Summary
Overview
Work History
Education
Skills
Timeline
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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

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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

Basic Google Analytics course, Google Training First Aid Training - undefined

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