Willson Fortune

Communications and Digital Marketing professional with 3+ years of experience in customer experience, digital marketing, content creation, campaign execution, and administrative support. Proven ability to manage high-volume customer interactions, maintain accurate CRM records, and support operations contributing to over KES 3 billion in transactions. Skilled in Microsoft Excel, reporting, social media marketing, data analysis, and stakeholder engagement.

Recognized for strong communication skills, analytical thinking, and delivering excellent customer experiences.

Customer Experience & Administrative Officer - NCBA BANK (LOOP DFS) - Nairobi, Kenya

(2024-08)

• Supported customer experience operations contributing to transactions exceeding KES 3 billion.
• Managed high-volume customer interactions while maintaining 99% accuracy in CRM and customer records.
• Coordinated multi-channel customer communication initiatives and improved response efficiency.
• Prepared operational reports and analyzed customer trends to support informed business decisions.
• Ensured compliance with service standards while resolving customer inquiries and administrative requests.

Social Media & Digital Marketing Specialist - FREELANCE - Nairobi, Kenya

(2023 - 2024)

• Managed paid social media campaigns for multiple clients across various industries.
• Increased audience engagement by reaching over 600 people in a single campaign day through targeted content.
• Developed content calendars and promotional materials that improved brand visibility.
• Monitored campaign KPIs and optimized performance using analytics and audience insights.

Public Relations & Administrative Intern - SONY SUGAR COMPANY - Migori, Kenya

(2022 - 2023)

• Supported public relations and corporate communication activities.
• Coordinated meetings, prepared correspondence, and maintained departmental records.
• Improved document management processes and administrative efficiency.

Bachelor of Arts - Media and Communication (Minor in IT) - Maseno University (2019 - 2024)

Certification - Digital Marketing & AI Transformation - MediaCrest College