Charity Mwangi

CHARITY W KARUNYU COMMUNIATIONS ~OPERATIONS  Mobile Phone: - :-Linkedin: https://www.linkedin.com/in/mwangi-w-charity-b1911a58/ SUMMARY PROFILE Accomplished Communications and PR specialist, Administration, Operations and Customer Service professional, with 10 years’ experience managing multiple projects, streamlining office business operations and systems, utilizing excellent organizational/coordination skills, providing exceptional customer experience and fostering collaboration through strong relationships. Developed and executed a comprehensive social media strategy, resulting in a 25% increase in engagement and a 10% increase in website traffic. Collaborated with key stakeholders to create and implement crisis communication plans, resulting in a 50% reduction in negative media coverage during a high-profile incident. Managed and coordinated a successful external event, resulting in a 15% increase in brand awareness and a 20% increase in media coverage. Managed and coordinated a successful external event, resulting in a 30% increase in brand awareness and a 25% increase in media coverage. Expertise in Consumer electronics and retail sectors. Crisis Communication and management. Ability to demonstrate professional judgment and discretion. Detail-oriented team player with ability to handle multiple projects simultaneously in fast-paced environment. I have experience managing multiple priorities and tasks, working in a team environment, and supporting teams in multiple locations. Demonstrates leadership and proactive collaboration with all team members and senior executives, often taking on additional tasks to support colleagues. Has regional exposure working in Kenya and Uganda. Knowledgeable Sales Administrator with a solid foundation in sales processes and procedures, with the capability to optimize sales opportunities and provide clients with a world class service. Proficient in handling administrative functions which involve; organizing office events, budgeting, preparing reports and presentations and creating effective communication and reporting process. Office set up: Experience in planning and overall setup of offices including establishing facilities, setting up processes, identifying vendors and coordinating staffing requirements. Strong track record of improving customer satisfaction and driving customer loyalty. Personable and deadline –drive Customer Service Representative experienced in working in a fast paced environment. Strong computer skills, proficient in the use of Microsoft Office programs including Outlook, Word, Excel, PowerPoint & Visio. SIGNATURE SKILLS & EXPERTISE Crisis Communication. | Brand Management | Event Planning and Management| Copywriting and Editing| Customer Service & Retention| Project Management | Event Planning & Execution| Business Development |Communication Liaison | Partnerships & Relationship Management| Account Management| Media Relations EXPERIENCE Samsung Electronics East Africa: April 2021 – Current Trade Manager Key Duties & Responsibilities Strategic communications planning. Crisis communication management. Social media strategy and management; Analytics and performance measurement. Content creation and management. Media relations and outreach. Branding and rebranding campaigns; project management and coordination. Internal and external event coordination. Stakeholder collaboration and engagement. Samsung Electronics East Africa: August 2018 – April 2021 Call Center Manager Key Duties & Responsibilities Develop and implement strategies to improve customer service quality and call center performance. Prospected for potential new clients and building relationships with new clients in order to increase business. Resolved complaints, improved operations and provided exceptional client support. Collaborated with staff members to enhance customer service experience, to exceed team goals through effective client satisfaction rates. Keep records of customer interactions, recording details of inquiries, complaints, as well as actions, are taken. Key Achievements: Exceeded the Samsung sales 1st quarter goals by 100% by providing proactive and effective customer service. Resolved customers’ complaints while identifying problems and taking appropriate corrective action, increasing client retention ratio significantly. Demonstrated professional etiquette and manners, improving 30% positive feedback immediately. Promoted to customer service manager in 2 month owing to excellence in delivering excellent client service. Reduced customers’ complaints by 30% through escalated grievance resolution procedure. Helped Samsung Kenya to attain the highest customer service ratings by external auditors compared to the South African branch. Received commendation from supervisors and recommendations from peers. Group Lasso-Nairobi: April 2016 - June 2020 Liaison manager Reported to: Chief Executive Officer (CEO) The role entailed providing high-level business, administrative and support services to facilitate efficient delivery of business operations and services to agreed standards; in addition to collaborating with managers and employees to assist in the planning, organization, and implementation of day-to-day business operational activities. Key Responsibilities: Liaising with business heads to provide reports to management. Provide direction and guidance to internal teams to achieve performance targets. Assisting with project management by creating assignments, tracking progress, and resolving issues. Managing internal and external stakeholder relations. Key Achievements Increased customer base by 45% during the year 2018 by responding quickly to their concerns. Contributed to a 30% sales increase in 2021 by improving lead-generation and sales-tracking methods. Steep Impex Ltd-Nairobi: March 2013 - January 2016: Sales Administration Officer Manage the administration of all sales order processes. Produce weekly and monthly reports for the Head of Sales.  New Client account opening: Ensure that new accounts are opened speedily to maximize on sales by: Processing all documentation required for new account opening and seeking approval from relevant stakeholders. Follow through- Consolidate sales-oriented feedback including from customer experience executive, and redirect to the relevant parties for closure. Key Achievements Attained 100% marks in all customer service categories including communication skills, interpersonal skills, problem-solving, and friendliness. Contributed to a 30% sales increase in- by improving lead-generation and sales-tracking methods. Education Qualifications Bachelor of Arts in communication; Majors in Corporate PR; Daystar University | January 2020 Social work, community health and development Pioneer University | Nairobi, Kenya | October 2011 REFERENCES: Keziah Wachera Finance Manager Samsung Electronics East Africa- - Phanuel Mathenge FTR Manager Samsung Electronics East Africa-- Victoria Mwanzia House of Hearing--