ZIPPORAH NG'ANG'A
Summary
Highly driven professional with a versatile background in both Customer service and marketing. With a strong background in customer service, I excel in cultivating and maintaining high quality client relationships, offering customer support through addressing inquiries and enhancing customer satisfaction with precision. My marketing acumen includes harnessing digital marketing channels, business development, sales management and marketing research. I am passionate about leveraging these skills to deliver tangible results and contribute to organizational growth.
Overview
4
4
years of professional experience
Work History
Business Development Executive & Customer Service
Brand Haven Limited
Nairobi
01.2023 - Current
- Developing new business opportunities & maintaining existing client relationships
- Conducting market research & analysis to identify potential growth areas
- Collaborating with cross-functional teams to develop & implement sales strategies
- Negotiating and closing sales deals
- Maintaining accurate customer's records & reports
- Oversight and maintenance of existing clients accounts.
- Maintain an up-to-date database of contacts for potential customers.
- Develop and deliver progress reports, proposals, required documentation and presentations using Microsoft Office.
- Design marketing campaigns, seminars, direct mail and email campaigns for target markets.
Customer Service Representative
OnlineMall East Africa Limited
Nairobi
01.2022 - 12.2022
- Proactively reached out to customers via cold calling to build relationships
- Handled customer's inquiries via various communication channels
- Provided our company's service information; our offerings, how to register on our platform
- Maintained customer's records in the company's database
- Assessed and enhanced revenue streams by identifying and assessing growth opportunities
- Formulated innovative marketing tactics and uncovered fresh prospects
- Increased customer traffic count by 35% and retail sales by 40%.
- Engaged in professional market and industry research, executing strategic business plans
- Solicited feedback from potential clients and partners to gauge customer satisfaction
- Worked with company executives to establish effective methods for pursuing new business prospects.
Front Desk Agent
Clinton Hotel
Kikuyu
09.2020 - 12.2021
- Efficiently checked-in guests and allocated rooms
- Managed phone inquiries and resolved issues
- Facilitated smooth checkouts and handled guest departures
- Offered comprehensive information on hotel amenities and services.
- Kept accurate records of guest transactions.
- Collaborated with internal team to prioritize and complete guest check-in and check-out and deliver amenities.
Marketing
Clinton Hotel
Kikuyu
01.2020 - 09.2020
- Spearheaded the execution of revenue-enhancing opportunities
- Oversaw the planning and monitoring of marketing campaigns including participation in door-to-door campaigns
- Directed social media marketing strategies and platform management
- Designed and maintained an occupancy forecast model for the hotel
- Innovated event concepts resulting in a 50% revenue boost for the hotel.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Marketing Intern
Melvin Marsh International
Nairobi
03.2020 - 06.2020
- Contributed to daily administrative marketing duties
- Participated in on-ground promotional efforts, including door-to-door campaigns
- Maintained and organized customer databases and company documents
- Supported the marketing team in organizing and executing events and promotions
- Assisted with social media content creation and scheduling.
- Collaborated with cross-functional teams to achieve project objectives.
- Assisted teams with aligning marketing strategies and objectives based on data-driven insights.
- Participated in brainstorming sessions with marketing team members to develop ideas for campaigns.
Education
Bachelor of Commerce - Marketing Option
University Of Nairobi
12.2020
Kenya Certificate of Secondary Education -
Ruchu Girls Secondary School
11.2014
Skills
- Customer service
- Marketing
- Business Development
- Social Media Management
- Campaign management
- Product marketing
- Events management
- Certificate in computer packages- Basic level
- Microsoft word
- Microsoft Excel
- Adobe Reader
- Power Point
- Research
- Customer Relationship Management
Social Activities
- Rotaract Club- participated in community service and mentorship programs.
- Heroes for change mentorship program by Unilever.
- Volunteer work program by Absa Bank at Muthaiga Golf club.
- Young Accountants Conference at Oshwal College.
Attributes
- Self-motivated
- Open minded
- Creative & innovative
- Solid team Player
- Accountable
- Organized
Personal Information
Nationality: Kenyan
References
- Christine Kithia, Operations Manager, Roadlink Express Limited, christinekithia29@gmail.com, +254716886011
- Hannah Ng'endo, Marketing & Sales coordinator, Melvin Marsh International, Ann.nyakio.wachira@gmail.com, +254713669034
Timeline
Business Development Executive & Customer Service
Brand Haven Limited
01.2023 - Current
Customer Service Representative
OnlineMall East Africa Limited
01.2022 - 12.2022
Front Desk Agent
Clinton Hotel
09.2020 - 12.2021
Marketing Intern
Melvin Marsh International
03.2020 - 06.2020
Marketing
Clinton Hotel
01.2020 - 09.2020
Bachelor of Commerce - Marketing Option
University Of Nairobi
Kenya Certificate of Secondary Education -
Ruchu Girls Secondary School
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