Customer Service

RACHEL TATA MANYASI

Communication and Public relations Professional

TEL: 254 (0-704******

EMAIL: ******.****@*******.***

CAREER PROFILE SUMMARY

A proactive professional experienced in managing and analysing customer requests to resolve issues accurately and in a timely manner in order to win customer loyalty. Skilled media,communications and public relations professional experience in fostering positive relationships between organisations,stakeholders and media. My strengths revolve around corporate communication strategies implementation and campaigns, internal and external stakeholder communications,advanced content creation and development, digital and social media management, brand management,Public and Media Relations, Graphic Design and Website Management, News and Press Release Development,Negotiation, market research and crisis management. Strong communication skills and confident presentation abilities to deliver promotional campaigns around advocacy, media addresses,and reports to executive management. Profound understanding of the importance of good publicity,reputation management, and timely response to PR inquiries in the development and success of an organisation.

KEY SKILLS AND COMPETENCIES

● Communication and Strategic management; Proven ability to develop and implement effective communication strategies to achieve advocacy goals.

● Customer Relations: Adept with managing customer service operations and providing proactive customer engagement through reviewing customer issues and proactively recommending solutions tailored to suit their needs

● Public and Media relations ; Conversant with developing news stories and in shaping multimedia products; Ability to operate in a multilateral environment and work with broader coalitions, including engaging women’s, youth, other civil society movements and the private sector.

● Campaign management : Ability to conceptualise, design and implement major information campaigns

● Digital marketing : Knowledge of social media platforms and experience in social media outreach.

● Problem-solving skills; Emotional intelligence: Remain calm in stressful situations,Inclusive collaboration; Conflict resolutions skill;

● Interpersonal skills and Communication skills: Strong written and oral communications skills to write and edit content, pitch and deliver promotional offers.

● Creativity: Creative self-starter who can take information and transform it into something unique, authentic, and memorable.

● ICT technology: Skilled at using technology and social media to increase sales and build brand awareness, and educate customers about product offerings.

● Organisation and time management: Proven organisation and time management skills and understanding of effective financial practices to guarantee that all campaigns are delivered on time and within budget. EDUCATIONAL BACKGROUND

● Bachelor of Science in communication and public relations; Karatina University.

● Kenya Certificate of Secondary Education; St Cecilia Misikhu Girls High School.

● Kenya Certificate of Primary Education : Enchoro Emuny primary school. CAREER HIGHLIGHTS

GREENLIGHTPLANET LIMITED (November to present 2022) Customer engagement executive.

Key contributions

Managing large amounts of inbound and outbound calls

Helped reduce the companies CES scores and improve the clienteles CSAT scores

Resolving product or service queries

Conducting product and service quality surveys with customers

Generating leads for the sales team

Supporting the collection of payments

Building repeat sales and retention

Working with multiple sales team and functional teams MULTICHOICE AT CALLTRONIX (January2021–To October 2021) Customer Service Executive

Key contributions

Handle all customer calls and queries.

Ensure client complaints are addressed.

Create networking opportunities for members.

Plan and coordinate member events such as workshops, training and activities. Offer exceptional Customer service

MOSHOP (October2020-January2021)

Customer Service Agent

Key contributions

Offer exceptional Customer service

Developing relationships with customers

Developed business clients and opened shopping accounts

Increased clientele pool

KENYA PORTS AUTHORITY (June2019–August2019)

Attaché-Communication assistant.

Key contributions

Managing files and records.

Correspondence on behalf of the organisation.

Routine clerical work

Documentation.

Report writing.

Newswriting.

PROFESSIONAL TRAINING AND CERTIFICATION

● Computer Packages, Zetech University

REFERENCES

Kennedy Omondi

Position: Team leader at Calltronix

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

Tel: 254*********

Catherine Mwendia

Position: Team leader at Greenlight Planet

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

Tel: 254*********

Clinton Matonda

Position: Team leader at greenlight Planet

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

Authority Tel: 254*********

Contact this candidate