Lilian Mutua
Media And Communications Specialist
Nairobi
Summary
Results-driven journalist with 5 years of experience in camera operations, live streaming, editing, and project management. Proven skills in customer relations, drone piloting, photography, and social media management. Strong communicator with a track record of meeting deadlines and exceeding organizational targets.
Overview
2
2
Languages
11
11
years of professional experience
Work History
Customer Care Agent
Glovo CCI Kenya
- Respond to customer, courier, and restaurant inquiries through chat, email, or phone in a friendly, professional manner.
- Resolve order issues such as delays, missing items, or payment errors quickly and with empathy.
- Tracked active orders in Glovo system, providing real-time updates to enhance customer and rider experience.
- Provided clear instructions or addressed changes to couriers and restaurant partners.
- Process refunds, credits, or vouchers according to company policies.
- Give clear instructions or address changes to couriers and restaurant partners when needed.
- Escalate complex or technical problems to senior support teams and follow up until resolved.
- Recorded customer feedback, delivery problems, and recurring issues to identify trends and inform service improvements.
- Collaborated with team members to achieve response-time and satisfaction targets, contributing actionable ideas to enhance overall customer experience.
Public Relations Account Executive
Cee Davy Communications
01.2020 - Current
- Delivering new business and growing existing accounts.
- Secured new business and expanded existing accounts through targeted strategies.
- Developed media content and guided presentations during client events to enhance visibility.
- Crafted and aligned messaging for social media to engage target audiences effectively.
- Detailing media during client events.
- Coordinating messaging for social media.
- Monitored media outlets to gather relevant news and insights.
- Media Monitoring.
Video Producer
Uzalendo News
09.2019 - Current
- Collaborated with reporters, camera crews, and editors to produce engaging news reports.
- Conducted in-depth research and analysis to enhance production quality.
- Producing weekly long-form features resulting in over 1 Million online views.
- Conducting in-depth research and analysis resulting in insightful production.
- Interviewing key sources for exclusive reports.
- Consistently meeting tight daily deadlines.
- Ensured all content met rigorous quality standards.
- Built relationships with key industry players and journalists to facilitate story development.
Attachment
Kenya Broadcasting Corporation
04.2015 - 08.2015
- Conducted research for content development of radio programs.
- Processed music files for radio use.
- Applied Cool Edit to enhance audio quality.
- Production of radio programs.
- Monitoring radio services.
- Edited programs to enhance audio quality and listener engagement.
- Ripping of music.
- Cool Edit applications.
Education
Bachelor’s Degree - Broadcast Journalism
Multimedia University of Kenya
NairobiKenya Certificate of Secondary Education - undefined
St. Angela’s Secondary School
KituiKenya Certificate of Primary School Education - undefined
Makutano A.I.C Boarding Primary School
MachakosSkills
Customer service
Call center experience
Customer Service Software
Conflict Resolution
Problem Solving
Communication Skills
Typing speed
Investigative Journalism
Timeline
Public Relations Account Executive
Cee Davy Communications
01.2020 - Current
Video Producer
Uzalendo News
09.2019 - Current
Attachment
Kenya Broadcasting Corporation
04.2015 - 08.2015
Kenya Certificate of Primary School Education - undefined
Makutano A.I.C Boarding Primary School
Kenya Certificate of Secondary Education - undefined
St. Angela’s Secondary School
Customer Care Agent
Glovo CCI Kenya
Bachelor’s Degree - Broadcast Journalism
Multimedia University of Kenya