Vanessa Langat

VANESSA CHEPKOECH LANGAT 📞 - | ✉-| LinkedIn PROFESSIONAL SUMMARY Customer Service & Communications Specialist with 4 years of experience across media, tech, and NGO sectors. Skilled in multi-channel service delivery, stakeholder engagement, and client support with proven success in improving satisfaction, retention, and revenue. Proficient in training, disseminating information, and strengthening communication flows between organizations, agents, and clients. Recognized for empathetic service, clear communication, and driving collaborative results. CORE SKILLS • Customer Experience: Complaint resolution, onboarding, escalations and upselling. • Communications: Stakeholder engagement, agent training, information dissemination, internal communications and event coordination. • Digital Tools: CRM systems, Trello, Canva and Google Workspace. • Soft Skills: Empathy, persuasive communication, active listening and conflict resolution. EXPERIENCE Nation Media Group (Agent & Regional) Customer Service & Communications Executive Jul 2024 – Present • Manage and train 50+ regional agents on company products and advertising solutions. • Disseminate product, pricing and campaign information to agents to ensure consistent messaging. • Resolve client queries escalated through agents, strengthening service delivery. Achievements: ✔ Boosted agent satisfaction by 25% through effective communication and training. ✔ Increased agent-driven revenue by 12% in under 6 months. Customer Service Executive (Walk-in Clients) May 2023 – Jun 2024 • Guided clients on advertising placements, pricing and product options. • Resolved complaints and followed up on escalations across departments. Achievements: ✔ Achieved 85% customer satisfaction rating. ✔ Contributed to 9% increase in new customer acquisition. Wefixtech Ltd Customer Experience & Communications Lead Feb 2022 – Apr 2023 • Delivered support via social media, email and live chat. • Coordinated communication with internal teams to streamline customer journey. • Helped secure strategic partnerships through client engagement. Achievements: ✔ Improved conversion rates by 12% through proactive communication. ✔ Reduced service delays by 8% with clear internal coordination. World Food Programme (UN) Communications & Client Engagement Assistant (Contract) Mar 2021 – Dec 2021 • Supported partner and donor communications across multiple touchpoints. • Coordinated events and handled stakeholder queries. • Strengthened communication flows across UN field offices. Achievements: ✔ Supported 12 major UN field events. ✔ Enhanced capacity building initiatives and donor partnerships. EDUCATION BA in Applied (Corporate) Communication, Multimedia University (2020) – Second Class Upper Division Moi High School Kabarak, KCSE (2014) – A-