Mercy Njoki

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 2  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 3 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. 4