IRENE WANJIRA KIRU
Customer Experience
Nairobi
Summary
Communication and Administrative Assistant coordinating executive communication, meeting documentation, correspondence, and confidential information to keep business operations moving smoothly. Strengthens stakeholder engagement and service follow-up by resolving issues, standardizing communication processes, and supporting cross-functional teams. Supports leadership events, reports, and presentations with clear, timely administrative execution.
Overview
8
8
Certifications
14
14
years of professional experience
Work History
Communication and Administrative Assistant
Farmers Choice Limited
, Nairobi Province
09.2022 - Current
- Coordinate executive and stakeholder communication to support efficient business operations and effective information flow.
- Prepare reports, presentations, correspondence and meeting documentation for leadership.
- Manage confidential information with professionalism and discretion.
- Support customer experience initiatives by coordinating stakeholder communication, resolving service-related issues and ensuring timely follow-up.
- Collaborate with cross-functional teams to improve communication and service delivery.
- Coordinate executive meetings, corporate events and administrative activities.
- Key Achievements
- Standardized communication processes, improving information flow across departments.
- Built strong working relationships with internal stakeholders while supporting customer-focused operations.
Customer Experience & Digital Communication Lead
Imara Mediplus Hospital
04.2017 - 08.2022
- Managed customer inquiries across multiple communication channels, ensuring timely resolution and a positive patient experience.
- Handled complaints, coordinated service recovery and followed up with relevant departments.
- Implemented customer feedback initiatives that supported continuous service improvement.
- Monitored customer concerns and prepared reports to support management decisions.
- Supported patient experience initiatives through customer engagement and digital communication strategies.
- Key Achievements
- Contributed to workflow improvements that enhanced patient experience.
- Improved customer engagement through targeted communication initiatives.
Customer Experience & Social Media Manager
Oxygen 8 (Kenya Lotto)
06.2015 - 05.2017
- Delivered multi-channel customer support while meeting service standards.
- Managed digital customer engagement and online brand reputation through timely responses.
- Handled customer feedback and supported faster issue resolution.
- Key Achievements
- Maintained consistently positive customer interactions.
- Increased digital engagement through proactive communication.
Sales Lead & Customer Experience Executive
Select Credit Management
01.2013 - 05.2015
- Managed customer relationships, sales administration and client accounts.
- Resolved client concerns while supporting daily operations and customer retention.
- Prepared sales reports and coordinated payroll administration.
- Key Achievements
- Improved reporting accuracy, supporting faster business decision-making.
Education
Bachelor of Journalism and Mass Communication -
Technical University of Mombasa
01-2015
Skills
Customer Experience Management
Customer Journey Management
Customer Relationship Management (CRM)
Service Delivery
Executive Administrative Support
Certification
ESG Specialization – Corporate Finance Institute (2025)
Timeline
Communication and Administrative Assistant
Farmers Choice Limited
09.2022 - Current
Customer Experience & Digital Communication Lead
Imara Mediplus Hospital
04.2017 - 08.2022
Customer Experience & Social Media Manager
Oxygen 8 (Kenya Lotto)
06.2015 - 05.2017
Sales Lead & Customer Experience Executive
Select Credit Management
01.2013 - 05.2015
Bachelor of Journalism and Mass Communication -
Technical University of Mombasa