Faith Nelima

Responding to customer inquiries on products and services, handling them with patience, clarity and understanding. Receiving and addressing customer feedback, complaints and any other concerns efficiently and effectively. Liaising with the technical team to ensure that excellent service and care are always rendered to every client.

Customer Service Officer at Talkcoms Limited (2023-12 – Present)

• Responding to customer inquiries on products and services, handling them with patience, clarity and understanding.
• Receiving and addressing customer feedback, complaints and any other concerns efficiently and effectively.
• Liaising with the technical team to ensure that excellent service and care are always rendered to every client.
• Providing a proactive customer outreach by engaging with customers on social media platforms.
• Promoting the company's growth by ensuring that every customer is always accorded the best service.
• Preparing and submitting regular business reports as required.
• Collecting and analyzing customer feedback through conducting surveys regarding company products, services and customer service experiences
• Communicating customer feedback to the technical department to improve the overall customer experience.
• Developing strong negotiation, excellence in product knowledge and selling skills to bring on board all types of prospective customers.
• Collecting customer data and updating the CRM/client database.

News Anchor and Reporter (Intern) at Vihiga FM (2022-05 – 2023-11)

• Anchored live news broadcasts, delivering accurate and engaging reports to a diverse audience.
• Collected and verified news stories in the field, ensuring timely and comprehensive coverage of local and regional events.
• Edited audio scripts and sound bites for clarity and impact, enhancing the overall quality of news segments.
• Collaborated with editorial teams to develop compelling news content and maintain high journalistic standards.

Communication's officer (Attaché) at The County Government of Kakamega (2021-01 – 2021-03)

• Developed and executed communication strategies to effectively disseminate information to the public and media.
• Managed social media channels and created content to engage with community members and stakeholders.
• Coordinated press releases, media inquiries, and public announcements, ensuring timely and accurate information dissemination.
• Organized and facilitated public events, including press conferences and community meetings, to enhance community engagement and transparency.
• Collaborated with internal departments and external partners to align messaging and address emerging issues.
• Monitored and analysed media coverage to assess public perception and adjust communication strategies as needed.

Brand Ambassador at China Trade Week Kenya (2019-06 – 2019-06)

• Set up and broke down promotional booths and tents
• Talked to potential customers for successful promotion of the event.
• Provided services to visitors and clients using extensive knowledge on the China trade week.
• Took part in mall activation and distributed brochures to potential clients.
• Wrote a comprehensive report about the event

Hostess and Team leader at The big five Construct Kenya (2019-11 – 2019-11)

• Welcomed guests in a warm and friendly manner.
• Collected tickets from guests upon arrival and distributed information pertaining the event.
• Escorted visitors to their designated seats and informed them of the nearest exits.
• Ensured a safe environment by maintaining clear aisles and reporting suspicious behavior to security.
• Provided special assistance to guests with special needs.
• Answered any questions regarding show times, events or parking.
• Wrote reports about the event

Bachelor of Arts in Language and Communication with Information Technology – Maseno University (2017 – 2021)

Kenya Certificate of Secondary Education – Moi Girls' Vokoli (2013 – 2016)