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
customer experience (CX) strategy
Customer feedback analysis
Brand representation
CRM software proficiency
Adaptability
User journey mapping and analysis
cross-functional collaboration
Data-driven decision making
Product knowledge
Analytical skills
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 -