DOREEN NJERI MUTISYA
Nairobi,Kenya
Summary
A results-oriented Communications and Public Relations Professional with foundational training in and over 6 years work experience in the Communications Industry and PR Management. With outstanding interpersonal skills, clarity of communication and ability to effectively manage teams, I am able to add value to any project or organization I am a part of. Delivers high-impact, dynamic product presentations to drive revenue growth.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Cuddle Clones
Louisville, Kentucky
10.2022 - Current
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Providing primary customer support to internal and external customers.
- Clarifying customer issues and determined root cause of problems to resolve product or service complaints.
- Updating account information to maintain customer records.
- Recommending products to customers, thoroughly explaining details.
- Using company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Responding to customer requests for products, services and company information.
- Promote superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Delivering prompt service to prioritize customer needs.
PR and Retail Manager
MyLook Enterprises
04.2015 - 12.2020
- The role involved interacting with internal and external customers across Kenya; liaised with the corporate communications team for events and product launches and also oversaw seasonal freelancer support for sample requests, day to day sample trafficking and reporting
- Corporate Communications:
- Respond to customer's requests promptly in a professional, polite and friendly manner
- Build and maintain business relationship with customers and external stakeholders, ensuring actions are processed promptly and accurately
- Direct requests and unresolved issues to the designated resource through the workflow tools
- Keep records of customer interactions, transactions, inquiries, comments and complaints via social media
- Manage order related administration
- Planned and implemented various corporate events in collaboration with the communications team
- Designed and produced sales and collateral presentation materials
- Designed and managed various marketing campaigns
- Assisted in development and coordination of specific customer communications
- Validate customer purchase orders & create internal sales orders, as required
- Keep customers up-to-date with current sales and new stock
- Stakeholder Engagement:
- Establish productive vendor relations to ensure quality of service to customers
- Communicate and coordinate with internal departments such as Training, Marketing, Business Development, Purchasing, Sales, and Product Management to effectively support the customer
- Increased brand awareness by researching and engaging specific market segments based on our products
- Facilitate inquiries and requests from media outlets, verify legitimacy of sources, and collaborate with colleagues on content development
- Write information-rich content to pitch to the public in promotional offers and campaigns by interviewing shareholders, community members, and product consumers
- Create factually correct and professionally written responses to crisis situations to uphold organizational integrity and maintain character and reputation
- Key Achievement: Received recognition for consistently espousing the ‘Partnership’ company value
Communications and Administrative Intern
MotoGari Ltd
12.2014 - 02.2015
- Key focus of this role was to Actively build strong relationships with customers and to gain understanding of their needs; Deliver excellent customer service and maximize sales opportunities
- This includes proactively identifying new customer opportunities and developing existing customer relationships to deliver volume and yield targets through diverse communication channels
- Customer Service:
- Provides accurate and timely reporting to meet both internal and customer requirements
- Solved problems with product quality issues customers called about by making referrals to the appropriate supervisor, or scheduling deliveries
- Work with customers and sales representatives to handle pre-sales functions
- Administrative support
- Ensures customer orders are posted in the system on time
- Assist in internal product purchasing and order fulfillment activities such as taking stock
- Improved service delivery by updating office supplies records and assisting in detailed analysis of consumption and restock cycles
- Maintain a database of customer sales orders
- Key Achievements and Initiatives: 1
- Worked with colleagues to address media coverage and promotional opportunities, create publicity campaigns, and identify improvements in communications
- 2
- Assisted in designing and executing nearly 20 promotional campaigns to build product awareness, garner positive media attention, and boost company reputation
- 3
- Commended for consistently strong writing skills in researching, drafting, editing, and organizing content for release to media.
Communications Intern, Office of the Vice President and Ministry
of Home Affairs
07.2012 - 09.2012
Social Media Intern
Nation Media Group
02.2012 - 05.2012
Customer Experience Intern
National Housing Corporation
11.2010 - 01.2011
Education
Bachelor of Mass Communication - undefined
Jomo Kenyatta University of Agriculture and Technology
Diploma - Mass Communication
Jomo Kenyatta University of Agriculture and Technology
Kenya Certificate of Secondary Education - undefined
Mbooni Girls’ High School
Basic Google Analytics course, Google Training First Aid Training - undefined
Skills
Social media marketing
PR strategy development
Event execution
Advertising and marketing
Strategic corporate guidance
Flexible and Adaptable
Multitasking Abilities
Organization and Time Management
Business correspondence
Public Relations
Social media expertise
Communications management
Media relations
Communications development
Strategic planning
Time management
Campaign management
Timeline
Customer Service Representative
Cuddle Clones
10.2022 - Current
PR and Retail Manager
MyLook Enterprises
04.2015 - 12.2020
Communications and Administrative Intern
MotoGari Ltd
12.2014 - 02.2015
Communications Intern, Office of the Vice President and Ministry
of Home Affairs
07.2012 - 09.2012
Social Media Intern
Nation Media Group
02.2012 - 05.2012
Customer Experience Intern
National Housing Corporation
11.2010 - 01.2011
Bachelor of Mass Communication - undefined
Jomo Kenyatta University of Agriculture and Technology
Diploma - Mass Communication
Jomo Kenyatta University of Agriculture and Technology
Kenya Certificate of Secondary Education - undefined
Mbooni Girls’ High School