Caroline Wathithi

A dedicated and results-driven Communications and Public Relations Professional with over four years of experience in public communications, media relations, stakeholder engagement and customer service across government and corporate sectors. Holds a Bachelor of Arts in Mass Communication (Public Relations) with practical experience in preparing press releases, drafting official communications, monitoring media coverage, coordinating public awareness campaigns and managing stakeholder relations. Possesses strong skills in written and verbal communication, customer service, public engagement, complaint resolution and communication reporting.

A proactive and reliable professional committed to strengthening organisational reputation, building public trust and delivering effective communication and quality customer service.

Public Communications Officer Intern at Ministry of Lands, Public Works, Housing & Urban Development (2025-07 – 2026-07)

• Assist in drafting official press releases, public notices, media advisories, and routine communications regarding government land policies and housing initiatives.
• Support the public communications team in monitoring national print, broadcast, and digital media coverage relevant to ministry projects and service delivery.
• Participate in planning and executing public sensitization campaigns, stakeholder forums, and ministerial events.
• Address public inquiries through government communication platforms, ensuring timely information dissemination in compliance with public service standards.
• Collaborate with cross-departmental officers to compile monthly communication reports and public response metrics.

Customer Care Representative — After Sales at Burn Manufacturing USA LLC (2022-04 – 2025-06)

• Managed multi-channel customer communications via SMS-based platforms and dedicated phone helplines, assisting clients with product registration, usage, and warranty procedures.
• Set up and updated automated messaging flows within the SMS support system to improve response efficiency and customer experience.
• Generated detailed customer care analytical reports for cross-functional management teams to track query trends and service delivery performance.
• Coordinated warranty repairs and returns by liaising directly with regional service stations, ensuring seamless de-escalation of client complaints.
• Exceeded monthly sales verification and customer satisfaction metrics within allocated timeframes.

Call Center Representative at Azuri Technologies Kenya Ltd (2020-06 – 2022-03)

• Executed inbound and outbound client communication strategies for solar products, explaining product terms and resolving account queries.
• Engaged clients regarding outstanding balances, applying diplomatic communication techniques to encourage positive payment behavior and debt clearance.
• Maintained and continuously updated accurate customer status data within the corporate central database.
• Identified and escalated complex customer grievances to specialized technical departments for swift investigation and resolution.
• Built sustainable, trust-based client relationships to boost brand loyalty and client retention.

Public Relations & Customer Care IAttacheee at Kenyatta National Hospital (KNH) (2020-01 – 2020-04)

• Operated the hospital’s central telephone switchboard, efficiently screening, routing, and answering high-volume incoming public calls.
• Welcomed visitors and patients at information desks, assessing their needs and directing or escorting them to relevant departments.
• Managed official appointment calendars and recorded visitor interactions to support hospital administrative workflows.
• Analyzed public inquiries to provide accurate information regarding hospital services, emergency procedures, and administrative requirements.

Bachelor of Arts in Mass Communication (Public Relations) – Mount Kenya University (MKU) (2025)

International Computer Driving License (ICDL) – Nairobi Institute of Business Studies (NIBS) (2017)