Linet Mbugua

Innovative researcher adept at developing probing questions, designing experiments and generating meaningful results. Experienced at identifying and using new technologies and resources. Works effectively and collaboratively with teams and individuals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Senior Customer Experience Assistant - Kenya Power - Kenya

(2024-07)

• Responding to customer inquiries via phone, email and social media with a focus on timely and professional service.
• Assisting customers in gaining interest and resolving product or service issues, ensuring satisfaction and retention.
• Ensuring customer feedback loops to identify pain points and drive improvements in customer service.
• Maintained accurate records of customer interactions and feedback in CRM systems.
• Handling complaints empathetically, turning negative experiences into positive resolutions.
• Coordinating with the back-office team to handle customer requests and resolve complaints.
• Managing escalations with diplomacy and efficiency to retain high-value clients.
• Educating customers on products, services and features to enhance overall experience.
• Following up with customer post-interaction to ensure their concerns were resolved.
• Conducting root cause analysis of service issues, product issues and implemented systemic improvements.

Intern Researcher - Kenya Power - Kenya

(2022-07 - 2023-06)

• Completed research assigned, compiled data, updated spreadsheets and produced timely reports.
• Gathered and organized information for research purposes.
• Developed models, statistical graphs based on research data using python, adjusting to improve accuracy of predictions.
• Recorded and sorted analytic data to identify important trends.
• Researched on Policies, Status, Transition, Opportunities and Challenges of Electric mobility.
• Analyzed data using python on customer complaints, transformer failure and Solar PVs battery voltages and also web scrapping, coming up with an analysis and recommendations.
• Created and edited reports and background papers, presentations, and providing technical assistance to other members of our team.
• Researched on energy generation and distribution on new strategies and solutions to improve the efficiency and reliability of the power grid.
• Participated in Solar PV training on design, installation, maintenance and site visit of Kitonyoni Mini grid.
• Presented and interpreted the results of the findings of the research to internal staff.
• Trained on Advanced Distribution Management System, Electric wiring installation of single and three phase systems, power system analysis and distribution and transmission systems
• Assisted in writing the annual report of the research department.
• Researched on the biogas system to produce electricity using waste matter, nanotechnology of solar cells, FACTS, Demand and Generation forecasting, design and construction of the transmission and distribution system and wrote reports of the study.
• Performed research into study topics to increase knowledge and to provide valuable contributions.

Photo studio Assistant - Versatile Photographers - Kenya

(2020-07 - 2020-09)

• Inspected proofs to verify quality of prints and need for adjusting and retouching.
• Facilitated general office operations by scheduling appointments, keeping images/mounts and ordering supplies.
• Coordinated and completed photoshoots for individuals, families and small groups.
• Uploaded photographs to computers for editing, archiving and electronic transmission
• Selected and set up appropriate props, backdrops and lighting.
• Handled day to day running of the studio shoots, ensuring high levels of productivity and progression.
• Customized photography strategies based on intended use and client preferences.
• Reviewed and customized sets of photographs to select best work strategies based on intended use and client preferences.
• Offered friendly and efficient service to customers, handles challenging situations with ease.

Nuclear physicist Intern - Nuclear Power and Energy Agency - Kenya

(2019-07 - 2019-09)

• Familiarized with the Kenya Nuclear Power Programme and designs/types of nuclear power plants.
• Reviewed nuclear safety, nuclear security and physical protection infrastructure issues.
• Conducted research, gathered information from multiple sources and presented the results.
• Worked on group and individual projects using knowledge gained in classes to put together recommendation issues.
• Attended and participated in meetings and brainstorming sessions with team members.
• Supported various program activities, assisting with administrative tasks.
• Participated in the Nuclear Power Plant Training Programme on Advanced Power Reactor 1400.
• Reviewed NuPEA progress in the development of the key infrastructure issues against the requirements of IAEA infrastructure issues.
• Review of nuclear security and physical protection infrastructure development for Kenya nuclear power programme as per requirements of NuPEA 15-years strategic plan.
• Assessed cyber security in nuclear facilities as an internship project. Specifically looking at cyber security in complex systems (nuclear facilities) and its potential to affect the Kenya Nuclear Programme.
• Proposed preventive and response measures for Cyber security for the nuclear power programme

Polling Clerk - IEBC - Kenya

(2017-08 - 2017-10)

• Attended appropriate training sessions and information briefings.
• Prepared voting area by setting up and organizing voting equipment, ballots and registrations sheets.
• Provide ease of access and navigation of important data by compiling, organizing and uploading polling election data into the database.
• Entering election data using KIEMS kit, following procedures to keep data safe and transparent.
• Checked elector identification and eligibility and marked elector members in the register.
• Tallying of the votes cast.
• Reported progress and concerns to Presiding Officer.
• Maintained ballot secrecy and confidentiality.

Bachelor of Science - Physics - Pwani University (2021-07)

Kenya Certificate of Secondary Education - Komothai Girls Secondary School (2015-11)

Kenya Certificate of Primary Education - Kerugoya Good Shepherd (2011-11)