Summary
Overview
Work History
Education
Skills
Timeline
Generic

Primrose Wemela

Customer Experience Executive

Summary

Dynamic Customer Experience Executive at Safaricom, adept at complaint handling and user journey mapping. Successfully reduced customer complaints through proactive issue identification and implemented a customer feedback system, enhancing satisfaction scores. Proven ability to collaborate cross-functionally and utilize CRM software for data-driven decision-making, fostering a customer-centric culture.

Overview

16
16
years of professional experience

Work History

Customer Experience Executive

Safaricom Public Limited
05.2017 - Current
  • Built customer confidence by actively listening to concerns and giving resolutions.
  • Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
  • Enhanced customer satisfaction by implementing efficient problem-solving techniques and providing personalized assistance.
  • Offered direction and gave constructive feedback to motivate team members.
  • Established a customer feedback system, allowing for continuous improvement in service delivery.
  • Reduced customer complaints by proactively identifying issues and implementing targeted solutions.
  • Kept up with the current market and product trends to appropriately answer customer questions.
  • Managed high-profile client accounts,ensuring consistent delivery of exceptional service levels.
  • Collaborated with product development teams to ensure customer feedback was incorporated into future enhancements and new offerings.
  • Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores.
  • Achieved established KPI for company, family team and individual performance through teamwork and focus on customers.
  • Championed the adoption of a customer-centric mindset and adopted agile way of working , resulting in improved business outcomes and consistent alignment with company values.

Social Worker

Nzoia Water Service Company Limited
09.2015 - 05.2017
  • Supported clients and families with empathy and compassion during difficult times.
  • Advocated for clients'' rights, navigating complex systems to secure necessary resources and benefits.
  • Educated families on available community resources, connecting them with essential services such as housing assistance, financial aid, or healthcare providers.
  • Conducted home visits to assess family dynamics, providing guidance on effective communication strategies and conflict resolution techniques.
  • Maintained accurate case documentation, ensuring compliance with regulatory standards and facilitating informed decision-making by team members.
  • Improved client well-being by conducting comprehensive assessments and developing tailored intervention plans.
  • Conducted home visits to assess living environment and facilitate access to necessary resources.

Assistant Executive Producer

Wtv
01.2013 - 08.2015
  • Enhanced production quality by implementing innovative techniques and technologies in the filming process.
  • Managed crisis situations proactively during production shoots while mitigating potential risks or delays in deliverables effectively.
  • Oversaw script development and revisions, working closely with writers to produce compelling storylines that engaged viewers.
  • Developed strong relationships with industry professionals through networking events and conferences, fostering potential future collaborations.
  • Facilitated successful partnerships with external stakeholders such as sponsors, advertisers, and media outlets for increased visibility of projects.
  • Championed diversity initiatives within the production team, resulting in a more inclusive creative environment.
  • Actively participated in creative brainstorming sessions, contributing valuable insights that helped shape the direction of projects.
  • Planned video shoots in studio and remotely by managing production through stages to completion.

Radio Host

Radio Mambo 91.7FM
05.2012 - 11.2012
  • Engaged listeners through social media platforms to increase station visibility.
  • Hosted music, news and entertainment segments for well-rounded radio shows.
  • Devised marketing and promotional campaigns to increase ratings and listener base.
  • Facilitated live coverage of special events, promotions, and sports matches.
  • Selected and created audio cuts and pre-produced audio programs for more fluid broadcasting.
  • Developed engaging content for listeners and guests, including competitions, interviews and phone-ins.
  • Answered booth call line and took song suggestions or comments from listeners.
  • Crafted original scripts for commercial and promotional spots, advertising radio station sponsors.
  • Attended promotional events to create station awareness and build listener reach.
  • Assisted advertisers in reaching their target market through tailored ad placements during prime listening hours.
  • Developed strong relationships with local businesses, securing sponsorships for radio events and promotions.
  • Built rapport with listeners by responding promptly to inquiries received via phone calls or social media channels.

Radio Presenter

103.7 MMUST FM
03.2009 - 03.2012
  • Worked closely with sales teams to develop effective advertising campaigns that aligned with client goals while preserving the integrity of the radio show''s format.
  • Enhanced listener engagement by incorporating interactive segments and social media updates into the radio show.
  • Delivered captivating on-air content by researching, planning, and producing tailored segments for diverse audiences.
  • Managed time effectively while juggling multiple tasks, such as conducting interviews, editing audio clips, and preparing scripts for live broadcasts.
  • Created customized playlists that resonated with target demographics, contributing to higher listener retention rates.
  • Efficiently adapted to unexpected changes during live broadcasts without compromising show quality or professionalism.
  • Collaborated with colleagues to create innovative programming ideas, resulting in positive feedback from listeners and advertisers.

Marketing Intern

Rift Valley Bottlers
05.2011 - 08.2011
  • Conducted market research to identify target audiences and optimize marketing efforts.
  • Participated in brainstorming sessions, contributing fresh ideas that led to innovative marketing initiatives.
  • Assisted in creating written, video, and image content for marketing channels.
  • Collaborated with sales team to create marketing materials that clearly communicated product benefits.
  • Conducted market research to identify trends, enabling team to adjust marketing strategies effectively.
  • Assisted in organizing promotional events, leading to enhanced customer interaction with brand.
  • Participated in brainstorming sessions, contributing ideas that were incorporated into marketing campaigns.
  • Supported marketing team in launching new products, which resulted in positive initial customer feedback.
  • Increased brand awareness with creation of eye-catching promotional materials.
  • Generated reports to support development and implementation of marketing plans.
  • Tracked key metrics and developed spreadsheets and data models.

Education

Master of Arts - Communication And Media Studies

Maseno University
Kisumu
04.2001 -

Bachelor of Arts - Mass Communication

Masinde Muliro University.
Kakamega
04.2001 -

Skills

Complaint handling

Timeline

Customer Experience Executive

Safaricom Public Limited
05.2017 - Current

Social Worker

Nzoia Water Service Company Limited
09.2015 - 05.2017

Assistant Executive Producer

Wtv
01.2013 - 08.2015

Radio Host

Radio Mambo 91.7FM
05.2012 - 11.2012

Marketing Intern

Rift Valley Bottlers
05.2011 - 08.2011

Radio Presenter

103.7 MMUST FM
03.2009 - 03.2012

Master of Arts - Communication And Media Studies

Maseno University
04.2001 -

Bachelor of Arts - Mass Communication

Masinde Muliro University.
04.2001 -

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Primrose WemelaCustomer Experience Executive