Tracy Mugo

TRACY MUGO REMOTE - EMEA--PROFESSIONAL SUMMARY A detail-oriented Customer Success Professional with 8 years of experience in Content Moderation, Community Engagement, analyzing client problems, and proffering effective solutions that foster an increase in organizational revenue and productivity. With an impeccable track record of working independently and remotely, across multiple e-Commerce platforms to provide Customer Support via Live chat, email, and social media platforms. Ability to provide customer satisfaction through empathy and problem-solving. Develop proficiency in Project Management, Process Improvement, Relationship Management, Client Acquisition, Loyalty, and Retention Strategies. SKILLS ● ● ● ● ● ● ● ● ● Compassionate Problem-solving skills. Critical thinking and multitasking skills. Exceptional customer satisfaction and retention skills. Email marketing skills. Loom, Zoom, Salesforce, Hubspot, Zendesk, Gorgias, Slack, and Shopify software skills. Proposal writing, report generation, and presentation skills. Research and investigation skills. Excellent organizational skills with high attention to detail. Excellent written and verbal communication skills. EXPERIENCE LTVPlus, REMOTE USA— CUSTOMER SUPPORT AGENT FEBRUARY 2022 - AUGUST 2022 ● Moderated content on social media platforms. ● Engaged with customers/clients’ online community. ● Ensured customer satisfaction by resolving customer issues using Zendesk, Gorgias, Shopify, and Slack. ● Reduced customer churn. ● Kept a record/ data of all customer interactions. PROLOX SOLUTIONS, REMOTE EMEA— CLIENT RELATIONS SPECIALIST JANUARY 2020 - JANUARY 2022 ● Prepared reports and managed documentation. ● ● ● ● Resolved client queries via email, chat, and social media. Collaborated with other teams i.e Finance and production teams. Conducted investigative research. Optimized and supported workflow by keeping open communication with internal team members and business operations. IMAGE REGISTRARS, KENYA— ACCOUNT MANAGER AUGUST 2014 - DECEMBER 2019 ● Developed a work plan, and trained and led a minimum of 100 data entry clerks. ● Managed a high volume of inbound/outbound calls, emails, chats, social media posts, and walk-in customers. ● Planned and managed Annual General Meetings, Shareholder tours, and workshops. ● Organized travel for an average of 300 shareholders. ● Reconciled bank account statements after dividend payout. ● Prepared quarterly client reports. ● Prepared spreadsheets for bulk data imports. Key Achievement Led a team during a rights issue project that was completed in an industry record time of a month and had a 92% success rate. EDUCATION AFRICA NAZARENE UNIVERSITY, KENYA— BACHELOR OF COMMERCE IN BANKING AND FINANCE. JANUARY 2013 - APRIL 2016 SKYLINK FLIGHT SCHOOL, KENYA— PRIVATE PILOT LICENCE JANUARY 2011- OCTOBER 2012 CERTIFICATES BUSINESS ETHICS AND COMPLIANCE -2016 GOOGLE IT SUPPORT - ONGOING REFERENCES AVAILABLE ON REQUEST