Joy Karemi Wanangwe

JOY WANANGWE Kenyan | Nairobi, Kenya-| LinkedIn | - SUMMARY ●​ Energetic self-starter with a robust experience in Customer Relations, Sales, and Marketing. ●​ Excels in providing exceptional service to clients; especially skilled with handling challenging customers. ●​ Eager to expand my contribution to your company to ensure customer satisfaction and drive success. WORK EXPERIENCE Brand & Admissions Associate​ November 2023 - Present Nova Pioneer – Nairobi, Kenya​ ●​ Increased the enrollment conversion rate from 28% to 46% for the 2025 academic year ●​ Played an integral role in launching the Cambridge curriculum in Kenya for the Nairobi campus ●​ Provide efficient customer service by promptly and courteously responding to all inbound and outbound phone calls, messages, and emails to minimize customer churn ●​ Delivered an effective presentation for Nova Pioneer prospective families once every month to drive enrollment Customer Success Coordinator​ May 2023 – November 2023 Nova Pioneer – Nairobi, Kenya​ ●​ Raised the scheduling conversion rate from 40% to 52% for the 2024 academic year ●​ Processed phone call engagements accurately and within established time standards ●​ Engaged prospective parents via multiple channels and booked them for an Open Day based on their campus of interest Customer Support​ July 2022 – January 2023 CloudFactory – Remote, Global ●​ Sent alerts to over 20,000 people daily with accurate grammar and diction in less than 240 seconds ●​ Liaised with multiple supervisors using effective communication on Slack ●​ Achieved exceptional quality and efficacy and was awarded top analyst out of over 50 people Technical Trainer​ July 2021 – April 2022 Remotasks – Thika, Kenya ●​ Engaged with potential trainees in person, via phone, email, and social media and scheduled them for training ●​ Trained on the use of cases, features, and functions of Remotasks machine learning software ●​ Reviewed each trainee's work and raised overall quality from 76% to 95% Tasker Success Manager​ May 2021 – July 2021 CloudFactory – Thika, Kenya ●​ Responded to inquiries via email, phone, and social platforms from recruits inquiring about Remotasks projects and training information ●​ Onboarded new trainees while providing engaging and patient service Administrative Assistant​ December 2015 – August 2016 Saiwa Chemists – Kitale, Kenya ●​ Developed relationships with customers and grew customer loyalty ●​ Maintained and updated office files, records, charts, subscriptions, and publications ●​ Coordinated office management and procedures to ensure effectiveness, efficiency, and safety EDUCATION Jomo Kenyatta University of Agriculture and Technology ​ BSc. Fishing and Fisheries Sciences and Management – Juja, Kenya ●​ Areas of interest: Project management Graduation Date – April 2021 PROFESSIONAL COURSES McKinsey Forward Program Graduation Date: Nov 2023​ ALX Virtual Assistant Programme, Graduated with Honours Graduation Date: Sept 2022 ​ SKILLS​ Microsoft Office Suite | Google Workspace | Scheduling | Travel Arrangement | File & Calendar Management | Online Research | CRM | Project Coordination | Salesforce | Mailchimp | Strategic Planning INTERESTS Avid reader | History | AI | Content Creation | Sociology | Psychology | Nature | Photography | Hiking | Writing | LANGUAGES ●​ Kiswahili - Native REFEREES Available upon request ●​ English - Expert ●​ French - Beginner