Tiffany Ndung'u

Professional experienced sales and marketing and customer representative officer bringing forth valuable industry experience with a passion. Results-oriented with a proven record of working collaboratively with team members to achieve goals.

CCI Kenya, Nairobi — Customer Service Representative.

08/2021-10/2023

• Resolved technical issues for customers via phone and chat support achieving a 90% first call resolution rate.
• Streamlined and accelerated customer communication channels by implementing a phone and chat system and reduced response time.
• Handled 100+ customer interactions daily giving detailed, personalized, and polite service.
• Adapted a proactive problem-solving mindset to determine 100+ customers on average per shift to respond by researching, locating, and relaying the correct information.
• Kept records meticulously of over 1000 customer interactions and corresponding cases.
• Carried out bookings, follow-up calls, and special offers for customers.
• I ensured prompt and satisfactory resolution of customer inquiries by responding efficiently and helpfully.
• Up-to-date knowledge Utilized all company products and services accurately and efficiently.

TenderSokoLimited, Nairobi— Business Development Assistant.

11/2020 -06/2021 

• Spearheaded a comprehensive content marketing campaign resulting in increased website traffic and growth in lead generation.
• Implemented data-driven SEO strategies for an organic website and to boost conversion rates.
• Directed and collaborated in the creation and implementation of a business continuity plan.
• Reviewed constantly the customer feedback, then suggested ways to improve the process of customer service levels which increased satisfaction rate.
• Work with appropriate staff to maintain data and past performance and corporate capacity to provide timely information for proposal submission.

Nairobi Technical Training Institute, Nairobi, Kenya

• Sales and Marketing