Nelly Jepkemoi

Customer-focused professional with hands-on experience in insurance client care and public-sector media support. Strong communicator skilled in client relations, records management, and cross-team coordination, with a growing foundation in digital communication tools and public engagement. Known for reliability, clear communication, and a solutions-first approach to customer and administrative challenges.

Customer Care Representative (Relief Cover) - Jahazi Insurance - Nairobi, Kenya

(2024-07 - 2024-08)

• Resolved client inquiries on policy coverage and claims, maintaining high first-contact resolution rates
• Managed and de-escalated customer complaints, ensuring timely and professional resolution
• Maintained accurate, up-to-date client records across the customer database
• Strengthened customer satisfaction and retention through clear, empathetic communication

Media & Communications Attaché (Student Attachment) - Nairobi City County — Department of Public Communication - Nairobi, Kenya

(2024-05 - 2024-08)

• Gained hands-on exposure to crisis communication management and organizational communication practices
• Contributed to news and report writing for departmental and public use
• Supported community outreach initiatives and public engagement activities
• Assisted with customer care services and complaints management, handling public inquiries professionally

Bachelor's Degree - Language, Communication & IT - Maseno University (2025)

Kenya Certificate of Secondary Education (KCSE) - Kirobon Girls High School (2017 - 2020)