MERCY VICTORIA NJOKI
P.O BOX- Nairobi, Kenya
Tel: -
Email:-
OBJECTIVE
To provide compassionate, efficient, and professional customer support in a fast-paced environment. I
bring strong communication skills, problem-solving abilities, and a customer-first mindset developed
through my experience in care and client-facing roles.
PERSONAL ATTRIBUTES
Creative, approachable, innovative, fast learner, decision maker, team player and leader, negotiator, critical
thinker with utmost good faith, ethics and high integrity standards character able to approach challenges
and offer solutions while ready for new experiences and skills.
PROFESSIONAL SUMMARY
Dedicated and empathetic customer support specialist with over a year of experience in remote customer
service in the health and care sector, and more than five years in digital communication roles. Skilled in
handling inquiries, resolving concerns, and maintaining a calm and helpful demeanor under pressure.
Adept at managing diverse customer needs while ensuring a high standard of care and service delivery.
EDUCATION
Diploma in Project Management, Kenya Institute of Management, January 2013-July 2014
Bachelor of Economics, University of Nairobi,-
Computer Basics, Lewisa College, May 2009-July 2009
VALUE ADDED TRAINING
Digital Marketing Masterclass, February 2022
Computer Packages at Lewisa College, January 2009-May 2009
Speech Masters Training Program at PCEA St Andrew's Church, Nairobi, (February-March) 2014
WORK EXPERIENCE AND ACHIEVEMENTS
Social Media Manager
Freelancer
Crafting and executing social media strategies for clients in diverse industries, driving engagement
growth by 25% on average
Developing multi-platform content calendars and produced creative assets, including graphics and videos
Utilizing analytics tools to monitor performance and optimize campaigns for maximum reach and impact
Engaging with online communities to foster relationships and boost brand loyalty
Home Care Gurus – Remote
Customer Support Specialist | Jan 2023 – Dec 2023
Provided responsive, compassionate customer service to clients and families across England and Wales
via phone and email
Supported both domiciliary care within a five-mile radius of High Wycombe and live-in care throughout
England and Wales
Handled intake of new inquiries, assisted with client onboarding, and explained available care packages
with empathy and clarity
Scheduled assessments and managed follow-up communications with care managers and family
members
Maintained accurate client records, updated CRM systems, and flagged urgent care needs
Liaised with residential homes and local authorities for care coordination, ensuring compliance with
company standards
Resolved client concerns efficiently, escalating issues where needed and ensuring client satisfaction
Worked collaboratively with a remote team and adapted quickly to changing priorities and sensitive
client needs.
TIFA Research Ltd
Social Media Consultant | July 2020 – August 2020 (Part-Time)
Provided recommendations for enhancing the company’s social media presence based on analytics
insights
Assisted in creating content strategies to align with organizational goals.
Desert Rose Lodge Kenya Ltd
Project Manager | October 2018 – March 2020
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Managed digital marketing efforts, including social media promotions and website updates, resulting in
increased bookings
Represented the lodge at industry events such as the Magical Kenya Travel Expo
Collaborated with teams to develop unique travel packages tailored to diverse audiences
Implemented training programs for staff on customer service and digital tools
Investigating and resolving any complaints or adverse comments received from guests to the satisfaction
of the guest and reply to all complaints
Maintaining a high visibility profile to customers, commercial, social and governmental communities and
participating in community development
Right Click Consulting Ltd
Sales and Accounts Specialist | August 2015 – September 2018
Managed a diverse portfolio of accounts, developing strategies to enhance client satisfaction and
retention
Designed and presented marketing campaigns to executive clients, achieving sales targets consistently
Conducted data analysis to inform campaign adjustments and improve performance
Achievements
Increased client social media engagement by an average of 30% through innovative strategies and
content
Successfully managed marketing campaigns that contributed to revenue growth and enhanced brand
visibility
Represented Desert Rose Lodge at a national tourism expo, boosting industry partnerships and client
interest
KEY SKILLS
Customer Service & Support (Phone, Email, Chat)
Social Media Strategy and Management
Digital Campaign Development and Execution
Content Creation and Storytelling (Graphics, Videos, Blogs)
Analytics and Performance Tracking (Google Analytics, Hootsuite, Sprout Social etc)
Community Engagement and Online Relationship Building
Team Collaboration and Leadership
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INTERESTS AND REFERENCES
Exploring innovative uses of digital platforms for storytelling
Photography and visual content creation
Networking with industry professionals
Supporting sustainability and community initiatives
Traveling and adventuring
REFERENCES
Available upon request.
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