About

Communication Specialist Highly skilled communication specialist with a proven track record of developing and implementing effective communication strategies. Exceptional verbal and written communication abilities, with a keen eye for detail and a deep understanding of audience needs. Experienced in crafting compelling messages for various mediums, including digital platforms, print materials, and presentations. Proficient in utilizing communication tools and technologies to enhance engagement and reach. Strong project management and organizational skills, with the ability to coordinate and execute multiple initiatives simultaneously. Collaborative team player known for fostering positive relationships with stakeholders and delivering impactful results. Customer Success Specialist: Dedicated and results-oriented customer success specialist with a passion for driving customer satisfaction and loyalty. Proven ability to build and maintain strong relationships with clients, ensuring their success and maximizing their value. Expert in analyzing customer needs and providing tailored solutions to meet their objectives. Skilled in conducting in-depth product demonstrations, onboarding new customers, and delivering training sessions to enhance customer proficiency. Exceptional problem-solving and conflict resolution skills, with the ability to address challenges and concerns promptly and effectively. Strong understanding of customer success metrics and experience in driving customer adoption and retention. Excellent communication and interpersonal abilities, enabling effective collaboration with cross-functional teams to achieve shared goals.

Skills

  • Management
  • Typing Skills
  • Customer service
  • Microsoft Office
  • Microsoft Word
  • English
  • Marketing
  • Excel
  • Ms office
  • Office management
  • C++
  • Digital Advertising
  • Product management
  • Banking
  • Excellent communication and interpersonal skills

Experience

Vivian Mbugua

Education
  • January, 2021 - December, 2023
  • Fulltime
  • Masters Programme

Vivian Mbugua

Work experience
  • Drove the design and distribution of multimedia content and coordinated goal-oriented online communications with a 100% success rate across 15+ campaigns.
  • Promoted the Authority during over 40 on- and off-campus events.
  • Conducted Mail chimp and Campaign Monitor training for 16 employees.
  • Introduced a newsletter for prospective students, achieving an average CTR of 12%.
  • Led the Social Media team in creating and implementing a $10,000 targeted visual campaign, resulting in a 23% engagement increase on Facebook within 6 months.
  • Facilitated internal communication between over 525 employees across 6 teams.
  • Composed and disseminated written and visual content via 4 social media channels, 2 websites, and a newsletter.
  • Introduced the use of Tableau to streamline marketing data analysis.
  • Resolved problems, improved operations and provided exceptional service.

Vivian Mbugua

Work experience
  • Receivables for businesses requiring working capital for business acquisitions, inventory needs, buyouts, and growth opportunities.
  • Analyzed credit information and facts are given about prospective clients, such as credit ratings, Dun & Bradstreet reports, sales volume, current accounts receivable reports, past losses, terms of sales, expected volume for the coming year and average amount of invoices.
  • Assisting the underwriting team in the final analysis and preparing documentation. Covered territory in Nairobi that included four branches and utilized Salesforce.com to track sales activity.
  • Personally developed and implemented a growth strategy, which is included training of several other employees resulting in significant improvement in their productivity.
  • Managed existing business accounts and grew new business accounts. Generated new business with marketing initiatives and strategic plans.
  • Developed a Qualified Retirement Plan training program for financial advisors which consisted of 401(k), 403(b), 457, and Non-Qualified Retirement modules.
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Completed and submitted monthly and yearly reports to support executive decision making.
  • Worked with businesses worth up to 200million.

Vivian Mbugua

Work experience
  • Maintained a customer satisfaction rate of 95% for 2015.
  • Solved 20 - 25 tickets on a daily basis.
  • Carried out retention calls with unsatisfied customers, convincing 20% of them to keep using the software.
  • Developed and implemented a new underwriting process that reduced the time to approve credits by 20%, resulting in a 15% increase in sales volume and a 10% increase in revenue.
  • Provided training and guidance to junior underwriters, resulting in a 20% improvement in their accuracy and efficiency.
  • Collaborated with officers to identify and mitigate risk factors, resulting in a 25% reduction in credit defaults and a 15% increase in customer satisfaction.
  • Reviewed financial documents and credit reports, ensuring accuracy and compliance with regulations, resulting in a 95% accuracy rate and a 10% reduction in audit findings.

Vivian Mbugua

Work experience
  • Administrative Secretary at   COTU
  • Screened and responded to customer emails within 24 hours.
  • Facilitated 25 percent increased collections with automated email reminders.
  • Trained three new administrative support staff team members.
  • Earned commendation from management for accuracy of annual board meeting minutes.
  • Managed a calendar of events and scheduling meetings for a team of 30+ employees.
  • Performed an entire array of administrative duties as designated and assigned by the office manager.
  • Handled invoices between the firm and clients, and submitted payments to vendors.
  • Communicated effectively with clients through written correspondence, email, and over the phone.
  • Lowered calendar overlaps by 15% through revamp of the booking system.
  • Increased office productivity by 25% through implementation of new filing system.

Vivian Mbugua

Work experience
  • Implemented customer experience improvements to turn around falling customer base which increased conversation by 10% and sales 15%
  • Reduced shrink from an initial 2.98% to .97%
  • Responsible for overall supervision, training, mentoring, and appraisal of ten sales associates.
  • Sourced qualified candidates utilizing various web technologies, social media, resume databases and referrals from networking events while reducing the hiring costs by 35%.
  • Participated in community affairs to increase branch visibility and to enhance new and existing business opportunities.
  • Provided a superior level of customer relations, promoted the sales and service culture through coaching, guidance and staff motivation.

Vivian Mbugua

Work experience
  • Customer Service Specialist at   KCB Group
  • January, 2010 - January, 2011
  • Fulltime
  • Reduced average time to resolution by 20% by quickly triaging incoming calls.
  • Maintained a knowledge base that reduced the on boarding time of new hires by 21%.
  • Reduced subscription cancellations by 10% by creating a flow chart for responding to cancellation requests.
  • Leveraged product knowledge and communication skills to deliver a first-contact resolution rate 10% above the company average.
  • Single-handedly resolved five conflicts with upset customers who wanted to sue the company.
  • Maintained a 90%+ CSR.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.

Vivian Mbugua

Education
  • August, 2005 - December, 2009
  • Fulltime
  • Undergraduate