takes place involving customers. Accelerated customer service functions in line with business objectives as well as created and executed strategies to build brand equity and support every stage of the customer lifecycle journey contributing to 90% customer retention. Qualifications AFRICA NAZARENE UNIVERSITY Bachelor of Business in Information and Technology, 2019 Diploma in Information Technology, 2013 THE BERBERE STOP KITCHEN- Nov 2020- Present| Nairobi | Client Relations & Operations | Digital Marketing Manager            Building an effective business plan to execute actions with limited costs and calculated risks. Consistently designing customer growth activities to improve online sales and loyalty. Crafting a great food experience to drive better client satisfaction and retention. Engaging and networking with customers to acquire insights and feedback to help improve the business needs and goals. Effectively handling all orders in a timely manner placed via different social mediums such as Whatsapp Business, Instagram, Facebook Direct and Google my Business. Communicating on the delivery process from time of dispatch. Maintaining high quality and food standards to ensure compliance with all health and safety policies in-line with government regulations. Managing different social channels to deliver targeted marketed content to the audience. Creating and editing compelling high definition content using applications such as Canva. Generating paid campaigns on social media platforms and using advanced in built application metrics to measure the success of the marketing campaigns. Keeping up to date on the latest social media trends. VITUZOTE – June 2020- Oct 2020 | Nairobi Customer Support Specialist  Acknowledged customer orders made online through social platforms.  Collaborated closely with stakeholders to ensure that customer expectations are met in a timely manner.  Negotiated and worked closely with resellers to renew their contracts.  Key account manager for partners under my portfolio.  Managed inventory of a product database using the dashboard system.  Acknowledged and resolved customers’ and corporate partners’ queries and via inbound and outbound calls, emails, web based chat platform.  Reset and updated customer information in the system, in regards to their delivery addresses, emails and phone numbers when requested.  Upsold and cross-sold products as well as follow up with customer to acquire feedback.  Conducted technical research and investigation on digital products to help determine the root cause and liaise with a technician to fix the issue.  Tracked all customer orders and payments to ensure great customer experience. TEXT BOOK CENTRE- SEPT 2018-JUN 2020 | Nairobi Online Order Processing Clerk & Customer Support        Monitored customer orders placed via the E-commerce site to fulfilment. Operated directly with customers to meet tight deadlines and deliver on the set NPS's and CSI measures together with the customer service representative team. Collaborated with the sales team to share proposals with customers on how toincrease their brand visibility and sales. Proactively listened to fully understand each customer’s problems to ensure their needs are met. Liaised with the delivery personnel team to ensure services are being rendered satisfactory and on time to meet customer expectations. Lead weekly sync team meetings, sharing input to contribute to the team’s overall success in achieving customer satisfaction by 100%. Reported to the E-commerce manager and provided updates and reports on a weekly and monthly basis on the efficiency of the customer service process and orders fulfilled.