Tiyo Wako
Social Media Specialist
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About
Customer Service Representative , Social Media Specialist
Experience
Customer Service Respresentative
Glovo
Garden City, Nairobi
Apr 2024 – Present
◦ Utilize CRM systems to accurately log and track customer interactions, ensuring seamless record-keeping and timely follow-ups, resulting in improved case resolution efficiency.
◦ Manage high-volume customer inquiries across multiple channels while consistently maintaining an average response time of under 5 minutes, optimizing service delivery.
◦ Collaborate with cross-functional teams, including logistics, operations, and technical support, to resolve complex customer issues, driving a 30% improvement in first contact resolution rates.
◦ Proactively identify recurring customer issues and escalate them to relevant departments, contributing to process improvements and minimizing repeat complaints.
◦ Consistently deliver high-quality customer service, maintaining a 95% satisfaction rating by addressing customer concerns effectively and fostering positive customer experiences.
Digital Marketing Intern
Look Up TV
Amboseli Garden, Nairobi
May 2023 – Dec 2023
◦ Created and published diverse content, including news updates, behind-the-scenes footage, and interactive polls, thus aligning content with company values and current events.
◦ Developed and executed comprehensive social media strategies across multiple platforms (Facebook, Twitter, Instagram, LinkedIn), resulting in a 25% increase in follower base and 40% improvement in engagement rates.
◦ Conducted regular analytics reviews to assess campaign performance and adjust strategies accordingly, presenting findings to senior management.
◦ Implemented targeted advertising campaigns, optimizing ad spend to achieve a 20% increase in click-through rates while staying within budget constraints.
◦ Worked with the production team to create social media-friendly content, increasing video views by 50% on platforms like TikTok and Instagram.
Education
Multimedia University of Kenya
Diploma in Journalism
May 2021 – Dec 2023
Coursework: Broadcast Journalism, Public Relation, Social Media Management
