Tiyo Wako

Customer Service Representative , Social Media Specialist

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.

Multimedia University of Kenya

Diploma in Journalism

May 2021 – Dec 2023

Coursework: Broadcast Journalism, Public Relation, Social Media Management