jane karuga

A seasoned customer experience professional with over 4 year’s expertise working in the financial service industry. I am skilled in customer experience management, excellent in service delivery; quality assurance and enable businesses make and retain customers through unrivalled Customer Service. I value integrity, work ethic and teamwork .I have in-depth understanding that stems from personal experiences, learning & research all fueled by my passion and commitment to see customers happy and organizations thriving. Always at the disposition and pleasure to continue learning and growing in the workplac

 Evaluate end-to-end customer experience across multiple channels and customer touch points. 

 Execute both traditional and digital marketing, including SEO/SEM, marketing database, email, social media, and display advertising campaigns to overcome competition, position the brand online and evaluate the effectiveness of the campaigns.

  Determine product's optimal targets, competitor offerings and tactics by studying and analyzing demographic data online to establish customers' behavior, preferences and purchasing habits. 

 Manage all Customer engagement platforms i.e Infobip, Mo-engage and oversee dispatch of communication to all customers and stakeholders.

  First point of contact with clients and thereafter maintain and develop high quality client-business relationships as well as spearhead both inbound and outbound calls in the company.

  Collaborate with marketing agencies and come up with briefs that aid in design of artworks speaking to the brand as well as coming up with content calendar for the month.

 Generate sales leads through constant customer engagement thus supporting business. 

 Organize conferences, customer meetings, events and other key internal and external activities on-site and externally.

 Receive, process, manage all invoices, and ensure they are processed in a correct and timely manner using various internal systems.

 Maintain a network of contacts with all customer experience officers across the country to ensure consistent processes and procedures are adopted.

  Draft marketing proposals within set budgets for marketing campaigns and collaterals.

  Create and present weekly/monthly customer feedback, social media and call center statistics report to the management and share recommendations basing on the report.

Bachelors Degree in Enterpreneurship

CPA 2