Michelle Mugo
Nairobi
Summary
As a dedicated and motivated professional currently pursuing a Master's degree in Public Policy and Administration, I am equipped with a strong foundation in research and policy analysis. My academic background includes a Bachelor's degree in International Relations, which has honed my understanding of global issues and diplomatic relations. Through my ongoing graduate studies, I have developed the skills necessary to craft effective policies, conduct comprehensive research, and analyze the impact of policies on diverse stakeholders. I am committed to leveraging my educational background and expertise to contribute effectively to the field of public policy and administration
Overview
3
3
years of professional experience
Work History
Intern
Ministry Of Foreign Affairs
04.2024 - Current
- Conducted research visits to premier international conference venues and organizations, gathering best practices.
- Liaised with government ministries (MDAs) and other key players to acquire essential information and reports for successful event execution.
- Acted as a liaison between public and private institutions for planning and hosting international conferences in Kenya.
- Partnered with government agencies and stakeholders to establish delegate accreditation processes and facilitate delegate registration.
- Managed conference services, including procuring venues, arranging conference facilities, securing simultaneous interpretation, translation, and documentation services.
- Coordinated Kenya's participation in international conferences and events, managing registration, documentation preparation, and briefing materials for the Kenyan delegation.
- Scheduled and allocated meeting rooms for bilateral meetings.
- Oversaw the successful hosting of international Expos, trade fairs, sports and cultural events in Kenya, led by the Government of Kenya.
- Provided comprehensive administrative support, including handling phone calls, booking meeting rooms and services, dispatching mail and documents, drafting letters and correspondence aligned with thematic areas, and managing the Director's email inbox.
Polling Clerk
Independent Electrol And Boundaries Commission
08.2022 - 08.2022
- Facilitated a seamless voting experience for up to 800 voters daily by ensuring a smooth flow of traffic and minimizing wait time through effective queue management strategies.
- Directed and assisted voters by providing clear instructions on voting procedures and resolving issues related to the voting process Accurately marked over 600 voters as proof of voting, maintaining strict adherence to established protocols
- Assisted the presiding officer in sorting and counting over 4,000 ballots, achieving 100% accuracy in the vote count Liaised with team members to identify and resolve issues that arose during the voting process, promoting a cohesive and effcient team environment Proficient in data entry and document management systems.
Call Agent
Fourth Generation Capital (4G)
12.2021 - 02.2022
- Delivered exceptional customer service to an average of 100 customers per day, resulting in a customer satisfaction rating of 98%.
- Proactively made 50 outbound calls per day to follow up on open and pending cases, support product and service campaigns, and cross-sell services or products, resulting in an average conversion rate of 20%.
- Successfully followed through and closed 80% of logged cases that were not resolved on the first call due to longer lead time.
- Consistently adhered to company policies and scripts to achieve a call-time of under 5 minutes and maintain a quality standard of 95% Demonstrated extensive product knowledge and described product highlights and benefits to an average of 100 customers per day, leading to a 15% increase in sales.
- Actively promoted available products and services to customers during service, account management, and order calls, contributing to a 10% increase in revenue.
Trainee
Kenya National Commission For UNESCO
03.2021 - 05.2021
- Prepared information flow between Departments and consultants, resulting in a 20% improvement in project activities' efficiency and effectiveness..
- Provided top-notch administrative and logistical support, ensuring the smooth running of the Commission's operations.
- Organized and Proposed meetings with various stakeholders, resulting in a 30% increase in stakeholder engagement and participation in projects within the department.
- Worked together with the regional office UNESCO, National Commission, and UNESCO Paris (France) to coordinate joint activities, resulting in the successful execution of joint projects within the department.
- Conducted extensive policy-oriented research, working closely with subject-matter experts and project specialists, contributing to the successful execution of projects.
- Managed the budget for events, resulting in a 15% cost-saving through efficient event cost planning, expense reporting, investment impact assessment, and expenditure allocation.
- Produced comprehensive reports, briefing notes, research papers, and publications on Social Human Science Program, resulting in a 25% increase in the dissemination of research findings to stakeholders.
- Conducted literature reviews of current evidence on best practices in education policy and system change.
Education
Master of Arts in Public Policy And Administration - Public Policy And Administration
Kenyatta University
Nairobi, Kenya07.2025
Bachelor of Arts - Bachelor of Arts in International Relations
Mount Kenya University
Thika- Kenya12.2021
Skills
- Teamwork
- Communication
- Attention to detail
- Research
- Interpersonal skills
- Time management
- Writing Reports
- Analyzing data
- Goal setting
- Policy research
- Project management
- Strategic planning
Languages
Swahili
Native language
English
Proficient
C2
Timeline
Intern
Ministry Of Foreign Affairs
04.2024 - Current
Polling Clerk
Independent Electrol And Boundaries Commission
08.2022 - 08.2022
Call Agent
Fourth Generation Capital (4G)
12.2021 - 02.2022
Trainee
Kenya National Commission For UNESCO
03.2021 - 05.2021
Master of Arts in Public Policy And Administration - Public Policy And Administration
Kenyatta University
Bachelor of Arts - Bachelor of Arts in International Relations
Mount Kenya University
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