Margaret Ndisha

 MARGARET NDISHA MWAWUDA Tel: - Email:- CAREER PROFILE SUMMARY A detail-oriented and self-disciplined professional with 8+ years’ experience increasing efficiency, productivity while implementing projects of all sizes, bringing seven years' experience in consumer relations affairs, including data management, stakeholder engagement and customer service. Capable of handling multiple tasks in a fast-paced environment. Able to keep consumers happy and smiling while resolving their issues in the shortest time possible.  Strong verbal and written communication skills. Passionate about building lasting relationships with consumers. Finally, results-oriented professional who’s able to meet deadlines. EDUCATION BACKGROUND Data Analytics Certification; Moringa School Kenya; June 2022 – September 2022 Project Management Professional Certification Training Course (PMP); Computer Pride; April 2022 – May 2022. Masters of Business Administration (Strategic Management Option); United States International University; January 2015 – August 2016. Bachelor of Science (International Business Administration & Marketing)- United States International University; January 2010 – August 2013. Kenya Certificate of Secondary Education- Riara Girl’s High School; January 2004 - November 2007. PROFESSIONAL TRAINING ATTENDED AND PARTICIPATED PMP® certification (PMI) at Computer Pride Training Centre Kenya - 2022 Best Practice in Social Work and Social Ethics Program; Everest Training Centre – 2021 Office 365 Training; KETRACO – 2020 Land for Infrastructure Development Training; Land Development, and Governance Institute – 2019 Land Acquisition, resettlement, and social sustainability Training – University of Groningen Institute, Netherlands; 2017 X – Culture Global Collaboration Training – X Culture (USA); 2015 Delighting the Customer Program – Total Quality Training Consultant Ltd; 2014 Technical Appreciation Course- Kenya Power; 2014 PC Competency training – IAT Institution; 2008 KEY SKILLS AND COMPETENCIES ACQUIRED Project Management Strategic Planning Contract negotiations Computer savvy Competency in Google drive Power point and Excel Expert Competency in Microsoft 365 MS SharePoint OneNote Analytical and result-oriented Programming language: Python Knowledgeable with the Data Protection Law in Kenya and GDPR (General Data Protection Regulation) Data Visualization: Microsoft Power BI and Tableau Databases: SQL SAP system CRM system PROJECTS Ongoing Kenya Tanzania interconnector transmission line – KETRACO 2019 https://public.tableau.com/app/profile/margaret.ndisha/viz/KARAMOJAIPMARGARET/KARAMOJAIPMARGARET Implications of Strategy Implementation for Startup businesses: A case of Nairobi County – Summer 2016 project A project proposal for Caffe Vergnano in Italy - Team 353 (September – December 2015) from Bryan School of Business and Economics University of North Carolina-USA in collaboration with United States International University Cupcravery Bakery Project 2013 Event organizing committee for AIESEC USIU Kenya Dinner 2011 as VP sites and logistics WORK HISTORY Social Safeguards and Resettlement Officer Kenya Electricity Transmission Company (KETRACO) High-Voltage Transmission Lines; September 2016 - To Date Duties and Responsibilities Monitoring, evaluating, and mitigating social impacts caused by Involuntary resettlement. Implementing resettlement action plans and reports, based on questionnaires and research results obtained from fieldwork Supervising consultants contracted by KETRACO to carry out resettlement action plans (RAPs). Undertaking feasibility studies and route selection to avoid social safeguards issues. Undertaking environmental and social impact assessment (ESIA) and monitoring of environmental and social management plan (ESMP). Participating in the organization of consultative forums for awareness creation of possible socio-economic impacts in project areas. Reviewing resettlement action plan (RAP) reports submitted by consultants. Scheduling, coordinating and facilitating stakeholder and negotiation meetings. Monitoring grievance process and assessing comments and complaints from project-affected persons (PAPs) on issues of resettlement and other relevant social issues, and recommend actions to address identified issues. Preparing monthly reports on the implementation of the Environmental and Social impact assessment (ESIA) and the Resettlement Action Plan (RAP), highlighting gender and vulnerable people support measures to financiers. Ensuring good collaboration with government agencies, decentralized institutions, and local civil society. Carrying out social-economic impact audits of completed projects. Working closely with County government officials and local administrators Working closely with donors such as AfDB, World bank and many more. Overseeing grievance redress mechanism and ensuring issues are resolved. Preparing and consolidating stakeholder meeting minutes. Carrying out office administration duties in the division. Key achievements Held more than 70 stakeholder engagement meetings including negotiation meetings and sensitization meetings. Logging and resolving 90% grievances received in a project handled within a financial year. Customer Service Support Officer Kenya Power and Lighting Company; December 2013 to November 2015 Duties and Responsibilities Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service. Assisted call-in customers with queries. Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information, and resolving queries. Educated customers on promotions and new products/services. Answered customer questions about product and service availability Delivered prompt service to prioritize customer needs. Described and explained details about Product/service options to inform customers and guide usage decisions. Performed data entry with customer relationship management software to record call notes, suggestions, questions, and complaints. Entered customer interaction details in customer relationship management software to track requests, document problems, and record solutions offered. Key achievements Managed 100+ incoming calls each day with the utmost professionalism and knowledgeable service. Collected customer feedback and made process changes to exceed customer satisfaction goals 80%. Marketing Assistant(Intern) Kenya Power and Lighting Company; January 2013 to May 2013 Duties and Responsibilities Assisted marketing officers in the organizing of promotional events, product campaigns, and various projects. Conducted field visits to clients to complete and collect registration forms for power to be installed in homes. Promoted and registered people in power loans from the government for those clients unable to afford power. Key Achievement Reached out to over 1000 people in 6 months to educate and enroll in power loans with a success rate of ~60%. Founder Cupcravery (start-up bakery); January 2013 to May 2023 Duties and Responsibilities Overall management of the bakery. Conducted promotional events, product campaigns, and various projects. Promoted products Produced the products Key Achievement Retained 50% of customers REFEREES Matthew Kiptoo Kipchumba Customer Relations Officer Kenya Power Tel : - Email:- Mildred A. Ogendo Manager Social Safeguards and Resettlement KETRACO Tel : - Email:- Célestine Kaseve Senior Social Safeguards and Resettlement KETRACO Tel : - Email:-