Mourine Njuguna
Marketing Communications Lead And Customer Service Expert | Experienced ESL Educator.
London,ENG
Summary
Accomplished Marketing Communications Lead and Customer Service Expert with a proven track record of driving significant business growth and enhancing customer satisfaction. Over 5 years of experience as an ESL Educator, resulting in a 20% increase in student enrollments and a 100% retention rate. Successfully boosted annual sales by 25% and achieved a 96% global customer retention rate through innovative marketing strategies and unparalleled customer service. Known for developing high-impact educational programs that elevate student engagement and proficiency. Exceptional at leading cross-functional teams to optimize operations and deliver outstanding results. Ready to leverage diverse expertise to drive organizational success and exceed performance targets
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Marketing lead
Konnect Trading Company
1 2020 - 4 2024
- Achieved 25% Annual Sales Growth: Collaborated with senior management to set and surpass operational performance targets for marketing and customer service teams, driving a 25% increase in annual sales.
- Enhanced Sales Presentations: Improved the effectiveness of sales presentations and client meetings by developing and maintaining high-impact marketing materials in collaboration with product development teams.
- Attained 96% Global Customer Retention: Fostered strong customer relationships and successfully renegotiated terms through consistent communication, resulting in a 96% global customer retention rate.
- Expanded Market Presence: Drove significant business growth by forming strategic partnerships and engaging potential clients, effectively expanding market presence and enhancing business development.
ESL Foreign Language Teacher
International Institute Of Education (i2-Education)
09.2022 - 05.2023
- Increased Enrollment by 20%: Enhanced students' conversational abilities and reading levels through a tailored ESL curriculum and innovative teaching methods, resulting in a 20% rise in student sign-ups.
- Achieved 100% Retention: Boosted student engagement and maintained a 100% retention rate by implementing practical-based learning activities like shopping trips and restaurant visits, which also led to high referral rates.
- Optimized Performance Tracking: Improved student performance and progress tracking with comprehensive monthly academic reports and regular client communications, ensuring an effective and supportive learning environment.
- Enhanced Program Visibility: Increased program visibility and student participation by creating impactful promotional materials, including videos and photos of classes, and conducting engaging demos and trial lessons.
- Enriched Learning Experience: Collaborated with the marketing team to develop and lead diverse enrichment activities, supplementing classroom instruction with real-world experiences and engaging activities.
- Developed Social Skills: Supported students in developing essential social skills through structured activities and positive reinforcement, fostering a well-rounded learning experience.
- Created a Nurturing Environment: Contributed to a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students, ensuring a holistic approach to education.
Foreign English Teacher
UncleSam English Training School
06.2020 - 08.2022
- Enhanced Language Skills and Confidence: Taught beginning and mid-level English courses to Chinese students aged 3 to 12, leading to significant improvements in language skills and increased student confidence.
- Increased Enrollment: Effectively communicated the English language program to parents and potential clients through personal conferences, meetings, and various media, resulting in a 45% quarterly increase in new student sign-ups.
- Motivated Diverse Learners: Developed over 20 weekly lesson plans and instructional materials, effectively motivating students and catering to a wide range of abilities within the class.
- Boosted Student Engagement: Organized and led engaging in-class and inter-class activities, including drama and spelling competitions, which significantly enhanced student participation and interest.
- Improved Language Proficiency: Assigned targeted reading and spelling homework, and administered weekly oral tests, which strengthened students' ability to confidently express themselves in English.
ESL Teacher
Rael English Training School
01.2019 - 01.2020
- Enhanced Language Instruction: Developed and implemented lesson plans aligned with English Language Proficiency Standards (ELPS), significantly improving the effectiveness of language instruction and student outcomes.
- Tailored Instruction for Improved Proficiency: Assessed students' English speaking and comprehension skills to customize instruction, resulting in measurable improvements in language proficiency.
- Supported Diverse Learning Styles: Designed and delivered varied lesson plans and activities that catered to different learning styles, ensuring an inclusive and effective language acquisition process.
- Achieved Significant Language Gains: Created engaging activities and assignments that led to a 65% increase in students' ability to speak basic English, demonstrating substantial progress in language learning.
- Leveraged Technology for Interactive Learning: Utilized technology to develop interactive and enjoyable English learning experiences, enhancing student engagement and making the learning process more effective
ESL Teacher
LEBEI INTERNATIONAL CHILDREN'S ENGLISH CLUB
9 2017 - 1 2019
- Organized and Executed Special Events: Curated and executed four engaging English-speaking events and activities each month, significantly increasing student interest and enthusiasm for learning English.
- Leveraged Technology for Interactive Learning: Developed and utilized interactive teaching tools, such as ESL games and online PK activities, enhancing student engagement and language practice.
- Enhanced Language Practice with Newsletters: Created and distributed monthly ESL newsletters featuring fun information and exercises, boosting students' English practice outside the classroom.
- Customized Lesson Plans: Designed and delivered engaging lesson plans tailored to various learning styles, effectively accommodating diverse student needs and improving overall learning outcomes.
- Fostered a Positive Learning Environment: Encouraged student participation through creative activities, fostering a supportive and dynamic English-learning environment.
Customer Care Agent
Startimes Kenya
11.2015 - 08.2017
- Enhanced Customer Satisfaction: Assisted 80 to 100 Startimes subscribers daily in troubleshooting decoder and digital TV issues, resulting in high customer satisfaction and loyalty.
- Achieved High Client Retention: Effectively resolved product and service concerns, contributing to a high client retention rate and driving increased sales.
- Optimized Support Operations: Improved customer support efficiency by establishing collaborative service environments and implementing targeted operational initiatives.
- Streamlined Customer Care: Provided exceptional service by addressing requests, assisting with product selection, and managing ordering functions, leading to improved customer experience.
- Fostered Brand Loyalty: Offered empathetic assistance to distressed customers, demonstrating genuine concern and building strong brand loyalty through effective problem resolution.
Collections Representative
AFB Kenya Ltd
07.2014 - 09.2015
- Managed High-Volume Call Activity: Efficiently handled 100 outbound and inbound calls daily in a fast-paced call center environment, achieving effective debt collection and maintaining high productivity.
- Optimized Payment Collection: Utilized scripted conversation prompts to clearly convey account information and secure payments, significantly improving debt recovery rates.
- Accurately Documented Financial Information: Recorded detailed information regarding customers' financial statuses, ensuring accurate account management and reporting.
- Streamlined Payment Processing: Processed payments and managed contracts efficiently, contributing to timely and accurate account updates.
- Excelled in a High-Demand Environment: Successfully maintained a high volume of calls and met the demands of a busy team, demonstrating strong organizational skills and resilience.
Direct Sales Representative
Equatorial Commercial Bank
01.2014 - 03.2014
- Increased Product Awareness: Successfully promoted retail and corporate products and services of Equatorial Commercial Bank, leading to a notable increase in customer engagement and product uptake.
- Enhanced Sales Strategy: Developed and implemented a data-driven sales strategy based on consumer buying trends and market conditions, contributing to improved sales performance and market positioning.
- Optimized Sales Support: Directed sales support staff in administrative tasks, enabling sales representatives to focus on closing deals and enhancing overall sales effectiveness.
- Achieved Sales Targets: Collaborated with the sales team to consistently meet or exceed personal quotas, driving team success and contributing to the achievement of sales targets.
- Delivered Exceptional Customer Service: Provided knowledgeable and friendly support throughout the account opening process, leading to high customer satisfaction and positive feedback on service levels and product upgrades.
Strategic Planning Intern
Ministry of Youth Affairs and Sports
02.2013 - 12.2013
- Recommended Optimal Solutions: Leveraged specialized planning knowledge to recommend the most effective options and respond to unique circumstances, enhancing decision-making and strategic outcomes.
- Enhanced Coordination: Facilitated cross-entity collaboration within the Ministry, providing actionable information and fostering a unified approach to strategic initiatives.
- Strategized Economic Planning: Organized and implemented the economic strategy for the 2012-2013 Medium Term Plan, aligning with Vision 2030 goals and contributing to long-term economic development.
- Managed Performance Reporting: Compiled and managed performance contracts and reports, ensuring accurate and comprehensive documentation of organizational performance.
- Supported Strategic Planning: Provided structure and guidance to drive organizational planning efforts, including the development of the interim 5-year strategic plan for the National Youth Council and the annual work plan, resulting in effective and focused strategic direction.
Education
Bachelor of Science - International Business Administration, Finance
United States International University
05.2010 - 05.2014
Skills
Business Development
Empathetic Customer Service
Strategic Planning
Operational Coordination
Technology Integration
Marketing and Promotion
Customer Retention
Sales Strategy
Performance Tracking
Curriculum Development
Certification
03/01/2021, E-Commerce and Digital Marketing, KEPSA
Languages
English
Proficient
C2
Chinese
Upper intermediate
B2
Kiswahili
Proficient
C2
Timeline
ESL Foreign Language Teacher
International Institute Of Education (i2-Education)
09.2022 - 05.2023
Foreign English Teacher
UncleSam English Training School
06.2020 - 08.2022
ESL Teacher
Rael English Training School
01.2019 - 01.2020
Customer Care Agent
Startimes Kenya
11.2015 - 08.2017
Collections Representative
AFB Kenya Ltd
07.2014 - 09.2015
Direct Sales Representative
Equatorial Commercial Bank
01.2014 - 03.2014
Strategic Planning Intern
Ministry of Youth Affairs and Sports
02.2013 - 12.2013
Bachelor of Science - International Business Administration, Finance
United States International University
05.2010 - 05.2014
Marketing lead
Konnect Trading Company
1 2020 - 4 2024
ESL Teacher
LEBEI INTERNATIONAL CHILDREN'S ENGLISH CLUB
9 2017 - 1 2019
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