Winnie Nyambura Kamau

WINNIE NYAMBURA KAMAU CLIENT RELATIONS AND COMMUNICATIONS PROFESSIONAL SUMMARY Dynamic client experience professional with over 10 years of expertise in guest relations, service excellence, and stakeholder engagement. Demonstrated success in creating exceptional client journeys, resolving complex service challenges, and implementing quality assurance measures that elevate satisfaction levels. Skilled in cross-cultural communication, conflict resolution, and team leadership with a proven track record of enhancing service delivery in fast-paced environments. Committed to delivering personalized experiences that exceed expectations and build lasting client loyalty. WORK EXPERIENCE Senior Program Officer | Church World Service (CWS) | Jan 2023 – Aug 2024 SKILLS • • • • • • • • Client Relations and Feedback Analysis Event Planning Stakeholder Engagement and Communication Team Leadership and Training Problem-Solving and Conflict Resolution Cross-Cultural Communication Quality Assurance and Service Standards CRM software proficient • Led client experience initiatives by optimizing service delivery and refining communication strategies for diverse stakeholders. • Developed quality control measures that enhanced the efficiency of case processing, ensuring attention to detail and client satisfaction. • Designed cost-effective logistics strategies for smooth operations, ensuring excellent coordination of staff and client appointments. • Spearheaded policy improvements to enhance client engagement and streamline operations, reducing service bottlenecks. • Conducted capacity-building training, equipping teams with the skills needed for effective client interactions and issue resolution Program Specialist | Church World Service (CWS) | May 2018 – Dec 2022 • Managed client interactions with professionalism, conducting over 500 interviews to assess service needs and expectations. • Conducted needs assessments to customize training content, improving client interactions and cultural sensitivity. • Enhanced orientation materials, improving client preparedness and knowledge retention. • Developed evaluation frameworks to assess service effectiveness and inform strategic decision-making in service delivery. • Coordinated travel logistics and accommodations, ensuring smooth transitions and exceptional client experiences. • Led quality control initiatives that reduced discrepancies and enhanced service efficiency. Program and External Relations Officer | Nov - Dec 2017 International Federation of Red Cross and Red Crescent Societies (IFRC) • Designed and executed training sessions, increasing client engagement and knowledge retention by 20%. • Developed impact evaluation reports and curated case studies to inform programmatic decision-making. • Optimized procurement processes, reducing training material costs by 15%. • Managed translation and accessibility of training materials, ensuring inclusivity. • Oversaw contract development and partnership agreements, streamlining third-party collaborations. EDUCATION Bachelor of Arts in Communication, Daystar University, Kenya Aug 2008 – Jul 2012 Communications and Program Liaison | Haki Water Organization Apr 2017 – Aug 2017 • Led event planning and logistics for outreach campaigns, increasing program visibility by 30%. • Designed and facilitated community outreach campaigns, improving engagement with diverse audiences. • Executed training courses and events, ensuring seamless coordination and high participant satisfaction Executive and Communications Assistant | Sep 2014 – Jul 2016 International Federation of Red Cross and Red Crescent Societies (IFRC) • Coordinated high-level meetings, events, and training sessions, ensuring smooth execution and client satisfaction • Designed and executed training sessions, increasing client engagement and knowledge retention by 20% • Developed highly effective communication tools to enhance client engagement, leading to a 20% increase in stakeholder support • Managed communications, facilitating seamless collaboration among department heads and stakeholders • Organized impactful workshops, conferences, and events, ensuring effective stakeholder engagement • Maintained stringent quality control for communication materials, enhancing overall outreach impact. Communication and Outreach Officer | Haki Water Organization | Jul 2013 – Aug 2014 REFEREES Available on request • Planned and executed high-profile events, including donor visits and advocacy campaigns, increasing stakeholder collaboration by 25%. • Managed social media and website content, boosting audience engagement by 40%. • Strengthened partnerships through technical working groups, improving coordination and outreach impact. • Provided essential support in planning, implementing, and maintaining field activity records, enhancing organizational efficiency by 30%.