Karen Muthoni Nyaguthii
Nairobi
Summary
Experienced communications professional with a proven track record at Nairobi City Water & Sewerage Company Ltd, specializing in stakeholder management, strategic communication, and event management. Demonstrated ability to enhance corporate and social media engagement through effective messaging and content creation. Skilled in relationship building and leveraging communication strategies to drive organizational goals
Overview
15
15
years of professional experience
Work History
Corporate Affairs & Liaison Assistant
Nairobi City Water & Sewerage Company Ltd
10.2016 - Current
- Company Overview: Nairobi Water is a water service provider mandated to provide and manage water and Sewerage services in Nairobi
- Supporting the development and implementation of the Corporate communication and social media strategy
- Relationship building and Stakeholder management including mapping, identifying opportunities to engage stakeholders through key acceptable messages, creating detailed plans for engagement activities
- Participating in planning and execution of key internal and external activities and events such as workshops, expos, media tours and bench-marking events
- Researching, fact-checking, editing, and assisting in the production of professional communication products and content for various audiences and platforms, such as presentations, profiles, briefing notes, factsheets, and media briefs.
- Providing administrative and logistical support for the Board of Directors including budget tracking
- Supporting the efficient provision of communication services by providing accurate and clear information including identifying communication challenges and providing potential solutions
- Nairobi Water is a water service provider mandated to provide and manage water and Sewerage services in Nairobi
Customer Service Executive
Chandaria Industries Ltd
11.2013 - 09.2016
- Company Overview: Chandaria Industries is a manufacturing company for tissue and hygiene products sold and distributed within Kenya, East & Central Africa with brands such as Velvex, Toilex & Nice & Soft
- Customer engagement and stakeholder management including supporting the Company’s CSR initiatives
- Providing excellent customer service by efficiently resolving issues and responding to inquiries enhancing customer relations
- Streamlining communication between various departments and customers enhancing relationships with the field teams and other stakeholders to support business development opportunities and improve service delivery
- Maintained accurate customer account data with manual forms processing and digital information updates
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction
- Chandaria Industries is a manufacturing company for tissue and hygiene products sold and distributed within Kenya, East & Central Africa with brands such as Velvex, Toilex & Nice & Soft
Front Office/ In-house Sales Executive
Kim-Fay East Africa Ltd
04.2010 - 07.2013
- Company Overview: Kim Fay East Africa is a manufacturer and provider of home and hygiene products with brands such as Fay and Kleenex
- Relationship building and management of existing and new clients and maintaining client database
- Handling inquiries and customer complaints ensuring that follow up is undertaken
- Resolving product or service problems including offering alternative solutions
- Conducting on-site product demonstrations to highlight features and answer customer questions and redirect concerns toward positive aspects
- Assessing the requirements of current and potential customer and proposing optimal solutions
- Directing incoming calls to internal personnel and departments, routing to best-qualified department
- Kim Fay East Africa is a manufacturer and provider of home and hygiene products with brands such as Fay and Kleenex
Education
Master of Arts - Communication Studies
United States International University-Africa
Nairobi11-2021
Bachelor of Arts - Communication & Media Technology
Maseno University
09-2008
Skills
- Excellent oral and written communication skills
- Relationship Building
- Stakeholder Management
- Advocacy & Diplomacy
- Research and Report writing
- Events Management
- Proof reading and Editing
- Content Creation
- Social Media and Website Support
- Strategic communications
- Messaging and speechwriting
Affiliations
Registered Full Member of Public Relations Society of Kenya
Volunteer Experience
Women in Water and Sanitation,
Secretariat - Communications Associate 01/01/21-Present
- Handling members' correspondence.
- Stakeholder management.,
- Events planning and coordinating (workshops, seminars/webinars, meetings, etc.)
- Developing and collecting, writing and editing content for the quarterly newsletter.
- Managing social media pages.
- Photography and collating of stories.
- Supporting committee activities and managing meetings.
- Supporting resource mobilization efforts as well as meeting the information needs of relevant stakeholders.
Trainingsandseminars
- Reputation Management: Mitigating crisis situations
- Water and Institution Governance
- Strategic Public Affairs and Government Relations
- Executive Workshop on Meetings
- Accelerating Gender Equality in Water & Sanitation
Languages
English
First Language
English
Proficient (C2)
C2
Swahili
Proficient (C2)
C2
Websites
References
References available upon request.
Timeline
Corporate Affairs & Liaison Assistant
Nairobi City Water & Sewerage Company Ltd
10.2016 - Current
Customer Service Executive
Chandaria Industries Ltd
11.2013 - 09.2016
Front Office/ In-house Sales Executive
Kim-Fay East Africa Ltd
04.2010 - 07.2013
Master of Arts - Communication Studies
United States International University-Africa
Bachelor of Arts - Communication & Media Technology
Maseno University