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Social Media Customer Service

Nairobi, Nairobi County, Kenya
March 26, 2020

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Media Professional

Tel: +254-***-***-***/ +254-***-***-***



An accomplished Media Professional with extensive knowledge of communication and public relations. Familiar with determining which platform is best suited for each piece of content and maintaining friendly relationships with clients. Enthusiastically seeking a role to leverage background and formal training to maintain an organization’s public view and ensure publicity goals are met.



Social Media Management

Website Management

Customer Service

Complaint Handling




Strategic Planning

Database Management

Microsoft Office Suite


Bachelor of Arts (Communication & Public Relations): Daystar University, 2017

Kenya Certificate of Secondary Education: Hospital Hill High School, 2011


August 2018 to September 2018: Impact by Design

Position: Assistant Public Relations Officer

Job Summary: Responsible for promoting, managing and maintaining the public’s view of the organization and service and ensure, publicity goals are met

Duties & Responsibilities


Assisted in the development of internal and external communications in the department.

Assisted coordinate successful and timely release of newsletters and other internal communications.

Worked with media outlets to publish timely company information, such as press releases, brochures, and other materials and ensuring communication strategy is consistent and reflects the company’s strategic vision.

Served as main information source for all media contacts requesting data, insights and media opinion influences.

Calendar Management

Assisted coordinate the organizations official calendar

Assisted coordinate staff in the arranging and running trainings and represent the association at such events

Customer Service

Ensured a high level of customer service, handled complaints and brought them to the attention of the relevant departmental head.

Responded to enquiries from the public, media and other organizations.

Advocated on behalf of the company brand with external stakeholders and the media across all communications channels.

Social Media & Website Management

Assisted develop online content strategy and manage content workflow thereby ensuring that the Society’s websites and social media platforms are updated regularly with the relevant information.

Carried out social media interactions and provided advice and selected the best use of media and overall communications channels

Helped support the development and use of social media platforms to further engagement and community-building


Helped create and develop marketing materials and campaign assets for membership recruitment drives and advertisements.


Assisted to formulate and manage the public relations budget and ensuring cost effective practices.

Strategic Planning

Helped identify and evaluate opportunities to improve the association’s media presence to ensure target audiences are being effectively reached

Assisted develop and execute strategies that were intended to create and uphold a positive public image for clients by working, forming and managing relationships

Assisted develop and execute clients’ public relations programs, Corporate Social responsibility and publicity activities.

Database Management

Was responsible for the database list, update, entry and cleanup

November 2017 to May 2018: National Bank of Bank

Position: Intern – Digital & Corporate Communication Department

Duties & Responsibilities

Assisted in media monitoring by tracking all bank related news on print materials as covered in the major newspapers.

Structured press releases for different launch campaigns.

Structured speeches for the Managing Director, Chairman and other speakers for distinct bank events.

Generated and updated content for internal public on intranet.

Managed social media platforms i.e. Facebook, Twitter, Instagram.

Updated weekly social media reports.

Updated monthly media coverage reports.

Involved in pre, during and post preparation of the bank’s corporate events.

Generated and compiled stories for the weekly E-newsletter (Linked & Wired).

Took photographs during events in the organization.

Participated in Corporate Social Responsibilities (CSR) events.

Communicated to all branches via the branch managers on behalf of marketing department.

May 2017 to October 2017: National Bank of Kenya

Position: Attaché – Call Centre Department

Duties & Responsibilities

Received inbound calls, advised customers and escalated unresolved complaints to other departments.

Conducted market surveys and advised top management on customer feedback.

Made outbound calls to customers with dormant, overdrawn and new accounts with zero balance to activate and fund their accounts.

Participated in mystery shopping by carrying a survey on all branches, analyzing the data and presenting feedback to top management.

Supported outbound team in carrying out monthly customer satisfaction surveys, analyze the data and advise top management on customer’s feedback.

Developed questioners and call scripts to be used when conducting outbound activities.

Tracked daily performance of outbound team and reporting all funded accounts.


Trainings and Workshop

February-May 2019: I enrolled in for a Pastry and Bakery course.

January-October 2012: I enrolled in an ex-candidate program called the Doulos School of Excellence (DSE).

January-October 2013: I volunteered in the Doulos School of Excellence (DSE) as a facilitator.

Professional Trainings

January-October 2012: Computer Packages at the Doulos School of Excellence.

Hobbies and Interests

Community service, reading novels, baking and travelling.


Wanjiru Kiritu


Impact by Design


Tel: 073*-***-***

Tabitha W. Mburu

Administrative Assistant

Marketing, Corporate Communications & Customer Experience

National Bank of Kenya


Tel: 072*******

Patrick Kinyua

Manager, Digital & Marketing Communications

National Bank of Kenya


Tel: 071*-***-***

Contact this candidate