Selpha Zennealle Akhamuru

 aspose_mlj6bordercell     PROFESSIONAL    Summary Results-driven professional with a diverse background in public relations, customer service, talent acquisition and financial management. Skilled in developing and executing strategic messaging, managing media relations and resolving customer complaints to enhance satisfaction and retention. Experienced in leading social media efforts, building strong media relationships and driving engagement across platforms. Proven ability to design and deliver impactful training programs, manage talent acquisition processes and improve employee performance. Strong analytical skills in data-driven decision-making, with expertise in managing payment tasks, resolving financial issues and ensuring accuracy. Adept at fostering long-term customer relationships, supporting business objectives and contributing to organizational growth through effective communication and strategic initiatives.     Skills • Strategic messaging development • Public relations strategy implementation • Customer complaint resolution • Media relations and networking • Social media management and content strategy • PR presentation and report preparation • Talent acquisition and recruitment • Training program design and delivery • Data analysis for recruitment and training • Customer relationship management • Crisis communication management • Stakeholder engagement • Database management and record-keeping • Project management • Team mentoring and coaching • Performance analysis and reporting • Brand strategy alignment • Internal communication facilitation • Event coordination • Market research and competitive analysis • Employee performance management     Education 09/2022-Current Higher National Diploma in Human Resource Management-College of Human Resource Management -Nairobi, Kenya 10/2013-08/2018 B.Sc. Communication and Public Relations-Moi University-Eldoret, Kenya     certifications The Fundamentals of Digital Marketing (Google Digital Skills for Africa     ACCOMPLISHMENTS • Developed consistent messaging across platforms, aligning with organizational goals and enhancing brand visibility. • Implemented PR strategies that influenced public opinion and supported organizational objectives. • Resolved customer complaints, improving satisfaction and retention. • Built strong media relationships, increasing coverage and positive press. • Managed social media for the State Law Office and NCIA, driving engagement and refining content strategies. • Prepared PR presentations based on business goals, brand strategy and industry trends. • Led talent acquisition, ensuring alignment with company goals and sourcing top talent. • Delivered targeted training programs, improving employee skills and tracking effectiveness. • Analyzed recruitment and training data to identify improvement opportunities. • Managed payment tasks, resolving issues and ensuring financial accuracy. • Fostered customer relationships, driving loyalty and sales performance       References Available Upon Request AKHAMURU ZENNEALLE SELPHA     WORK EXPERIENCE Corporate Social Responsibility, Mobility Solutions, External Communication & Social Media Manager -Teleperformance (Formerly Majorel)-Nairobi Kenya 06/2024 –To date • Develop and implement corporate social responsibility (CSR) initiatives aligned with the organization’s goals and community needs. • Coordinate with internal teams and external stakeholders to execute CSR campaigns and programs effectively. • Oversee the development and dissemination of external communication materials, including press releases, newsletters, and media statements. • Manage and grow the organization’s social media presence across multiple platforms, ensuring consistent branding and messaging. • Engage with online communities to foster positive relationships and address inquiries or concerns. • Analyze social media performance metrics to refine strategies and improve engagement. • Build partnerships with NGOs, local communities and other stakeholders to drive impactful CSR initiatives. • Organize and manage events promoting the organization’s commitment to sustainability and social impact. • Collaborate with leadership to align external communication strategies with corporate objectives. • Stay updated on industry trends, best practices, and emerging technologies in CSR, communication and social media. HRBP and Learning and Development Site Coordinator -Teleperformance (Formerly Majorel)- Nairobi, Kenya 08/2021 – 05/2024 • Aligned HR strategies with organizational goals in partnership with line managers. • Supported employee relations, performance management, and talent development. • Designed and implemented inclusive HR policies and programs. • Advised managers and employees on engagement, career development, and conflict resolution. • Improved candidate experience and employee journey processes. • Analyzed training data to assess effectiveness and skill development outcomes. • Built partnerships with learning institutions and industry experts to expand resources. • Identified skill gaps through needs assessments with department managers. • Recommended learning solutions aligned with organizational objectives. 01/2022 – 05/2022 • Generated quality reports, presentations, and spreadsheets for Managed end-to-end talent acquisition, including sourcing, selecting, and hiring top talent. • Conducted sourcing activities, reviewed applications, and analyzed background checks. • Maintained talent pools to engage qualified candidates for future opportunities. • Developed and implemented strategies to attract diverse candidates. • Created marketing plans and utilized tools to source top talent effectively. • Partnered with hiring managers to align recruitment with organizational needs. • Tracked recruitment metrics to optimize the hiring process. Global Trainer- Teleperformance (Formerly Majorel)- Nairobi, Kenya 04/2021 – 08/2021 • Prepared training materials and coordinated with various teams to ensure seamless execution. • Conducted onboarding sessions and delivered training based on specific needs. • Designed and implemented training programs and modules focused on product knowledge, soft skills, and company culture for both new and existing employees. • Collaborated with the sales team to stay aligned with training requirements. • Acted as a subject matter expert on all company products and services. • Facilitated communication between executives and employees to ensure smooth interactions. • Developed training curricula, instructional materials, documentation, and assessments for diverse training programs. Solution Coach – Teleperformance (Formerly Majorel)- Nairobi, Kenya 11/2020 – 03/2021 • Regularly monitored and mentored agents to enhance quality performance on daily, weekly, and monthly bases. • Prepared and maintained quality reports at both agent and team levels. • Conducted quality of service analysis, including verbatim categorization and case research, for agents and teams. • Communicated performance metrics to the team and provided feedback to management. • Contributed to continuous improvement by offering suggestions and participating in problem-solving initiatives. • Managed email correspondence with clients to address quality measures. • Led projects and analyzed data to identify and implement improvement opportunities Investor Experience Officer- Tsavo Real Estate Investment Company-Nairobi- Kenya 03/2020 – 11/2020 • Developed and maintained strong relationships with investors by serving as the primary point of contact. • Prepared and released timely updates and reports to ensure transparency with investors. • Addressed investor inquiries and provided accurate information to maintain trust and confidence. • Organized and coordinated investor meetings, presentations, and events to foster engagement. • Acted as a liaison between the company and investors during critical situations to manage crisis communication effectively. • Collected and relayed investor feedback to leadership for strategic decision-making. • Monitored market trends and investor sentiments to align communication strategies with expectations. Customer Care Representative-MKOPA Solar- Nairobi Kenya 09/2018 – 03/2020 • Managed payment tasks, including uploading MPESA files, reversing overdue payments, escalating issues to the tech team, and assigning payments to customer accounts. • Addressed product or service concerns to support customer retention and drive sales growth. • Utilized sales expertise to promote products and identify upselling opportunities. • Navigated multiple computer systems and applications to retrieve and process information. • Responded promptly to online customer inquiries and researched complex issues for resolution. • Maintained and updated customer files and databases for accurate record-keeping. • Documented call details and provided solutions in the internal database. • Built lasting customer relationships by delivering exceptional service and providing detailed order, account, and service support. Public Relations Assistant-State Law Office- Nairobi Kenya 09/2016 – 12/2016 • Ensured consistent messaging across platforms and departments with business partners. • Developed PR strategies to influence public opinion and promote ideas. • Resolved complaints to maintain customer satisfaction. • Built strong relationships with key media. • Managed social media for the State Law Office and NCIA, focusing on content, engagement, and trend analysis. • Gathered information on business objectives, brand strategy, competition, and industry trends for PR plans .