Jeniffer Kamandi

I am a dedicated and versatile professional, who excels in multiple roles, showcasing my expertise as a customer service team lead, content writer, researcher, and Virtual Assistant. In my role as a customer service team lead, I have exhibited exceptional communication skills and a strong focus on customer satisfaction, ensuring seamless interactions and resolving issues effectively. My proficiency as a content writer is evident through my ability to craft engaging and informative content that effectively captivates audiences and delivers key messages.

Furthermore, my aptitude as a researcher demonstrates my analytical mindset and commitment to thorough exploration, enabling me to provide valuable insights and data-driven solutions. Finally, my passion for being a virtual assistant is a testament to my forward-thinking approach, embracing innovative solutions.

These multifaceted skills make me a valuable asset in any professional setting, where my dedication and expertise shine brightly.

Freelance content writer & Virtual Assistant - 2020 to date 

Duties and responsibilities 

• Made contact with prospective and existing clients to set up meetings. 
• Approached clients, closed deals, and came up with strategies to retain them.
• Create and manage written content development for the company’s various clients, ensuring that it aligns with the client’s branding and marketing strategies. 
• Implement SEO best practices in all writing materials to achieve high search engine rankings and reach target audiences. 
• Producing original and creative content for promotional advertisements and marketing material increasing sales by 20%.
• Retain client satisfaction, contributing to a 30% increase in repeat business over the past two years.
• Converted hundreds of previously published blogs to PDF for backup purposes.

Duties and responsibilities 

• Managed customer concerns, and provided solutions and follow-up actions, leading to a significant rate of resolved issues. 
• Effectively communicated and trained over 16 customer service specialists on conflict resolution, Zendesk, HubSpot, and Slack.
• Proposed a more effective call script that helped reduce the average customer handling time by 40%.
• Publicized services to potential clients, resulting in a 10% increase in sales.
• Received the award for “the best team player” for the whole of 2020.

• Greeted customers with enthusiasm and a delightful helpful attitude.
• Handled customer calls and responded to concerns about services, promotions, product malfunctions, and billing. 
• Accurately recorded and provided superiors with work logs and customer records. 
• Handled large volumes of calls daily with a sense of calm and good work ethic. 
• Maintained up-to-date knowledge of products and services. 
• Achieved an 80-85% average customer satisfaction rating for 10 months consecutively exceeding the set target. 

• Certificate in sales and marketing, Generation Kenya 2018-2019 
• Degree in Dryland Agriculture and Enterprise Development, Kenyatta University, 2013-2017 
• Certificate in Leadership- Kenyatta University, 2016-2017
• Kenya Certificate of Secondary Education- Siakago Girls Secondary School, 2009-2012