Business Solutions Executive at Cape Media (2024-04 – Present)
- Grew new sponsorship and advertising revenue by securing 15+ corporate partnerships in Year 1, consistently exceeding quarterly targets.
- Serve as primary point of contact for 30+ active client accounts, achieving a 95%+ client retention rate through proactive relationship management.
- Developed and pitched customised proposals for major events including marathons, festivals, graduations, and conferences, resulting in a 40% increase in event sponsorship revenue.
- Executed integrated media campaigns across TV, radio, and digital platforms, driving measurable increases in brand awareness and audience engagement for clients.
- Represented Cape Media in high-level negotiations with corporate affairs heads and marketing leads, positioning the media house as a premier advertising and sponsorship partner.
- Monitored all campaign deliverables and timelines, ensuring 100% on-time execution and exceeding client expectations across all campaigns.
Customer Success Manager at Social Discovery Ventures (2022-11 – 2024-03)
- Reduced average complaint resolution time by 30% through expert technical troubleshooting and systematic issue replication using test accounts.
- Resolved complex payment disputes and server-side errors, resulting in a significant drop in payment-related customer complaints.
- Proactively identified customer pain points through in-depth feedback analysis, escalating 20+ critical issues that led to measurable service improvements.
- Consistently ranked in the top 10% of team for upselling and cross-selling, contributing to increased sales revenue across multiple brand partners.
- Maintained strict confidentiality and compliance standards in a fast-paced, high-volume support environment.
- Fostered long-term customer loyalty through effective problem resolution and personalised product recommendations.
Vehicle Purchasing Solutions Contractor at CCI Kenya (2022-02 – 2022-10)
Promoted from Customer Service Representative to Contractor within the VPS American campaign based on consistent high performance.
- Conducted daily, weekly, and monthly performance reporting, providing team leaders with actionable trend analysis.
- Designed and implemented performance-based assessment modules to evaluate team knowledge of processes and compliance procedures.
- Introduced and maintained risk-oriented practices to prevent staff-related fraud and ensure regulatory compliance.
Call Centre Agent (Team Captain) at CCI Kenya (2020-12 – 2022-01)
- Appointed Team Captain, assisting the supervisor in managing team performance, conformance monitoring, and quality assurance.
- Managed customer billing, complaints, password resets, and security information updates for an American client campaign.
- Utilised Microsoft Excel and performance macros to track and analyse team KPIs, supporting data-driven decision-making.
- Participated in Microsoft Teams agility training to maintain up-to-date technical and operational skills.
Social Media Marketer at Ajua Africa (2020-08 – 2020-11)
- Executed promotional campaigns for the SMECONNECT mobile application across Twitter, Instagram, and Facebook.
- Monitored and reported on daily and weekly app growth metrics, providing actionable insights to the team.
- Participated in interview scheduling and daily team debriefs to align on campaign strategy and performance targets.
