Esther Wanjiru
Camden,United States of America
Summary
Accomplished customer service expert with a strong orientation towards results and extensive experience in customer retention strategies, complaint resolution, and staff education. Demonstrates proficiency in coaching and performance support, leveraging skills in active listening, persuasive speaking, and detailed product demonstrations to enhance customer rapport and satisfaction. Adept at using Salesforce and Microsoft Office to manage customer data protection and feedback management effectively. Committed to continuous improvement through social strategy development and campaign A/B testing, aiming to drive business growth through innovative automated marketing solutions.
Overview
16
16
years of post-secondary education
13
13
years of professional experience
Work history
Social Media Specialist
Etihad Airways
Abu Dhabi, United Arab Emirates
2022.02 - 2025.06
- Increased brand visibility by creating engaging content for social media channels.
- Managed online community for improved customer engagement and satisfaction.
- Boosted brand reputation with effective crisis management on social media platforms.
- Improved organic search results by implementing SEO strategies in social media posts.
- Developed social media marketing campaigns for successful product launches.
- Handled multiple social media accounts for enhanced online presence.
- Used data analytics tools to track performance of various campaigns.
- Responded to comments, messages and feedback to build brand activity profiles.
- Maintained brand values, verifying consistent copy and visual tone in line with brand guidelines.
- Evaluated social media insights to improve reach during and after campaign delivery.
- Boosted public image for target audiences using multiple engagement platforms.
- Maintained consistent brand voice and style across content.
- Planned daily operations to focus team efforts on current priorities.
- Managed over 50 customer calls per day
- Increased sales by 10%".
Senior Customer Service Agent
Emirates Airlines
Dubai, United Arab Emirates
2017.04 - 2020.09
- Display excellent motivational leadership, delegation and mentoring in-order to facilitate customer satisfaction.
- Support, coach, empower, develop and motivate all team members, and peers, to build morale and ensure excellent discipline and grooming standards.
- Encourage friendly and professional multi-cultural work environment.
- Acts as mentor to Airport Services Agents and Assistants as and when required, in order to give them confidence and to impart knowledge and experience necessary for Agents/Assistant to progress within Airport Services Organization.
- Increased sales by 10%.
Baggage Services Agent
Dnata
Dubai, United Arab Emirates
2015.11 - 2017.04
- Supervising porters during offloading of baggage to ensure safety procedures are followed.
- Handling arrival baggage and ensuring bags are offloaded as per sequence.
- Ensuring that transfer baggage is sent to correct laterals.
- Making sure that arrival baggage is delivered on time to passengers.
- Being helpful team player with colleagues to ensure prompt services.
- Managed about 20 porters for offloading baggage.
Customer Support Specialist
Gulf Business Centre
Abu Dhabi, United Arab Emirates
2013.12 - 2015.07
- Handling reception of GBC Business Centre, answering telephone calls, taking messages for in-house clients, responding to customers/client's needs and requirements professionally.
- Building close working relationship with all in-house clients.
- Professionally handling walk-in prospective clients and closing sale.
- Building strong relationships with local Real-Estate agents handling commercial leasing.
- Maintaining and building relationships with on-line brokers.
- Identifying and in rolling new on-line brokers from different markets.
- Conducting tile-marketing with Business Groups and embassies.
- Preparing press releases and issuing to local newspapers at least 4 times every year.
- Updating and enhancing GBC website.
- Assisting Centre Manager in all accounting requirements.
- Prepare and submit weekly sales and marketing report to management.
- Enhancing revenue by identifying client's needs.
- Assist management in preparation of annual business plan.
- Identify competitors and be knowledgeable of their pricing strategy, strengths and weaknesses.
- Conduct sales calls to clients and brokers with external visits.
Hostess/ Cashier
November
Dubai, United Arab Emirates
2012.05 - 2013.01
- Taking and handling of reservations and assisting in table arrangement or any special instructions from guests.
- Doing cashiering and handling of outlet checks.
- Ensuring that daily, weekly and monthly data and information is up to date which include outlet covers, revenue overview, sales figures and manager's logbook.
- Performed Surveys with customers during online reviews.
- Handled over 100 customers especially during Friday Brunches.
Education
A-Levels - General Study
Hill Top High School
Nairobi 2006.01 - 2009.11
Kenya certificate of primary education - General Studies
Kahawa Garrison Primary School
Nairobi 1997.01 - 2005.11
Certificate - Hospitality Management
Association Of Business Managers and Administrators
Nairobi , Kenya 2006.09 - 2007.10
Higher National Diploma - Hospitality Management
The Institute Of Commercial Management
Nairobi, Kenya 2006.11 - 2008.11
Skills
- Customer retention strategies
- Urgent complaint handling
- Feedback management
- Complaint resolution
- Customer service expert
- Administrative support
- Customer rapport building
- Customer Needs Analysis
Name & contact
Esther, Wanjiru
esther_wanjiru2001@yahoo.com
+13024439324
Timeline
Social Media Specialist
Etihad Airways
2022.02 - 2025.06
Senior Customer Service Agent
Emirates Airlines
2017.04 - 2020.09
Baggage Services Agent
Dnata
2015.11 - 2017.04
Customer Support Specialist
Gulf Business Centre
2013.12 - 2015.07
Hostess/ Cashier
November
2012.05 - 2013.01
Higher National Diploma - Hospitality Management
The Institute Of Commercial Management
2006.11 - 2008.11
Certificate - Hospitality Management
Association Of Business Managers and Administrators
2006.09 - 2007.10
A-Levels - General Study
Hill Top High School
2006.01 - 2009.11
Kenya certificate of primary education - General Studies
Kahawa Garrison Primary School
1997.01 - 2005.11