Jemimah Ivy Nkatha

Designed and scheduled 5–7 branded social media posts per week using Canva while maintaining a daily content calendar. Monitored comments and direct messages, responded to customer inquiries, and escalated qualified buyer interest to the sales team. Maintained engagement and content records to support follow-up and marketing decisions, and reviewed weekly insights to improve what content to repost, refresh, or plan next.

Managed approximately 25–35 customer inquiries per shift in Salesforce, resolving subscription, billing, account-access, and account-health concerns while maintaining detailed case documentation. Kept CRM notes and account updates current for 150+ customer interactions per week to support accurate follow-up and case continuity. Followed up on 10–15 unresolved cases weekly, escalating technical, service, and billing issues to internal teams. Used structured follow-up workflows to maintain consistent touchpoints and support ongoing engagement. Supported POS operations and financial tracking while keeping customer and transaction information accurate.

Supported onboarding and account activation for approximately 10–20 customers per day, ensuring accurate information capture for post-sale service delivery. Standardized account documentation and handoff information to enable smooth transitions to technical support and operations teams. Followed up with customers after activation to resolve service concerns, support product usage, and identify relevant product opportunities. Monitored territory sales activity and account usage to uncover customer needs and potential growth.