I have 16 years of experience as a seasoned professional, with expertise in Customer Operations, Virtual Assistance, Social Media Marketing, and Digital Transformation. Throughout my career, I have developed a versatile skill set in various areas including customer satisfaction, customer experience, CRM, call center operations, quality assurance, performance metrics and reporting, multichannel customer support, training and development, leadership, management, process improvement, digital marketing, and social media management. With a strong foundation in customer-centric strategies, I have successfully led customer digital operations and customer experience operations at my previous place of work. During my tenure, I consistently achieved high levels of customer satisfaction and implemented effective measures to enhance the overall customer journey. In addition to my extensive customer operations expertise, I have a solid background in digital marketing and social media management. I have successfully executed digital campaigns, leveraged performance metrics to optimize marketing strategies, and facilitated digital transformation initiatives to drive business growth. With a diploma in Front Office in Customer Service, a diploma in Social Work and Community Development, and certifications in Microsoft Computer Applications and typing, I am equipped with a comprehensive educational background that complements my hands-on experience. I am fluent in English, Swahili, and Kamba enabling me to effectively communicate with diverse audiences. My strong leadership, time management, organizational, and interpersonal skills further contribute to my ability to deliver exceptional results. Beyond my professional accomplishments, I have received recognition for my outstanding customer service, including the Customer Satisfaction on Exemplary Service award from Safaricom Limited in 2018. Additionally, I have been selected as the Britam Calendar Advertisement Face of 2022 and have served as a Nivea Product Ambassador. I am excited to bring my expertise and passion for delivering exceptional customer experiences to your projects. Let's collaborate and achieve remarkable results together!