communications

CHARITY MBESA MULE

PERSONAL AND CONTACT INFORMATION

Email: ************@*****.***

Phone: +254*********

Address: P.O. Box 7479-00200 Nairobi.

Date of Birth: 14th May 1990

CAREER OBJECTIVE

To work with a desire of effecting positive change by tapping in my potential while being part of a team that endeavours to bring about development, success and highly upholds human dignity.

WORK EXPERIENCE

April 2015- March, 2016: National Museums of Kenya

Position- Volunteer attached to Public Relations Division.

Duties and Responsibilities:

Greeting and welcoming customers warmly and ascertaining their problem or reason for calling

Building good rapport with clients and turning an angry customer into a happy one.

Dealing politely but firmly with demanding customers

Making sure that every customer who comes through the door leaves happy, by providing help and advice whenever possible

Answering customer queries and offering information via a variety of methods including face- to- face, over the phone, email and the social media

Keeping up –to- date with all the latest products and promotions so I can explain it to customers who may be interested

Handling customer complaints and providing information about the organizations products and services

Responding quickly and diplomatically to client concerns to ensure superior service and satisfaction

Assisting in organization and follow- ups of AGMs as delegated by the corporate affairs manager

Preparing news articles and stories about the exhibitions in the National Museum of Kenya gallery

October- December, 2014: National Social Security Fund

Position- Intern attached to the Public Relations division and the Call centre.

Duties and Responsibilities:

Identifying and assessing customer’s needs to achieve satisfaction

Building sustainable relationships of trust through open and interactive communication with customer

Providing information about products and services of the NSSF via communication tools like social media and email

Effectively managing large amounts of incoming calls

Taking the extra mile to engage customers and get their feedback on what they think about the services rendered by NSSF and responding promptly

Ensuring ongoing and consistent customer satisfaction by providing on- time delivery and follow-ups

Registered and welcomed guests at annual corporate events, setting an energetic social tone

.Media content analysis in the dailies and the social media

Participated in writing for the NSSF’s annual newsletter

Managing office administrative duties

ACHIEVEMENTS

Demonstrated professional etiquette and manners when interfacing with customers which resulted to 50% improved feedback of customers from 30%

Resolved customer complaints by identifying problems and taking appropriate corrective action which resulted in 60% increase in department’s efficiency from 40%

Liaised with the customer service team to ensure proper customer service is being delivered

Improved the efficiency of customer service department by 20% rising previously from 45% to 65% by training other interns about customer service

Increased sales and customer awareness tremendously from 50% to 80% by distributing NSSF’s guide books that stipulated terms and conditions of the company’s products.

EDUCATION HISTORY

2011 to 2014- University of Nairobi-Kenya

(Bachelorof Arts Degree in Journalism and Media studies (public relations option –graduated with second class honors upper division)

2006-2009- Kathiani Girls’

(Kenya Certificate of Secondary Education)

2001-2005- St. Joseph’s Boarding Primary School- Mbiuni

HOBBIES

Participating in voluntary, Community Development Services like Beyond Zero Campaign.

Reading motivational books

Travelling to new places and enjoying new cultures

Cooking and hosting friends

Solving puzzles

OTHER SKILLS

Computer literacy- Microsoft, Excel, Access, Database, power-point

Language skills- fluent in written and spoken English and Swahili

Taking initiative to do tasks and invent easier ways to approach assignments

Excellent relations skills

Personal Development skills

REFEREES

Caroline Waweru

P.R.O NSSF

P.O Box 305**-***** Nairobi

Email: *********@*****.***

Cell phone: 072*******

Silas Oriaso

Lecturer, University of Nairobi

P.O Box 301**-*****-G.P.O,Nairobi-Kenya

Email Adress: ********@*****.**.**

Cell phone: 072*******

Bernard Musau

Campus Principal, Zetech University

P.O Box 2768-00200, Nairobi

Email Adress: bernard.musau@ zetech.ac.ke

Cell phone: 072*******

Douglas W. Musau

Director, GNLD International

P.O Box 103***-*****,Nairobi

Email Address: *********@*****.***

Cell phone: 072*******

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